About the role

This is a full time in-the-office position for a Sr Customer Support Specialist. This person is the first point of contact for customers using Freight Science solutions and, hence, plays an essential role in providing our customers with an exceptional experience while managing their expectations.


  • Answering questions and providing guidance via voice, email and chat channels
  • Creating and managing the lifecycle of tickets for each customer engagement
  • Researching issues and escalating when resolution requires a higher level of expertise
  • Improving the Freight Science customer support process
  • Creating and maintaining a knowledge base
  • Managing the AI enabled auto response system

Qualifications, Skills, and Experience

  • Customer engagement: Respond to customer inquiries delivering an exceptional experience.
  • Basic issue research and problem solving: Understand data models and develop, execute and analyze the result of SQL queries to determine root cause of issues
  • Ticket Management: Manage the life-cycle of customer support tickets for software systems.
  • Knowledge capture and management: Enhance and maintain wiki with answers to common questions.
  • Communication: strong written and verbal communication skills
  • Bachelor’s degree in business or equivalent
  • 4+ years tier 1 customer support experience or equivalent
  • Experience managing auto-response systems is a plus
  • Experience in the trucking or logistics industry is a plus

About Freight Science

The trucking industry is at the beginning of a dramatic transformation and how companies leverage their information assets will determine the winners and losers. Freight Science’s mission is simple – help front-line workers at large trucking companies make the best decision for their customers and their company, every time. Freight Science leverages a carrier’s existing technology investments and external data sources to drive decision support and decision automation. We are a culture that values collaboration and experimentation. At the core of Freight Science are our people. If you consider yourself an innovator, a learner, and have a passion for solving difficult problems in a fast-paced environment poised to disrupt the transportation industry, then we would love to have you join our team.