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Customer Support Lead

Quote Factory

1 month ago

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: Customer Service

Quote Factory is looking for a senior-level customer support professional to join our team as we change the freight industry again. 

About the job

You'll be responsible for providing outstanding customer support for the people who use our software and services, primarily freight brokers. You'll answer questions via email, make some customer calls, create documentation and give demos.

    We're a startup, and each of us has responsibilities that span what would be multiple layers of a bigger company. Much of the initial work will be hands-on, personally handling support issues. You'll also be setting direction, establishing processes and shaping the team. (We imagine expanding the team to two or three members in the next few months.) As someone who is closely connected to our customers, you'll also be an active participant in our product development process.

    (The job title will be tuned to fit the experience of the person who gets the job.)

    About you

    We're looking for someone who is already doing the job: providing top-notch customer support in the freight industry. We need someone who can hit the ground running, so we need you to already know about freight, probably from working with a broker/3PL, carrier or shipper.

    Deep technical knowledge isn't required, but you should have experience in basic troubleshooting, since you'll be working with people accessing our software through their web browsers and smartphones. We'll make sure you get the support you need, including direct access to our team of software developers.

    We're looking for someone who enjoys helping people, making complicated situations simple and painless. You'll have to be a great problem solver and communicator.

    We're looking for people who are showing leadership in their current jobs. Maybe you're a manager or supervisor, overseeing a group of people. But it's also great if you're showing informal leadership by setting direction and being an example without a management title.

    About us

    Independent freight brokers have been stuck with pieced-together processes and inadequate tools. We're building a brand-new operating system for brokers. Our team changed the freight industry once, and we are doing it again. Today, we're a small startup (less than 10 people), but we have deep experience, confident investors and customers who are enthused about our vision.

    About our pay & benefits

    We offer competitive salaries and benefits, including health, dental, vision, long-term/short-term disability and life insurance. We're a remote-first company: Even though we have an office in Overland Park, you'll have the flexibility of working from where you want, whether it's your home office, a coffee shop, or an Airbnb in other part of the country. (In fact, we discourage working at the office more than a day or two each week unless you're mentoring a new employee.) We prefer candidates in the Kansas City area, so we can get together in person occasionally during these early days, but we're open to talking even if you live somewhere else.

    How to apply

    In addition to your resume/LinkedIn/work history (whatever's easiest for you), please introduce yourself and tell us about:

    • Why you're the right person for this job
    • What you're doing today that's similar to this job
    • A description of a great customer service experience you had recently, and what made it so good
    • A time you delivered bad news to a customer in a way that kept them on board

    If you've always wanted to be part of a startup, this could be your opportunity. We're looking forward to meeting you!

    Before you apply, please check if any restrictions apply in terms of time zone or country.

    This job has a geo-restriction in place:USA Only.

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