Senior Customer Support Specialist

Job Description
Company Description
We are a US-based logistics technology company helping businesses manage freight transportation more efficiently. Our teams in the US and Vietnam work closely together to serve customers across the US.
Role Description
When a US customer calls with a shipment issue, they need more than someone who can answer the phone. They need someone who understands the situation, knows what to do next, and takes ownership until it's resolved.
We're looking for a Senior Customer Support Specialist to work directly with US customers in a fast-paced logistics environment. This is a night-shift position, working primarily with US business hours.
You'll handle customer requests, solve operational issues, manage escalations, and work closely with our US managers and Account Managers to keep customers and teams aligned.
Key Responsibilities
Communicate directly with US customers via phone, email, Slack, WhatsApp, and other channels; handle requests related to quotes, bookings, tracking, deliveries, and operational issues.
Understand customer needs and business context, then coordinate with carriers, drivers, warehouse, and internal teams to resolve issues efficiently.
Support recurring shipments for key customers based on lanes, schedules, and customer-specific requirements.
Take ownership of complex or high-priority issues, make decisions independently, and manage escalations through resolution.
Communicate closely with US managers and Account Managers, providing clear updates and insights on team activities, customer issues, operational risks, and priorities.
Monitor recurring issues and identify opportunities to improve customer experience and operational processes.
Mentor junior team members and support them with challenging customer cases.
Qualifications
Fluent spoken English with the ability to understand native speakers over the phone and respond naturally and confidently without relying on scripts.
Strong communication, active listening, problem-solving, and critical-thinking skills.
Able to quickly understand customer needs, business processes, and operational workflows.
Strong ownership and judgment; able to work independently, make decisions, and handle escalations.
Strong ability to communicate clearly with both customers and US-based managers, including providing concise updates and explaining issues effectively.
3+ years of experience in customer support, customer service, operations, or a related role.
Experience in logistics, transportation, freight, or other operational environments is a strong plus.
Experience living or working in an English-speaking environment is highly preferred.
Willing and able to work regular night shifts aligned with US business hours.
Monthly rate
Up to $1400 based on experiences and skills.
Contact
Please send resume to [Confidential Information]