Senior Customer Support Manager - Logistics

March 11

Apply Now

Receive Emails with Similar Jobs

Cognosos, Inc.

WebsiteLinkedInAll Job Openings

Cognosos, Inc. is a company that specializes in providing real-time location intelligence solutions for logistics and healthcare industries. They leverage AI and machine learning to deliver high-accuracy tracking and management systems that help organizations optimize vehicle throughput, reduce operational bottlenecks, enhance employee safety, and ensure efficient asset management. Their solutions are designed to improve customer experience and operational workflows in environments such as vehicle logistics and healthcare facilities. Through a subscription-based model, Cognosos offers hardware and software solutions that are both cost-effective and easy to deploy, aiming to achieve fast time-to-value and long-term success for their clients.

Internet of Things • IoT • RTLS • Real-time asset location • real-time visibility

11 - 50 employees

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

📋 Description

• Senior Customer Support Manager (CSM) to lead the customer support department. • Deliver an exceptional customer experience through support and account management. • Ensure high levels of satisfaction and engagement by serving select auto auction and OEM automotive accounts. • Oversee customer inquiries via portal, email, and phone, ensuring timely responses and resolutions. • Drive call deflection and customer enablement by analyzing support trends. • Collaborate with internal teams to improve user interface, documentation, onboarding processes, and knowledge base. • Accurately log and escalate customer-reported defects and use case issues for resolution.

🎯 Requirements

• 3+ years of experience in customer service, preferably in B2B SaaS or RTLS industries. • Strong understanding of CRM or customer service software (preferably HubSpot). • Excellent verbal and written communication skills. • Experience in team leadership or management. • Proven ability to meet and exceed customer needs. • Background in supporting logistics markets. • Self-motivated, growth-oriented mindset with a proactive approach to problem-solving. • Bachelor’s degree required; Master’s degree or relevant experience preferred. • 3+ years as a SaaS CSM or in a similar role. • Ability to thrive in a fast-paced, dynamic environment. • Highly competitive and team-oriented with a strong sense of urgency and persistence. • Fundamental knowledge of SaaS application integrations. • Ability to manage multiple priorities and projects across internal and external stakeholders. • Experience collaborating with cross-functional teams including sales, product management, marketing, and business development. • Strong interpersonal, written, and verbal communication skills. • Organized with excellent time management skills. • Experience with troubleshooting and performance optimization. • Ability to maintain customer confidentiality and handle sensitive information. • Willingness to travel to customer locations across the U.S. (15-30%). • Strong interpersonal and problem-solving skills. • Collaborative mindset to work effectively across teams. • Experienced in presenting to executive-level leadership. • Solid understanding of customer service methodologies and management techniques. • Proficiency in English (Bilingual in Spanish is a plus). • Hands-on experience with customer service software, databases, and tools.

🏖️ Benefits

• Competitive salaries • Unlimited vacation so you can rest and recharge • Full benefits program (Health, Dental, Vision, 401(k) match, life and disability insurance) • Parental Leave • Paid parking at our Atlanta office • Opportunity for equity participation • Volunteer opportunities • Weekly catered lunches • Whether it’s virtual happy hours, company-wide contests or quarterly cultural outings, we are always looking for ways to keep our employees happy and engaged with their teammates.