Alvys logo in blue.

Customer Support Specialist

San Diego/California/Remote

At Alvys, customer experience is at the core of our business. As a Customer Support Specialist, you will represent our company across our customer base in the freight and logistics arena. Alvys Transportation Management System represents a comprehensive overhaul of our customer’s operating procedures and systems. As such, your work will be directly responsible for providing our customers with world-class customer support across multiple channels. You will need to have a strong sense of urgency and problem-solving skills as you navigate requests and issues. 

This is a full-time, long-term role at an ambitious, early-stage company. As such, it might require you to wear multiple hats, think creatively, and adaptively navigate unstructured terrain.

Customer Support Specialist Responsibilities: 

  • Help manage customer accounts by providing world-class service and support 

  • Effectively handle high volume of customer tickets across various channels (email, chat, phone) and multiple systems 

  • Dive deep into customer issues and requests, ensuring necessary context is gathered for effective action to be taken. Triage issues and bugs between customers & engineering teams. 

  • Partner with team and manager to implement best practices and tactics that lead to outstanding customer support 

  • Help build trust with customers by providing timely responses & clear explanations around how they can leverage Alvys software to create efficiencies within their business 

  • Meet and exceed individual performance expectations on a consistent basis 

  • Effectively work and collaborate within a 100% remote team setting 

  • Help facilitate product feedback between customers, Customer Success and Product & Engineering teams 

Customer Support Specialist Requirements: 

  • Relevant experience in vertical SaaS, Customer Experience / Support or logistics roles 

  • Bachelor’s degree preferred 

  • Outstanding organizational skills and the ability to manage multiple tasks and requests.  

  • Results oriented; you always have your next goal in mind, and a plan to get there  

  • The drive and energy to balance multiple priorities at once 

  • Excellent verbal and written communication skills 

  • Computer skills, especially with CRM software 

  • Ability to work standard PST business hours 

  • Knowledge of supply chain technology trends and patterns is preferred 

  • Bilingual in English/Spanish is a plus 

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