Internal Customer Support at Loadsmart

ARE YOU INTERESTED IN JOINING AN INNOVATIVE LOGISTICS TECHNOLOGY COMPANY? Loadsmart is a growth-stage technology company valued at over $1 billion (a true Tech Unicorn)! We are a collection of industry veterans and user-centered engineers using innovative technology to fearlessly reinvent the future of freight by helping shippers, brokers, warehouses and carriers to move more with less. With headquarters in Chicago and a globally distributed remote team, Loadsmart continues to attract top talent committed to driving meaningful change. We seek professionals who embody our core values: curiosity, clarity, results, commitment, and teamwork. We are seeking a customer-obsessed, detail-oriented, and relentlessly proactive. This role is the front line for Alice, Loadsmart's internal Brokerage TMS. You will triage defects, tickets, and support requests from our Brokerage teams, resolve what you can, and translate the rest into clear, reproducible, high-quality tickets for the engineering teams. You will also help reduce repeat issues by improving documentation, training, and operational workflows so our product squads can stay focused on delivering the roadmap. WHAAT YOU GET TO DO: • Own first-line intake for Alice support across ASR, CSR, and Back Office teams (Slack, Jira, email). • Triage incoming requests: reproduce issues, categorize (bug, data, training, enhancement), and assess severity and impact. • Resolve issues without engineering via guidance, configuration, and documented workarounds; keep stakeholders moving. • Create high-quality tickets when engineering is required, including repro steps, expected vs actual behavior, and business impact. • Coordinate urgent incident response for critical outages or workflow breaks, with clear status updates and post-incident follow-ups. • Identify recurring patterns and drive prevention through knowledge base articles, lightweight enablement, and recommendations to Product. • Track and report support health metrics weekly (volume, time-to-first-response, deflection rate, top drivers). REQUIRED QUALIFICATIONS: • 3+ yrs product/ops support (SaaS or internal systems). • Troubleshoot workflows; isolate root cause (system/data/process); SQL a plus. • Fluent English; clear updates for non-technical users. • Tools: Zendesk/Jira/Salesforce preferred; maintain a searchable knowledge base. • Partner with Product/Engineering; manage stakeholder expectations. WORKING AT LOADSMART: • Competitive base salaries - we believe in rewarding top talent  • Extremely competitive Equity package - become a shareholder in our company! • Loadie Time Off - PTO and sick days without a limit At Loadsmart, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Loadsmart treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes, including on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status, or disability. It is the policy of Loadsmart that all offers of employment made shall be contingent upon successful completion of electronic background check(s). These checks will be job-related, consistent with business necessity and conducted by our vendor, pursuant to all applicable laws, rules, policies and procedures of our candidates' specific locale.