Freight Support Manager

Freight Support Manager
Company: Transportli
Website: transportli.com
Industry: Transportation Technology & Logistics
Employment Type: Full-Time
Work Location: Remote
About Transportli
Transportli is an online shipping marketplace connecting individuals and businesses with transportation providers across the United States.
Our platform helps customers compare shipping quotes, communicate with carriers, and arrange transportation services, including Less-Than-Truckload (LTL) freight, expedited shipping, and auto transport.
We’re building a simpler, more transparent shipping experience through technology, competitive pricing, and reliable customer support.
Position Overview
We are seeking a detail-oriented and customer-focused Freight Support Manager to oversee customer support operations and help ensure a smooth shipping experience for customers and transportation providers using the Transportli marketplace.
The ideal candidate has experience in freight transportation, strong communication skills, and the ability to resolve shipping-related issues efficiently.
This role involves assisting customers with shipping requests, coordinating communication between marketplace participants, monitoring shipment progress, and improving customer satisfaction.
Key Responsibilities
Customer Support & Freight Assistance

Respond to customer inquiries via email, live chat, and phone.
Assist customers with shipping requests, quotes, and booking procedures.
Explain freight transportation options, transit times, and service requirements.
Help customers understand LTL freight classifications, packaging requirements, and accessorial charges.
Resolve customer concerns related to pickups, deliveries, and shipment updates.
Carrier Communication

Communicate with transportation providers regarding shipment availability and service details.
Facilitate communication between customers and carriers.
Assist with pickup and delivery scheduling.
Monitor shipment progress and provide timely updates.
Escalate service disruptions, delays, and transportation-related issues.
Shipment Support & Documentation

Review shipment information for accuracy and completeness.
Assist customers with Bills of Lading (BOLs), Proofs of Delivery (PODs), and shipping documentation.
Support customers with freight damage reports, billing discrepancies, and service complaints.
Maintain accurate shipment records and customer communication histories.
Marketplace Operations

Monitor incoming shipping requests and customer inquiries.
Follow up with customers who have received quotes but have not completed bookings.
Identify opportunities to improve quote acceptance and booking conversion rates.
Help transportation providers navigate the Transportli platform.
Collaborate with the product and operations teams to improve marketplace functionality.
Performance & Quality Management

Maintain high customer satisfaction and response-time standards.
Track support performance, recurring issues, and customer feedback.
Develop and improve customer support procedures.
Identify opportunities for automation and operational efficiency.
Prepare periodic reports on support activities and performance.
Required Qualifications

2+ years of experience in freight transportation, logistics operations, or customer support.
Understanding of U.S. freight transportation, particularly LTL and expedited shipping.
Excellent written and verbal English communication skills.
Strong organizational, problem-solving, and multitasking abilities.
Experience working with CRM systems, transportation management systems, or customer support software.
Ability to handle multiple customer requests and prioritize urgent issues.
Comfortable working independently in a remote environment.
Preferred Qualifications

Experience with U.S. freight carriers and transportation marketplaces.
Knowledge of LTL freight classes, NMFC classifications, and accessorial charges.
Experience in auto transport or expedited freight operations.
Familiarity with freight claims and shipping documentation.
Experience improving customer conversion rates and retention.
Previous experience with digital marketplaces or logistics technology platforms.
What We Offer

Remote work environment.
Opportunity to contribute to a growing transportation technology platform.
Collaborative and supportive team.
Opportunities for professional development and career advancement.
Direct involvement in improving customer experience and marketplace operations.
Key Performance Indicators (KPIs)
Success in this role will be measured through:

First Response Time: Speed of responding to customer inquiries.
Customer Satisfaction (CSAT): Quality of customer support interactions.
Quote-to-Booking Conversion: Percentage of shipping requests converted into bookings.
Issue Resolution Time: Efficiency in resolving customer and shipment-related issues.
Shipment Support Quality: Accuracy of shipment information and timely communication.
Customer Retention: Percentage of customers returning to use the platform.
How to Apply
Interested candidates should submit their resume and a brief introduction highlighting their experience in U.S. freight transportation and customer support.
Join Transportli and help us make freight shipping simpler, more transparent, and accessible to everyone.