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Support Specialist, Member Experience at Saltbox (View all jobs)

Remote

What We’re Looking For Our members tell us that Saltbox is built for them. Member experience is a critical part of what differentiates Saltbox from other solutions in the logistics industry. We’re looking for an experienced Support Specialist to serve as a product expert for our members and to help create an industry-defining logistics brand.

As the first hire for the Support Specialist role at Saltbox, you will have significant influence on designing and implementing the tools and systems we use to support our members. The right candidate will bring a strong point of view about how best to support customers and likely has previous experience in logistics, supply chain, or ecommerce industry. The role is highly collaborative, working closely with leadership and our product, sales, and operations teams.

Are you currently a customer support manager and wondering if this is the right career move for you? Let’s talk. This position is remote. Some travel required.

Responsibilities

• Deeply understand what members value about their experience with Saltbox and provide clear written communication about that understanding to the rest of the business.

• Help to design and implement support queues and systems in tools such as Zendesk

• Provide expert responses to member questions, usually over email, but also via scheduled phone calls, occasionally via Slack, and sometimes in person when visiting a Saltbox location

• Contribute significantly to objectives and key results (OKR) to ensure improvements to member experience outside of the support queue

• Communicate insights about unmet member needs to the product team

Requirements

• 3+ years of relevant experience in customer support or related field

• Minimum of 1-3 years experience in supply chain or logistics

• Exceptional ability to communicate clearly and effectively in writing

• Excellent visual and verbal communication skills

• Ability to stand up systems and processes for others to follow to ensure a high quality support experience for both employees and members

• Ability to prioritize projects to align with what is most impactful to members and to the business

It would be amazing if:

• You have experience supporting ecommerce businesses regarding their ecommerce and supply chain needs

• You have significant experience with Zendesk or similar customer messaging solutions

• You have an allergy to broken processes—especially when it adds friction for employees or customers—but you’re able to suggest solutions with empathy and clarity

• You live near a current or upcoming Saltbox location so that you can be close to members.

What We Offer Saltbox strives to do everything we can to support our team members. We strongly value creating an environment where our employees are healthy and happy. Because of this, we are committed to generous benefits including:

• Salary of $50,000 annually

• Remote first work options + flexible working hours

• Competitive medical, dental, and vision insurance

• 401k plan

• Company-sponsored long and short term disability and life insurance

• Vacation time, sick time and paid holidays

• Paid parental leave

• Team building retreats, coffee chats, and meal perks

• Job training opportunities, learning and professional development budgets

Join Saltbox. Our mission is to make logistics approachable, accessible, and efficient for all. Listen to what human-centric logistics means to our members. Learn more.