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Logistics SaaS Support Specialist

Logistics SaaS Support Specialist

Measured Moves Pvt LtdRepublic Of India, IN
5 hours ago
Job description

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.

  • 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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    Support Specialist • Republic Of India, IN

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