Customer Support Specialist

AVATAR FLEET LLC•Bath Township, OH

8d•Remote

About The Position

The Customer Support Specialist is the front line of AvatarFleet’s customer experience and owns the inbound support queue. The role supports customers using DriverHub by resolving product questions and technical issues, helping customers meet compliance milestones, and contributing to retention and product usage. The Specialist works with Customer Success and Onboarding and partners with Engineering and Product to investigate, reproduce, document, and escalate technical issues. The role also helps formalize support processes, document playbooks, and improve the team’s ability to scale. The position is remote and available only to residents of Idaho, Nebraska, Georgia, Ohio, Texas, Tennessee, Pennsylvania, Michigan, and Florida. Employees must maintain a dedicated professional workspace, have reliable high-speed internet, and be available during core business hours. Hours of operation are Monday through Friday, 8:00 AM to 5:00 PM EST, with occasional weekend software and release testing. The role requires regular computer, video conferencing, and online collaboration tool use, extended focus at a computer, and flexibility to support business needs and critical releases.

Requirements

At least 2 years of experience in technical customer support, technical account management, or implementation, ideally at a B2B SaaS company serving operational buyers.
Ability to read API documentation, inspect JSON or XML request and response payloads, review log files, and troubleshoot integrations and workflows.
Ability to distinguish user errors, configuration issues, data issues, and software bugs, and to substantiate findings.
Comfort working with CSV files, structured documents, and file uploads; ability to identify malformed fields, stale rosters, or synchronization gaps.
Hands-on experience with at least a few support or ticketing platforms, CRM systems, or tools that expose logs or API traffic; HubSpot is preferred.
Comfort using Google Suite and Microsoft Office.
Clear, calm, organized written and verbal communication, including customer responses and technical escalations under time pressure.
Process orientation, including following and improving SOPs and documenting learnings.
Strong ownership and follow-through; close tickets with the customer and complete related documentation, tagging, and escalation work.
Ability to work remotely from one of the listed eligible states, maintain a professional workspace, and have reliable high-speed internet.
Availability during established core business hours and flexibility to support occasional weekend testing, cross-time-zone collaboration, or critical releases.
Ability to remain focused for extended periods while working at a computer and participating in virtual meetings.

Nice To Haves

Knowledge of FMCSA or DOT compliance, or experience in driver qualification, trucking, motorcoach, transit, or fleet operations.
Exposure to driver compliance or driver recruiting platforms such as DriverReach, Tenstreet, Idelic, Samsara, Motive, Foley, or J. J. Keller.
Familiarity with HRIS, background check, MVR monitoring, ELD, or e-signature integrations.
Exposure to Scrum or other agile rituals and comfort working in a cadence with Engineering and Product.
Light SQL or spreadsheet modeling skills for investigating customer data.

Responsibilities

Own the inbound support queue by triaging, prioritizing, and resolving tickets received through email, chat, and phone; respond within three business hours and meet response and resolution SLAs while maintaining high CSAT.
Reproduce customer-reported issues in DriverHub, identify root causes, and resolve issues directly when possible, including issues involving APIs, integrations, file uploads, OCR, workflows, notifications, and reporting.
Review application logs, API request and response payloads, webhook histories, and audit trails; compare actual and expected behavior and document findings in tickets.
Investigate driver qualification file, MVR, medical certificate, and other DOT document issues, including OCR or parsing failures, missing or mismatched fields, and roster synchronization gaps.
Escalate issues to Engineering or Product with reproduction steps, impact scope, relevant log lines, screenshots, and links to affected records, and follow through until the customer has a resolution.
Coach customers through product questions using brief Loom walkthroughs, knowledge base articles, or scheduled follow-ups.
Maintain the shared knowledge base by documenting recurring issues, workarounds, and solutions in Confluence and building UserPilot Flows.
Tag and categorize tickets in HubSpot to surface support-volume drivers, product friction, and customer risk; alert Customer Success to retention risks.
Support the Client Success team by maintaining customer accounts and information, assisting with onboarding and offboarding, developing training materials, and completing team and client-owned tasks and projects.
Participate in software and release testing, including occasional weekend testing.
Partner with Managed Services on customer-facing compliance work received through support, flag time-sensitive items, and keep customers informed.
Demonstrate ownership, accountability, customer empathy, growth mindset, grit and resilience, collaboration, integrity, and trust.