Support Agent
Handle customer queries via phone, email, and chat for a SaaS freight marketplace. Troubleshoot issues, maintain product knowledge, and collaborate across teams. Requires 1-3 years experience and proficiency with CRM tools like Zendesk or HubSpot.
What You’ll Do
Customer Interaction – Handle incoming customer queries through various channels (phone, email, and live chat), providing accurate, timely, and empathetic responses while maintaining a solution-oriented mindset.
Problem Resolution – Troubleshoot customer issues, offering clear and concise solutions. Escalate complex issues to the appropriate teams when necessary.
Product Knowledge – Develop and maintain a comprehensive understanding of our products/services to effectively assist customers and provide accurate information.
Feedback Collection – Actively seek customer feedback to improve our services and products.
Team Collaboration – Work closely with other departments to ensure a cohesive customer experience, sharing insights and coordinating on issue resolution.
The Skills and Experience You’ll Bring
- Available 9am – 5pm EST
- Demonstrates pride, ownership, and accountability for your 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 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
Bonus Skills
- Proven experience in customer support or a related field
- Familiarity with Fintech or the Freight industry
- HubSpot experience
- Fluent in Spanish
Why DAT?
- Medical, Dental, Vision, Life, and AD&D insurance
- Parental Leave
- Flexible Vacation Time (FVT)
- An additional 10 holidays of paid time off per calendar year
- 401k matching (immediately vested)
- Employee Stock Purchase Plan
- Short- and Long-term disability sick leave
- Flexible Spending Accounts
- Health Savings Accounts
- Employee Assistance Program
- Additional programs - Employee Referral, Internal Recognition, and Wellness
- Free TriMet transit pass (Beaverton Office)
- Competitive salary and benefits package
- Work on impactful projects in a cutting-edge environment
- Collaborative and supportive team culture
- Opportunity to make a real difference in the trucking industry
- Employee Resource Groups
For Washington-based candidates, the salary range for this role is $24.00- $32.00/hr + target bonus.
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