Tier 2 Customer Support Agent - Remote

Overview

The Tier 2 Customer Support role is essential to AtoB’s success, focusing on resolving issues and ensuring carrier satisfaction within the transportation network.

In Short

• Manage daily queues in Zendesk and handle escalations via Slack.
• Make outbound calls to resolve issues efficiently.
• Collaborate across departments to develop best practices.
• Engage in team building activities to strengthen connections.
• Maintain a distraction-free workspace during business hours.
• Generate SOPs and Macros to build out playbooks.
• Share knowledge and best practices with the team.
• Identify areas for future-proofing processes.
• Advocate for customer retention and satisfaction.

Requirements

• 2-4 years in a support or account management role.
• Experience in financial, transportation/3PL, or fleet management preferred.
• Excellent phone and written communication skills.
• Strong prioritization skills.
• 1-2 years of Zendesk experience.
• Experience with Zendesk operations is a plus.
• Bilingual in Russian or French is a plus.
• Adaptable, proactive, and driven personality.

Benefits

• Work remotely from the United States or Canada.
• Flexible hours between 7am and 6pm Pacific or Mountain Time.