Customer Experience Partner at Send Freight

Role Description

• We are hiring a Customer Experience Partner to manage customer onboarding and support, ensuring a smooth, transparent, and high-quality experience across the shipment lifecycle.
• This role will serve as a key point of contact for customers, proactively supporting them throughout their shipment journey, resolving issues efficiently, and working closely with internal teams to drive customer satisfaction and retention.

Key Responsibilities

• Guide new customers through the onboarding process and ensure a smooth transition to SEND’s platform.
• Serve as the primary point of contact for customer inquiries and issue resolution.
• Proactively provide customers with shipment visibility and timely updates.
• Ensure customers receive accurate and timely invoices for all transactions.
• Monitor customer experience metrics and identify opportunities for improvement.
• Coordinate with internal teams to escalate and resolve complex customer issues.
• Gather and communicate customer feedback to inform service and product improvements.

Required Qualifications

• Bachelor’s degree in Business, Communications, or a related field.
• 3+ years of experience in customer support, customer success, or related roles.
• Strong problem-solving, communication, and relationship management skills.
• Experience using CRM or customer support tools (e.g., Zendesk) is an advantage.
• Ability to work effectively in a fast-paced, customer-facing environment.