Customer Support Specialist

About the Role
Join the company, an early-stage team ambitiously transforming the $800B US freight industry. As a Customer Support Specialist, you’ll deliver frontline product support for our SaaS platform and build the technical skills (APIs, logs, SQL basics) to progress toward a Forward-Deployed Engineering (FDE) role.

Industry Insight
Transportation logistics is complex and fragmented—ideal for standardization and automation. Your work helps carriers and brokers adopt modern tooling faster, with bilingual support expanding access and trust across customer segments.

About Alvys
We’re building a multi-tenant SaaS platform that modernizes transportation operations, becoming an essential system of record for logistics companies.

Mission & Vision

Mission: To empower logistics companies with reliable technology that drives efficiency, collaboration, and growth.
Vision: To set the global standard in logistics technology by delivering a powerful, adaptable, and customer-focused platform that evolves with the transportation industry's needs and ultimately transforms the supply chain ecosystem.

Values

Our passion is innovation; our priority is reliability.
Trust: Built through humility and consistently keeping our word.
Customer Focus: Our customer’s customer is our north star.
Innovation: Continuously evolving to lead in cutting-edge technology.
Excellence: Deliver with precision and care to exceed expectations.
Speed: Maximize productivity with streamlined processes.

Our Principles

Customer Obsession: Fast, clear, accurate support.
End-to-End Ownership: See issues through to resolution.
Blameless Learning: Improve process, product, and documentation.
Core Values: Trust, transparency, and fairness.

Minimum Qualifications

Fluent English—spoken and written.
1–3 years in SaaS customer support or logistics operations/support.
Excellent written communication and structured case notes.
Comfortable handling a high ticket volume across channels.
Ability to work standard PST business hours in a remote team.

Preferred Qualifications

Familiarity with logistics/TMS concepts (loads, trips, settlements, EDI).
Experience creating or maintaining KB articles and macros.
Basic comfort running simple API checks (e.g., using Postman) and reading JSON.
Outstanding organizational skills and the ability to manage multiple tasks and requests.
Results oriented; you always have your next goal in mind, and a plan to get there

Responsibilities

Provide support via email, chat, and phone with timely, accurate updates.
Effectively handle high volume of customer tickets across various channels (email, chat, phone) and multiple systems
Dive deep into customer issues and requests, ensuring necessary context is gathered for effective action to be taken. Triage issues and bugs between customers & engineering teams.
Write clear tickets for internal teams with impact, repro steps, and customer context.
Help build trust with customers by providing timely responses & clear explanations around how they can leverage Alvys software to create efficiencies within their business
Maintain and improve knowledge base articles and troubleshooting runbooks.
Identify recurring issues and propose improvements to reduce repeat tickets.
Effectively work and collaborate within a 100% remote team setting

We Offer: