Сustomer Support Lead in Logity

Logity is a brand of companies with more than 14 years of experience in the logistics and trucking market of the United States, Canada and Mexico, developing software for the logistics industry and providing back office services for drivers and small trucking companies. We're always looking for the best, so we're always growing and always looking for talented people.

We currently have a Customer Support Lead job opening at Logity Tech.?

Logity Tech is a software development team that owns and develops a portfolio of web and mobile products for Logity. Logity Tech creates technological solutions to solve the problems faced by brokers and carriers in freight logistics.?

We are looking for a person who does not just want to work in support, but feels a real calling to help users. A person who has experience in building effective processes and working closely with the development team. It's important to us that our users feel cared for and that their comfort and problem solving are our number one priority.

We look forward to hearing from you!

This job is for you if you have:

• 2+ years of customer service experience, including at least 1 year in a leadership position;
• a deep understanding of the best practices and methodologies in support;
• strong leadership skills: ability to inspire, communicate clearly and resolve conflicts;
• excellent verbal and written communication skills, able to interact with both technical and non-technical parties;
• high level of responsibility, integrity and result-oriented;
• experience working with support platforms (e.g. Intercom, Zendesk, Jira Service Desk, Salesforce Service Cloud);
• experience in creating training materials;
• English language skills - Advanced level.

Will be an advantage:

• data analysis skills to monitor support metrics and study user behavior;
• experience in creating video tutorials.

What will you be do:

• form and manage the support team;
• monitor and analyze support metrics (SLA, KPI), identify trends and implement improvements;
• coordinate the support department and ensure timely resolution of requests;
• develop and implement strategies to increase customer satisfaction and reduce the volume of requests;
• create, document and improve policies and processes support;
• collect and analyze user feedback to improve the product;
• create and maintain a knowledge base and user training materials;
• collaborate with product development teams, business development and other departments to effectively meet customer needs.

What we offer:

• official employment;
• convenient work schedule: Monday-Friday, from 14:00;
• possibility to work in a hybrid format — partly from home, partly in the office or remotely;
• modern, comfortable officec, where there is everything you need for productive work;
• professional development and real opportunities for career growth;
• salary: ready to focus on your wishes and skill level.

Five values ​​of LogityTech

1. Customer orientation

Our colleagues are our customers. We strive to provide the best service for them. Therefore, they are always open to dialogue with colleagues. After all, feedback is the driver of corporate progress.

2. Mutual respect

We build healthy communication within and outside departments. We know the importance and significance of the work of each department and department and we broadcast it externally.

3. Orientation to the result?

When making decisions, we always take into account two things: the goals set in the past and the perspective in the future. This allows you not to deviate from the goal and bring what you started to the end.

4. Proactivity

?We highly value everyone who knows how to make decisions and implement them. Who instead of "Let someone else do it" thinks "What can I do?". And everyone in their place does what they should, and even more.

??5. Development

The smartest people are always ready to admit that they don't know something. Therefore, we continue to invest time and resources in the development of our team. To do this, we created our own educational department, we teach professions from scratch and during all stages of cooperation with the company. We provide an opportunity for colleagues to always obtain relevant knowledge and skills that will help achieve great results.