Associate Product Manager, Customer Portal

GCL Global Holdings

. Further the strategy and development of Rock-It’s customer-facing portal(s) .

Posted 11/11/2026full-timeRemote • United StatesMid-Level💰 $100,000 - $115,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer support ticketing systems and enhancing user experience through effective communication and problem-solving. Proficient in collaborating with development teams to gather requirements and implement system enhancements.

Highest-signal resume keywords

Customer Portal ManagementUser Change ManagementAnalytical Problem-SolvingCommunication SkillsERP Concepts

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Support TicketingInformation Technology ProceduresBusiness Process AnalyticsSystems DocumentationQA TestingTechnical TroubleshootingFeature Enhancement ScopingRequirements GatheringTechnology EnablementM&A Environment Experience

Soft Skills

Strong Organizational SkillsCreative Problem-SolvingAbility to Work with Diverse GroupsSelf-StarterAudience-Appropriate Communication

Tools & Technologies

Customer Portal SoftwareERP SystemsTicketing SystemsGeneral ApplicationsSpecialized Applications

Industry Keywords

Freight ForwardingBusiness FeedbackInternational TravelRemote Team EngagementSystems Configuration

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Further the strategy and development of Rock-It’s customer-facing portal(s)
Serve as a link between users and the development team
Monitor and manage the Customer Portal ticketing system and support channels
Triage user requests and issues
Mature customer support ticketing and processes
Ensure high-priority tickets are captured, assigned, and actioned appropriately
Provide first-line responses and support to user tickets and requests
Escalate tickets to higher-level support and development while maintaining prompt user communication
Review tickets to identify patterns and potential feature enhancements
Gather requirements and scope new features and enhancements
Participate in weekly development sprint planning meetings
Surface high-priority or stagnant tickets for resolution
Produce and enhance systems documentation and training
Participate in systems configuration and QA testing, including developing test cases and procedures
Participate in implementation meetings and solution scoping
Engage business units to improve existing systems and processes
Research new system specifications
Follow up and collect business feedback on provided solutions
Troubleshoot user issues, document and escalate complex issues, and resolve technical issues
Perform other job-related duties as assigned

Requirements

What you’ll need

3-5 years' experience related to Customer Portals, Information Technology, Business & Process Analytics, and/or Freight Forwarding
Degree not required; degree experience considered
Must be able to travel internationally to support business needs as required
Proficient with, or able to quickly become proficient with, general and specialized applications, software, and hardware
General understanding of information technology procedures and practices
Knowledge of ERP concepts and implementation is a plus
Strong analytical and creative problem-solving skills
Strong communication and customer service skills
Strong organizational skills
Ability to create and present audience-appropriate written and verbal communication
Ability to work positively with diverse business groups and a global IT team
Proven experience in user change management, including in an M&A environment
Experience with technology enablement concepts
Self-starter able to engage a remote team in project work

Benefits

Comp & perks

18 vacation days annually
2 floating holidays
7 sick days
11 paid holidays annually
Comprehensive medical, dental, and vision plans
Employer HSA contributions with a high-deductible health plan
Telemedicine through MDLive
Mental health support through an Employee Assistance Program
401(k) match
Employer-funded Basic Life, AD&D, Short-Term Disability, and Long-Term Disability insurance
Paid parental leave for all parents
Continuing Education Reimbursement
Charitable Donation Matching
Free tickets to client events when available
Regular company events, including birthday lunches, sports outings, and volunteer opportunities
Supplemental insurance options through MetLife
Pet insurance through MetLife
Potential discounts on home and auto insurance through Farmers Insurance
Reasonable accommodation for persons with disabilities during the hiring process