Support Agent

DAT•Seattle, WA

22h•Hybrid

About The Position

DAT Freight & Analytics is seeking a dedicated and empathetic Customer Support Representative to join their team. This role serves as the primary point of contact for customers, providing support and solutions for inquiries, complaints, and feedback. The ideal candidate will have strong technical skills, experience in high call volume environments, and a solid understanding of fintech solutions. The mission is to ensure customer satisfaction and cultivate a positive relationship between customers and the company. The company is building a fintech platform specifically for the trucking industry, aiming to revolutionize money management for trucking companies by offering invoicing, accounting, factoring, and banking in one place. This role is part of the Outgo team, a vertical banking solution.

Requirements

Ability to be available 9am – 5pm EST
Demonstrates pride, ownership, and accountability for work.
Shares opinions openly on what's working and what's not across the product, tech stack, and team processes.
Comfortable with independently owning large features with multiple moving parts.
Seeks feedback early and often in the development process.
Collaborates effectively and empathetically across different roles such as Design, Operations, and Product.
Identifies speed vs quality tradeoffs and balances them judiciously.
Believes diverse teams make better decisions and actively fosters a culture where every person can do their best work.
Ability to work in a fast-paced environment and to adapt to changing demands.
Proficiency in using CRM software and other customer support tools (Zendesk, HubSpot, Freshdesk, etc.).
Excellent communication skills, both verbal and written.
1–3 years' experience.

Nice To Haves

Proven experience in customer support or a related field.
Familiarity with Fintech or the Freight industry.
HubSpot experience.
Fluent in Spanish.

Responsibilities

Handle incoming customer queries through various channels (phone, email, and live chat), providing accurate, timely, and empathetic responses while maintaining a solution-oriented mindset.
Troubleshoot customer issues, offering clear and concise solutions.
Escalate complex issues to the appropriate teams when necessary.
Develop and maintain a comprehensive understanding of our products/services to effectively assist customers and provide accurate information.
Actively seek customer feedback to improve our services and products.
Work closely with other departments to ensure a cohesive customer experience, sharing insights and coordinating on issue resolution.