Customer Success Specialist

Our client is seeking a Customer Success Specialist to support onboarding, ensure strong customer adoption, and provide ongoing assistance to users of their logistics-focused SaaS platform.

Role Overview

This role blends onboarding, account success, troubleshooting, and product feedback. You will work closely with internal teams to help customers get the most out of the platform, resolve issues quickly, and contribute to continuous product improvement. Individuals who enjoy problem-solving, working with operations-driven users, and simplifying complex workflows will thrive in this role.

Key Responsibilities

• Lead onboarding for new customers and guide them through successful adoption of the platform.

• Provide support to existing customers by answering questions, resolving issues, and communicating updates.

• Identify opportunities for deeper customer engagement and long-term account success.

• Analyse customer usage data to detect risks, trends, and opportunities.

• Troubleshoot user and workflow issues and translate feedback into actionable insights for internal teams.

• Collaborate with product, engineering, and sales teams to enhance features and processes.

• Help build scalable customer success documentation and repeatable processes.

Qualifications

• Bachelor’s degree or equivalent experience.

• 3–5 years in customer success, onboarding, operations, or a related client-facing role; B2B SaaS preferred.

• Experience working with logistics, last-mile couriers, or delivery operations.

Skills

• Excellent written and verbal communication; ability to simplify complex concepts.

• Empathy and comfort working with dispatchers, drivers, and small business users.

• Strong problem-solving skills and a sense of ownership when resolving issues.

• Proficiency with spreadsheets and basic data analysis.

• Experience with CRM systems, support platforms, and tools such as Zendesk.

• Exposure to automation or scripting tools (e.g., SQL, Zapier) is a plus.

• Ability to multitask and prioritise in a fast-paced environment.

Benefits

• Group Health and Life 
  
• Two Weeks Paid Vacation