Customer Success Specialist

Customer Success Specialist (SaaS – Logistics / Material Tracking) Location: 100% Remote aligned to EST hours Type: Full-time About the Role We are looking for a responsive, detail-oriented Customer Success Specialist to support our clients using a mission-critical, production-grade SaaS platform used across landfills, haulers, and material generators. This role is ideal for someone who thrives in fast-paced environments, can learn complex workflows quickly, and can support customers whose day-to-day operations depend on immediate and accurate issue resolution. Key Responsibilities Customer 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 operational environment. • Troubleshoot login issues, manifest signing problems, workflow errors, and other functional challenges faced by drivers, haulers, generators, and landfill operators. • Escalate complex issues to senior team members while maintaining clear communication 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, ensuring smooth and stable rollouts. • Use testing participation as a core method of learning the platform and understanding edge cases and customer workflows. Process & Documentation • Learn the platform thoroughly within the first 60 days and become independently capable 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, help documentation, and internal workflows. Cross-functional Collaboration • Work closely with the Customer Success Manager, Support team, and Engineering when needed. • Participate in department meetings, all-hands, and regular syncs to stay aligned with deployment initiatives. • Provide additional bandwidth to the team during heavy deployment periods. Required Skills & Qualifications Experience • At least 5 years of experience in Customer Success or Customer Support roles for a SaaS company. • Experience supporting production-critical SaaS platforms is highly preferred. • Exposure to logistics, transportation, construction, waste management, heavy operations, or similar industries is a strong plus. • Experience with material tracking, chain-of-custody workflows, landfills, or similar operational 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 Days By 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.