Senior Customer Support Specialist
About The Position
We’re seeking a true leader and problem-solver to join our Customer Support team as a Senior Customer Support Specialist. This individual serves as the first line of defense for escalated customer concerns and supports the broader team with training, coaching, and workflow guidance. The ideal candidate is decisive, empathetic, and forward-thinking and someone who thrives on helping others succeed, takes initiative without being asked, and looks for opportunities to make the department better every day. If you enjoy solving complex problems, leading by example, and building a united team focused on exceptional customer service, this is the role for you.
Requirements
- High school diploma required; 2–3 years of experience in customer support or related field (transportation industry preferred).
- Strong written and verbal communication skills, with an ability to de-escalate tense situations professionally.
- Proven decision-making ability and comfort handling high-visibility customer issues.
- A collaborative mindset with a desire to mentor others and build a positive, solutions-driven team culture.
- Strong attention to detail, organization, and documentation accuracy.
- Ability to balance multiple priorities and think critically under pressure.
Responsibilities
- Handle complex or escalated customer concerns, including BBB complaints, credit card disputes, and high-priority service issues.
- Serve as an intermediary between Specialists, management, and customers to ensure professional and timely resolution of issues.
- Train, coach, and support Customer Support Specialists on handling pre-delivery, post-delivery, and delay claim concerns.
- Monitor workflow, phone queues, and escalation reports to identify trends and prevent potential service delays.
- Partner with management and cross-functional teams to enhance processes, ensure consistent service delivery, and keep training materials current.
- Lead by example in maintaining detailed documentation and delivering empathetic, solution-oriented customer interactions.
- Provide after-hours management phone coverage approximately 3–4 times per year.
- Champion process improvements and share insights that strengthen the customer experience.
Benefits
- Medical, Dental, and Vision Insurance beginning the first of the month after hire
- Company-paid Life Insurance and Disability Coverage
- 401(k) Plan with company match
- Paid Time Off (PTO) and Paid Holidays
- Paid Parental Leave
- Employee Assistance Program (EAP) and Wellness Resources
- Tuition Reimbursement and Professional Development Opportunities
- Hybrid work environment and collaborative on-site culture
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
