Operations Analyst

Learn more at: www.truckbase.com

What we do

At Truckbase, we empower small and mid-sized trucking companies with easy-to-use online tools to help them thrive. Legacy trucking software was built and priced for large fleets. Truckbase was founded in 2021 with the vision that purpose-built solutions can meaningfully improve the livelihoods of drivers, dispatchers, operations managers, and owners at small trucking companies.

This role

Truckbase is looking for an experienced startup Operations Analyst who will work with our Head of Operations to onboard, implement, and support our growing customer base. This role will play a pivotal part on the Customer Success team, serving as the first line of support for customers and getting customers from signature to fully launched raving fans.

Strong candidates will have prior customer success and support experience, ideally in a startup or growth-stage vertical SaaS company. Trucking or logistics-specific experience is not required but a plus.

Responsibilities

Serve as the first line of support for customers:

• Proactively serve as the first line of support for customers, responding to inquiries and investigating and debugging issues.
• Write articles and create videos for commonly seen support tickets.
• Write bug reports and feature requests for the product and engineering teams.
• Analyze support ticket and product usage data to identify areas for product improvement and better customer training.
• Maintain tight feedback loops with the product development team to ensure customer insights are regularly shared and reviewed.

Take ownership of onboarding clients:

• Efficiently complete various onboarding tasks for customers (e.g., configuring accounts, setting up integrations like ELD/telematics and accounting systems, and assisting with bulk data uploads).
• Project manage customer onboardings, keeping all clients on track to go live in less than a month.
• Build long-term relationships with customers, growing our number of raving fans.
• Conduct customer training sessions to educate clients on product features and best practices.
• Develop and implement better processes to improve the onboarding experience using tools such as Retool, Postman, and Excel macros.

Qualifications

• 2-3+ years experience in a customer-facing role, such as customer success or support (ideally in a startup or SaaS company)
• Analytical with the ability to learn/use lightly technical tools when needed
• Detail-oriented, takes significant pride in delivering on outcomes
• Exceptional communication skills, both written and verbal
• Excitement for rolling up your sleeves to move the business forward
• Bonus points for experience in or knowledge of freight/trucking industry

Why Truckbase?

• We’re a passionate startup team that spends our time figuring out how to solve the problems of family-owned trucking companies
• Everyone on our team is both an individual contributor and a leader
• We’re a 100% remote company where bureaucracy and hierarchy are abhorred
• Truckbase offers a dynamic workplace where you will build upon our initial success as the leading platform for small and mid-sized fleets
• Opportunity to be on ground floor of fast-paced startup with founding team
• We’re backed by experienced vertical SaaS investors and operators that provide resources to help us punch above our weight

Perks of working at Truckbase

• 100% remote workplace, equipment provided
• Competitive compensation package, including equity
• Strong benefits with medical, dental, and vision insurance + 401k program
• Open vacation policy and flexible schedule
• Quick opportunities for career advancement
• Work directly with our Head of Ops, CEO, and founding team