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Title: Support Specialist, Member Experience
Location: Remote
What We’re Looking For
Our members tell us that Saltbox is built for them. Member experience is a critical part of what differentiates Saltbox from other solutions in the logistics industry. We’re looking for an experienced Support Specialist to serve as a product expert for our members and to help create an industry-defining logistics brand.
As the first hire for the Support Specialist role at Saltbox, you will have significant influence on designing and implementing the tools and systems we use to support our members. The right candidate will bring a strong point of view about how best to support customers and likely has previous experience in logistics, supply chain, or ecommerce industry. The role is highly collaborative, working closely with leadership and our product, sales, and operations teams.
Are you currently a customer support manager and wondering if this is the right career move for you? Let’s talk.
This position is remote. Some travel required.
Responsibilities
- Deeply understand what members value about their experience with Saltbox and provide clear written communication about that understanding to the rest of the business.
- Help to design and implement support queues and systems in tools such as Zendesk
- Provide expert responses to member questions, usually over email, but also via scheduled phone calls, occasionally via Slack, and sometimes in person when visiting a Saltbox location
- Contribute significantly to objectives and key results (OKR) to ensure improvements to member experience outside of the support queue
- Communicate insights about unmet member needs to the product team
Requirements
- 3+ years of relevant experience in customer support or related field
- Exceptional ability to communicate clearly and effectively in writing
- Excellent visual and verbal communication skills
- Ability to stand up systems and processes for others to follow to ensure a high quality support experience for both employees and members
- Ability to prioritize projects to align with what is most impactful to members and to the business
It would be amazing if:
- You have experience supporting ecommerce businesses regarding their ecommerce and supply chain needs
- You have significant experience with Zendesk or similar customer messaging solutions
- You have an allergy to broken processes especially when it adds friction for employees or customers but you’re able to suggest solutions with empathy and clarity
- You live near a current or upcoming Saltbox location so that you can be close to members.