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Customer Success Specialist (SaaS – Logistics / Material Tracking)
Measured Moves Pvt LtdKolkata, West Bengal, India2 days ago
Job descriptionProvide rapid responses and maintain SLA standards in a time-sensitive operational Troubleshoot login issues, manifest signing problems, workflow errors, and other Escalate complex issues to senior team members while maintaining clear 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, Participate in testing and QA cycles as part of deployment readiness. Execute test cases, document findings, and provide feedback on defects, usability, Collaborate with the team to support QA and deployment testing protocols, ensuring Use testing participation as a core method of learning the platform and understanding Learn the platform thoroughly within the first 60 days and become independently Maintain internal notes, ticket histories, and escalation details. Contribute observations and suggestions to improve training materials, help Work closely with the Customer Success Manager, Support team, and Engineering Participate in department meetings, all-hands, and regular syncs to stay aligned with Provide additional bandwidth to the team during heavy deployment periods. At least 5 years of experience in Customer Success or Customer Support roles for a Experience supporting production-critical SaaS platforms is highly preferred. Exposure to logistics, transportation, construction, waste management, heavy Experience with material tracking, chain-of-custody workflows, landfills, or similar Prior experience supporting field operators or logistics personnel. Experience with remote customer onboarding for vertical SaaS platforms. 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. 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. 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.
Customer Success Specialist (SaaS – Logistics / Material Tracking)
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.
environment.
functional challenges faced by drivers, haulers, generators, and landfill operators.
communication with customers.
Onboarding & Implementation Support
deployment schedules, and operational workflows.
Testing & QA Participation (New)
and workflow inconsistencies.
smooth and stable rollouts.
edge cases and customer workflows.
Process & Documentation
capable of handling at least 50% of common support cases.
documentation, and internal workflows.
Cross-functional Collaboration
when needed.
deployment initiatives.
Required Skills & Qualifications
Experience
SaaS company.
operations, or similar industries is a strong plus.
operational systems.
Technical / Functional Skills
Soft Skills
Success Criteria — First 60–90 Days
By the end of the first 2–3 months, a successful hire should :
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Customer Specialist • Kolkata, West Bengal, India
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