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Customer Experience Specialist

Convoy is transforming the $800 billion trucking industry, where even 10 years ago, most truck drivers did not have smartphones and paper driver logs were common. In 2015, Convoy launched the digital freight movement with an open and fully connected marketplace for brands and manufacturers to work directly with freight carriers who move truckload shipments throughout the country. This ‘Digital Freight Network’ is powered by machine learning and automation, and supported by a broad, ever-growing set of features that benefit both sides of the marketplace.

We’ve been honored to work with some great companies, such as Unilever, The Home Depot, and Procter & Gamble. We’ve also been backed by world-class investors, including Google, YCombinator, Fidelity, Greylock, Generation IM, Lone Pine, T. Rowe Price, Baillie Gifford and the founders and CEOs of Amazon, Salesforce, eBay, LinkedIn, Expedia, Dropbox, Starbucks, and others. We are proud to have been named a CNBC Disruptor 50 Winner (3x), a Fast Company World Changing Idea, a LinkedIn Top Startup, a Forbes' Best Startup Employer, one of Fortune Magazine's 'Impact 20' list, a best place to work in Washington State, a BloombergNEF Pioneer winner, and more.

This is your opportunity to collaborate with an incredible group of people and help transform the freight industry. Join Convoy and help us transport the world with endless capacity and zero waste.

About the job:
Health benefits: 100% coverage of your medical, dental, and vision premiums, and 85% coverage for your family or dependents.
Paid parental leave: Four months paid parental leave for primary caregivers and six weeks paid parental leave for secondary caregivers.
Commuter benefits: We’ll give you a fully paid for transit card to use like cash to pay your fare. If you commute to work by bus, train, or ferry in Atlanta or Seattle we’ll get you to work for free!

Available shifts:
Sunday-Wednesday from 7:30am-6:00pm EST
Sunday-Wednesday from 10:30am-6:00pm EST
Wednesday-Saturday from 7:30am-6:00pm EST
Wednesday-Saturday from 10:30am-6:00pm EST

About you:

You have the ability to excel in an intense, dynamic work environment as an early member of a growing team. In partnership with sales and brokerage teams, Customer Experience Specialists act as stewards of customer support, problem solving, and quality control. You deeply care about the customer experience, are comfortable with ambiguity and operate with a degree of scrappiness to ensure you do what is necessary to get the job done! Customer Experience Specialists need to be strong team members and be able to prioritize time sensitive tasks.

You will:

Provide great customer service to inbound customer contacts, including negotiating with carriers and solving customer escalations via phone, email, and other modes of communication
Collaborate and build positive, inclusive and respectful relationships; inspire strong performance in yourself and others as a leader
Provide excellent customer support while using standard processes and internal tools to troubleshoot within tight deadlines
Work independently on projects and must be comfortable working in an ambiguous and ever changing environment
Undertake deep dives, audits, and other duties as needed to support operational excellence
Train customers on how to use our product, improve their performance, and grow their business with Convoy
Operate across cross-functional teams to execute programs and deliver exceptional service
Provide detailed summaries to team members and internal stakeholders to assist with taking work items to completion
Be self directed and have a proactive approach to work
Provide insight, assistance, and training to peers or other team members to help raise team performance

We're looking for someone who has:

1-3 years of previous customer service experience
Comfort working in an ambiguous environment
A passion for process improvement and problem solving
Critical thinking and root cause analysis experience
The ability to remain calm, think on your feet, and exercise sound judgment under pressure
Success working in team environments and is an active and engaged participant in team meetings
Basic computer literacy; managing several tabs, email inboxes, utilizing communication software.

Nice to haves:

Bachelor’s degree
Beginner to intermediate level experience with MacOS, Slack, Google Suite.
Transportation, freight brokerage, or other logistics industry experience
Technology industry and startup experience
Beginner to intermediate level experience with Excel or equivalent programs and PowerPoint or equivalent programs.
Beginner to intermediate level experience with programing languages ie. SQL, Java, Python

Benefits:

Employees' wellbeing is top of mind for the Convoy team. Outside of offering excellent medical, dental, and vision benefits, we also offer the following:

On demand mental and emotional health benefits through Lyra
On demand primary care through 98.6
Generous paid time off
Paid parental leave program
Fertility benefit solutions via Progyny
Child-care and adult/elder-care options through Bright Horizons
Opportunity to join and contribute to one of our Employee Resource Groups
Ability to make a real world impact!

Convoy is an equal-opportunity employer and we welcome applicants from all backgrounds. If you’re a passionate team player who wants to have an outsized impact on a diverse and dynamic team, we’d love to hear from you!

Convoy Glassdoor Company Review

3.6