Customer Success Specialist (SaaS – Logistics / Material Tracking)

Measured Moves Pvt LtdAjmer, Rajasthan, India

23 hours ago

Job description

Location : 100% Remote aligned to EST hours

Type : Full-time

About the Role

We are looking for a responsive, detail-oriented Customer Success Specialist to

support our clients using a mission-critical, production-grade SaaS platform used

across landfills, haulers, and material generators. This role is ideal for someone who

thrives in fast-paced environments, can learn complex workflows quickly, and can

support customers whose day-to-day operations depend on immediate and accurate

issue resolution.

Key Responsibilities

Customer Support & Troubleshooting

Serve as a primary point of contact for inbound support requests through phone,

email, and ticketing tools.

Provide rapid responses and maintain SLA standards in a time-sensitive operational

environment.

Troubleshoot login issues, manifest signing problems, workflow errors, and other

functional challenges faced by drivers, haulers, generators, and landfill operators.

Escalate complex issues to senior team members while maintaining clear

communication with customers.

Onboarding & Implementation Support

Assist with remote onboarding of new users and customer sites.

Support migration activities and deployments (e.g., V2→V3 rollout for Colorado).

Guide customers through initial setup, project configuration, and platform workflows.

Shadow existing customer success members to understand internal processes,

deployment schedules, and operational workflows.

Testing & QA Participation (New)

Participate in testing and QA cycles as part of deployment readiness.

Execute test cases, document findings, and provide feedback on defects, usability,

and workflow inconsistencies.

Collaborate with the team to support QA and deployment testing protocols, ensuring

smooth and stable rollouts.

Use testing participation as a core method of learning the platform and understanding

edge cases and customer workflows.

Process & Documentation

Learn the platform thoroughly within the first 60 days and become independently

capable of handling at least 50% of common support cases.

Maintain internal notes, ticket histories, and escalation details.

Contribute observations and suggestions to improve training materials, help

documentation, and internal workflows.

Cross-functional Collaboration

Work closely with the Customer Success Manager, Support team, and Engineering

when needed.

Participate in department meetings, all-hands, and regular syncs to stay aligned with

deployment initiatives.

Provide additional bandwidth to the team during heavy deployment periods.

Required Skills & Qualifications

Experience

At least 5 years of experience in Customer Success or Customer Support roles for a

SaaS company.

Experience supporting production-critical SaaS platforms is highly preferred.

Exposure to logistics, transportation, construction, waste management, heavy

operations, or similar industries is a strong plus.

Experience with material tracking, chain-of-custody workflows, landfills, or similar

operational systems.

Prior experience supporting field operators or logistics personnel.

Experience with remote customer onboarding for vertical SaaS platforms.

Technical / Functional Skills

Ability to learn a complex SaaS product quickly and operate it independently.

Strong troubleshooting and problem-solving skills.

Comfortable handling inbound customer calls and walking users through workflows.

Familiarity with remote onboarding, remote training, and configuration support.

Ability to participate in structured testing and QA workflows.

Soft Skills

Highly responsive and reliable with strong ownership mentality.

Strong communication skills, especially with non-technical users.

Ability to work well in fast-paced environments with minimal documentation.

Comfortable working in remote teams and across time zones.

Success Criteria — First 60–90 Days

By the end of the first 2–3 months, a successful hire should :

Demonstrate strong understanding of the platform and its workflows.

Independently handle a significant portion (≈50%) of daily support cases.

Provide timely responses and follow SLA expectations.

Support the team during major deployments (e.g., Colorado V3 migration).

Participate effectively in QA and release testing cycles.

Show solid judgment on when to escalate issues.

Integrate into the team’s rhythm, meetings, standups, and processes.

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Customer Specialist • Ajmer, Rajasthan, India

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