Support Lead

2+ years of experience in customer support, account management, or client success Exceptional written communication and attention to detail Experience with chat/ticket platforms like Pylon, Intercom, Zendesk, or similar Ability to work independently and handle multiple conversations simultaneously Strong sense of ownership and accountability Background in freight forwarding, customs brokerage, trucking, or logistics SaaS is a plus Experience writing help center articles or standard operating procedures is a plus Familiarity with tools like Notion, HubSpot, or Slack is a plus Familiarity with AI tools like ChatGPT, Claude, or Perplexity is a plus

Monitor and respond to inbound customer chats Provide quick and clear first-touch responses Escalate or assign tickets to appropriate team members Own and manage the full lifecycle of support tickets Ensure tickets are categorized, prioritized, and handled within target SLAs Keep customers informed of progress Contribute to internal documentation and customer-facing knowledge base Recommend and help implement workflow improvements Track support metrics and report trends Provide feedback to product and operations teams