Customer Success Specialist (SaaS – Logistics / Material Tracking)

<p><strong>Customer Success Specialist (SaaS – Logistics / Material Tracking)</strong></p><p><strong>Location: 100% Remote aligned to EST hours</strong></p><p><strong>Type: Full-time</strong></p><p><br></p><p><strong>About the Role</strong></p><p>We are looking for a responsive, detail-oriented Customer Success Specialist to</p><p>support our clients using a mission-critical, production-grade SaaS platform used</p><p>across landfills, haulers, and material generators. This role is ideal for someone who</p><p>thrives in fast-paced environments, can learn complex workflows quickly, and can</p><p>support customers whose day-to-day operations depend on immediate and accurate</p><p>issue resolution.</p><p><br></p><p><strong>Key Responsibilities</strong></p><p><strong>Customer Support & Troubleshooting</strong></p><p>• Serve as a primary point of contact for inbound support requests through phone,</p><p>email, and ticketing tools.</p><p>• Provide rapid responses and maintain SLA standards in a time-sensitive operational</p><p>environment.</p><p>• Troubleshoot login issues, manifest signing problems, workflow errors, and other</p><p>functional challenges faced by drivers, haulers, generators, and landfill operators.</p><p>• Escalate complex issues to senior team members while maintaining clear</p><p>communication with customers.</p><p><br></p><p><strong>Onboarding & Implementation Support</strong></p><p>• Assist with remote onboarding of new users and customer sites.</p><p>• Support migration activities and deployments (e.g., V2→V3 rollout for Colorado).</p><p>• Guide customers through initial setup, project configuration, and platform workflows.</p><p>• Shadow existing customer success members to understand internal processes,</p><p>deployment schedules, and operational workflows.</p><p><br></p><p><strong>Testing & QA Participation (New)</strong></p><p>• Participate in testing and QA cycles as part of deployment readiness.</p><p>• Execute test cases, document findings, and provide feedback on defects, usability,</p><p>and workflow inconsistencies.</p><p>• Collaborate with the team to support QA and deployment testing protocols, ensuring</p><p>smooth and stable rollouts.</p><p>• Use testing participation as a core method of learning the platform and understanding</p><p>edge cases and customer workflows.</p><p><br></p><p><strong>Process & Documentation</strong></p><p>• Learn the platform thoroughly within the first 60 days and become independently</p><p>capable of handling at least 50% of common support cases.</p><p>• Maintain internal notes, ticket histories, and escalation details.</p><p>• Contribute observations and suggestions to improve training materials, help</p><p>documentation, and internal workflows.</p><p><br></p><p><strong>Cross-functional Collaboration</strong></p><p>• Work closely with the Customer Success Manager, Support team, and Engineering</p><p>when needed.</p><p>• Participate in department meetings, all-hands, and regular syncs to stay aligned with</p><p>deployment initiatives.</p><p>• Provide additional bandwidth to the team during heavy deployment periods.</p><p><br></p><p><strong>Required Skills & Qualifications</strong></p><p><strong>Experience</strong></p><p>• At least 5 years of experience in Customer Success or Customer Support roles for a</p><p>SaaS company.</p><p>• Experience supporting production-critical SaaS platforms is highly preferred.</p><p>• Exposure to logistics, transportation, construction, waste management, heavy</p><p>operations, or similar industries is a strong plus.</p><p>• Experience with material tracking, chain-of-custody workflows, landfills, or similar</p><p>operational systems.</p><p>• Prior experience supporting field operators or logistics personnel.</p><p>• Experience with remote customer onboarding for vertical SaaS platforms.</p><p><br></p><p><strong>Technical/Functional Skills</strong></p><p>• Ability to learn a complex SaaS product quickly and operate it independently.</p><p>• Strong troubleshooting and problem-solving skills.</p><p>• Comfortable handling inbound customer calls and walking users through workflows.</p><p>• Familiarity with remote onboarding, remote training, and configuration support.</p><p>• Ability to participate in structured testing and QA workflows.</p><p><br></p><p><strong>Soft Skills</strong></p><p>• Highly responsive and reliable with strong ownership mentality.</p><p>• Strong communication skills, especially with non-technical users.</p><p>• Ability to work well in fast-paced environments with minimal documentation.</p><p>• Comfortable working in remote teams and across time zones.</p><p><br></p><p><strong>Success Criteria — First 60–90 Days</strong></p><p><strong>By the end of the first 2–3 months, a successful hire should:</strong></p><p>• Demonstrate strong understanding of the platform and its workflows.</p><p>• Independently handle a significant portion (≈50%) of daily support cases.</p><p>• Provide timely responses and follow SLA expectations.</p><p>• Support the team during major deployments (e.g., Colorado V3 migration).</p><p>• Participate effectively in QA and release testing cycles.</p><p>• Show solid judgment on when to escalate issues.</p><p>• Integrate into the team’s rhythm, meetings, standups, and processes.</p><p><br></p><p><br></p>