Customer Experience Champion
18 hours ago
Unlock Profit Potential at Loop
About UsWe're on a mission to revolutionize the supply chain by unlocking profits trapped in data inefficiencies. Our cutting-edge audit and pay platform harnesses AI-driven domain expertise, providing unparalleled transportation spend visibility.
Leveraging our innovative technology, industry leaders like J.P. Morgan Chase, Great Dane, Emerge, and Loadsmart partner with us to control costs and power profit. Backed by investors such as J.P. Morgan, Index Ventures, Founders Fund, 8VC, Susa Ventures, Flexport, and leading angel investors, our team brings expertise from companies like Uber, Google, Flexport, Meta, Samsara, Intuit, Rakuten, and long-standing industry leaders like C.H. Robinson.
Job Title: Customer Experience Champion (Product Support Specialist)Join Loop as we seek an experienced Product Support Specialist to bridge the gap between customer needs and internal teams. As a product expert, you'll communicate clearly, understand and address pain points, and translate technical and non-technical language for stakeholders. This role collaborates directly with customer success, product, engineering, and strategy and operations teams within the Delivery organization.
This critical position impacts customer interactions with our product, time-to-resolution, and provides actionable insights to improve customer experience. Your focus will be on building and maintaining support infrastructure, reporting, and resolution. You'll provide timely support via various communication channels, work closely with customers, and serve as the internal voice of the customer.
Key Responsibilities:- Partner with engineering, design, and product to establish and maintain support infrastructure, reporting, and resolution processes.
- Offer timely and effective support to customers through various communication channels to address inquiries, troubleshoot issues, and provide guidance on product usage.
- Work directly with customers to resolve pain points and ensure users maximize their use of the Loop platform.
- Serve as the internal voice of the customer, bringing insights from customer success to product and bridging gaps for features yet to be built.
- Develop and maintain support reporting that proactively flags issues and provides product teams with necessary insights to move quickly.
- Create and maintain a customer-facing knowledge base that reduces support interactions and offers self-service learning as the company scales.
You should have 2 years of experience in operations, customer service, or support with a software product. You must balance a willingness to learn with the ability to execute. As a team player, you're excited about being part of a fast-paced, growing company. You may need to travel up to 20%, and this is a hybrid role based in Chicago with the expectation to be in the office.
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