Customer Safety and Security Advisor (Support II)

LoadUp Technologies•Alpharetta, GA

10d

About The Position

At LoadUp, protecting our customers and our brand is essential. As a Customer Safety and Security Advisor (Support II), you play a critical role in safeguarding LoadUp’s reputation while supporting customers through sensitive, high-impact situations. This role focuses on customer safety matters, damage claims, and brand reputation management across reviews and social media platforms. You’ll work cross-functionally to ensure timely resolutions, exceptional service outcomes, and lasting customer loyalty—while holding contractors accountable and continuously improving internal processes. You’re a great fit if you’re: Calm and confident in high-pressure situations A strong communicator who can de-escalate conflict Detail-oriented and process-driven Comfortable making decisions that balance customer satisfaction and business standards Energized by fast-paced, evolving environments

Requirements

2–3+ years of experience in a support-focused role (customer service, partner success, vendor or contractor management, or similar).
Proven experience handling customer and/or contractor escalations.
Strong written and verbal communication skills with a de-escalation mindset.
Excellent organization and attention to detail in high-volume environments.
Data-driven approach with the ability to translate insights into action.
Comfortable learning new tools, systems, and workflows quickly.

Nice To Haves

Background in operations, customer experience, or marketing is a plus.

Responsibilities

Manage LoadUp’s brand reputation across external review platforms and social media channels in real time.
Respond to and resolve negative reviews using a solutions-focused, professional approach.
Facilitate and oversee end-to-end damage claim management, ensuring timely and fair resolutions.
Track claim progress and resolution timelines in alignment with performance standards.
Hold contractors accountable while prioritizing the best possible customer outcome.
Triage and manage high-impact customer escalations in partnership with internal teams.
Collect, organize, and communicate customer and contractor feedback to leadership and relevant departments.
Monitor review trends and customer feedback to identify risks, recurring issues, and service gaps.
Serve as a cross-functional liaison with Supply Operations, Product, Marketing, and other teams.
Own, maintain, and continuously improve workflows, escalation paths, SOPs, and knowledge base documentation.
Analyze customer conversations and claims data to recommend operational and experience improvements.
Support additional initiatives and responsibilities in a fast-growing, dynamic environment.