Customer Success Specialist

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