Customer Support Specialist

Job description

Super Dispatch is looking to bring on a Customer Support Specialist , who will play a pivotal role in supporting our diverse customer base, including carriers, drivers, shippers, and brokers. In addition to addressing platform-related inquiries, you will handle billing issues, assist with our SuperPay solution, and ensure an exceptional user experience. This role demands a balance of technical proficiency, problem-solving skills, and customer empathy. We're looking for someone who is motivated, adaptable and professional who excels at balancing technical problem-solving with exceptional customer service. You have a proven ability to manage diverse user needs and contribute to a dynamic, fast-paced team environment. About Super Dispatch Super Dispatch is the leading end-to-end transport management platform built exclusively for the auto transport industry. For too long, vehicle shipping has been burdened by fragmentation, endless phone calls, and mountain loads of manual paperwork. We are changing that. By connecting shippers and carriers within a single, unified digital ecosystem, Super Dispatch eliminates operational friction and transforms how cars move. Who We Are We are a team dedicated to revolutionizing the auto transport industry. Founded in 2013, our mission is to simplify and accelerate vehicle transport through our all-in-one platform designed specifically for car haulers, shippers, and brokers. Our work is driven by a passion for innovation, a focus on customer needs, and a commitment to continuous growth. We believe in teamwork, proactive efficiency, and using real-world expertise to empower everyone in the vehicle transport ecosystem. Join us in transforming the way vehicles move. We are a dynamic, innovative team dedicated to transforming the auto transport industry. The company offers the opportunity to work on cutting-edge technology that directly impacts the lives of car haulers, shippers, brokers, and drivers, ensuring a meaningful and rewarding experience. Super Dispatch values a collaborative work environment, continuous growth, and a strong commitment to customer focus and proactive efficiency, making it a great place for those who value teamwork, learning, and making a difference. What You'll Do Customer Support: Provide multi-channel support (email, chat, phone) to address inquiries and resolve issues for carriers, drivers, shippers, and brokers Billing Assistance: Investigate and resolve billing concerns, including subscription management, invoicing discrepancies, and payment-related inquiries SuperPay Support: Assist users with our SuperPay solution, addressing payment processing issues, transaction concerns, and setup guidance Technical Troubleshooting: Identify, diagnose, and resolve technical and operational challenges, escalating complex issues when necessary Customer Training: Educate users on platform features and best practices to enhance their experience and efficiency Feedback and Reporting: Collect user feedback to inform product improvements and document recurring issues for internal review. Documentation: Contribute to the creation and maintenance of knowledge base articles, user guides, and troubleshooting resources Cross-functional Collaboration: Partner with internal teams, including product, engineering, and sales, to ensure seamless issue resolution and a customer-first approach What We're Looking For 2–4 years of experience in customer support, preferably in a SaaS or technical environment Strong communication skills, with the ability to convey technical concepts clearly to non-technical users (e.g., API connections) Experience supporting billing systems or payment platforms (e.g., Braintree, Chargebee, or similar) Familiarity with software troubleshooting practices and customer success strategies Ability to manage complex inquiries and resolve escalated issues effectively Proactive mindset with strong organizational skills and attention to detail A customer-centric attitude and a dedication to providing exceptional support Experience with CRM tools (Saleforce) or ticketing systems (Zendesk) is a plus Willingness and availability to work weekend shifts (Saturday or Sunday) as part of the regular schedule Willingness to work late/evening shift hours, with coverage through 7:00pm as part of the regular schedule Spanish language proficiency preferred, though not required What We Offer Great Culture - We strive for transparency and you’ll work with like minded highly motivated people excited about solving complex problems Great Insurance - We offer multiple health, dental & vision plans with a portion of the employee premiums paid by the company Retirement - We provide both Stock Options and 401K with a company match Remote First Culture - We’re a 100% distributed team! Wellness Stipend - We provide a monthly stipend for your health, wellbeing, and fitness needs ($50/mo) Generous Time Off - Flex PTO policy so you can take the time you need, when you need it, as well as 6-12 weeks paid parental leave Great Gear - we’ll set you up for success with the latest tech Location Open to candidates within the United States only. All work must be performed from within the United States. This role is not eligible for international remote work. Citizenship Candidates must be U.S. citizens. Proof of citizenship will be required during the hiring process. Does this sound like you? We'd love to hear from you. All regular full-time employees are also eligible for excellent Medical, Dental and Vision coverage with generous premium contributions for both employees and their families, the option of a Health Savings Account with Employer Match, Company paid disability and life insurance with opportunity to add additional coverage for you and your family. Super Dispatch provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. As part of this policy and legal compliance, Super Dispatch will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship would result. Super Dispatch will also accommodate a religious belief or practice (including religious dress and grooming practices, such as religious clothing or hairstyles) if the accommodation is reasonable and will not impose an undue hardship. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Super Dispatch, Inc. will comply with any and all applicable local, city, county, state and federal laws, regulations and orders now in effect or which may hereafter be enacted.