Customer Success Representative

CargoSprint

. Provide business and systems support for CargoSprint's primary customers .

Posted 10/13/2026full-timeGuadalajara • MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support and relationship management within the cargo and transportation industry, leveraging data analysis to enhance service delivery and operational efficiency. Proficient in translating business requirements into functional specifications while ensuring adherence to service-level targets.

Highest-signal resume keywords

Customer Support ManagementData AnalysisSaaS Product ArchitectureProject Management Professional (PMP)Transportation Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisFunctional Requirements GatheringProblem ResolutionPerformance Indicator DevelopmentSaaS Deployment

Soft Skills

Strong Customer FocusExcellent Communication SkillsTeam BuildingOrganizational ManagementInfluential Collaboration

Tools & Technologies

Ticketing SystemData Organization Tools

Certifications & Qualifications

Project Management Professional (PMP)

Industry Keywords

Cargo IndustryTransportation IndustryIntermodal Industry

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Provide business and systems support for CargoSprint's primary customers
Provide first-reply support and follow up on customer production issues and questions through the ticketing system and emergency phone line
Ensure customer issues are responded to, investigated, and resolved according to service-level targets
Serve as the first point of contact for VIP customers regarding CargoSprint platform and white-label variants
Develop robust knowledge of the company's technology, solution offerings, and cargo industry
Receive, handle, and own priority customer calls and support issues
Activate and manage problem escalation and resolution processes
Liaise with engineering support teams for problem resolution
Analyze issue trends and occurrences and recommend permanent functional and technical solutions
Build long-term relationships with key clients
Develop, record, and maintain key performance indicators and use insights to improve systems and processes
Work directly with clients to understand individual business needs
Use data analysis and organization tools to identify impactful insights
Research software systems and assess existing functionality and potential changes
Capture business requirements and translate them into complete functional requirements for project teams

Requirements

What you’ll need

Minimum BA or BS, preferably in a technical or analytic major
Experience in SaaS product architecture and deployments is a plus
Exposure to transportation industry domain desired; intermodal industry domain preferred
Specialized training or certification such as PMP (Project Management Professional) a plus
Strong tactical planning skills to create actionable and measurable plans
Team building and organizational management
Influential skills for cross-team and intra-team collaboration
Strong customer focus
Excellent written and verbal communication skills
Ability to work on some Mexican holidays to ensure continued support for U.S. operations

Benefits

Comp & perks

Flexible availability for a 24/7 customer emergency hotline
Welcoming and supportive community for employees from all backgrounds
Hybrid work arrangement in Guadalajara, Mexico