Support Specialist

Support Specialist

Learn more at: www.truckbase.com

What we do
At Truckbase, we empower small and mid-sized specialized trucking companies with easy-to-use online tools to help them thrive. Legacy trucking software was built and priced for large fleets and not customized to specialized carriers. 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. We partner with fleets to build simple dispatch and operations tools that power growth.

Location: Anywhere USA (preferred working hours: 9-5PM ET or CT)

Support Specialist
Truckbase is looking for a proactive, tech-savvy Support Specialist to support our growing customer base. You’ll be a critical member of the Support team — acting as the first line of support. In addition, you’ll help build customer-facing support documentation, help with clients that are onboarding, and share customer insights with our product team.

This is a hands-on, high-impact role that blends customer-facing support, technical troubleshooting, onboarding coordination, and internal ops/process-building.

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

Responsibilities

Customer Support

• Serve as the first line of support for customers across email, chat, phone, and Zoom during normal working hours (e.g., 9-5PM ET).
• Troubleshoot customer issues and resolve support requests quickly and clearly.
• Maintain a clean support inbox and help improve key support metrics, including first-response time, resolution time, and customer satisfaction during normal working hours.
• Track, document, and escalate bugs, product feedback, and recurring customer issues.
• Maintain tight feedback loops with the Customer Success and Product teams.

Knowledge Base & Training

• Maintain and expand our customer-facing Knowledge Base.
• Write clear support articles that help customers self-serve common questions.
• Produce training videos and other enablement content for the Knowledge Base and online training materials.
• Run or assist with live training sessions for new customers to drive successful adoption.

Onboarding & Technical Support

• Assist with customer onboarding, including account setup, basic configuration, and customer training.
• Help troubleshoot common setup, data import, and integration issues.
• Support customers as they learn core Truckbase workflows.
• Document recurring setup issues and escalate more technical requests to the appropriate team.

Internal Ops

• Document support workflows.
• Help improve internal processes, tagging, reporting, and support workflows as we scale.
• Surface recurring onboarding and product friction points to the Customer Success and Product teams.

Qualifications

• 1+ years of experience in a customer-facing role such as support or customer success, ideally at a SaaS company.
• Preferred working hours: 9-5PM ET or CT
• Excellent written and verbal communication skills.
• Comfortable talking with customers on the phone and Zoom.
• Strong troubleshooting instincts and technical aptitude.
• Ability to translate technical concepts for non-technical users.
• Detail-oriented and able to juggle many priorities and urgent requests.
• Empathy for customers, an analytical mindset, and a self-starter attitude.
• Familiarity with Intercom or similar support tools is preferred but not required.
• Bonus points for experience in or knowledge of the trucking or logistics industry.

Why Truckbase?

• We’re a passionate startup team that spends our time figuring out how to solve the problems of family-owned specialized 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
• Strong benefits with medical, dental, and vision insurance + 401k program
• Vacation policy and flexible schedule
• Quick opportunities for career advancement

Truckbase is an equal opportunity employer