Customer Support Representative

Customer Support Representative

Seattle, Washington, United States

DAT Freight & Analytics is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of freight and logistics innovation for nearly five decades. Founded in 1978, DAT operates the largest freight marketplace in North America processing 250 million+ load posts annually and maintaining one of the largest repositories of freight market transaction data in the world. On a defined path to $1 billion in revenue, DAT deploys a suite of software solutions, machine learning models, and intelligent automation tools that help brokers, carriers, and shippers price freight accurately, source capacity, reduce risk, and operate more efficiently. With nearly 700 teammates across offices in Denver, CO; Portland, OR; Seattle, WA; Springfield, MO; Toronto, ON; and Bangalore, India, DAT combines the credibility of a multi-decade market leader with the drive of a company that is not done disrupting the industry it helped build. For more information, visit

Who We Are

The US freight market is made up of 1.6 million trucking companies (carriers), and 95% are small businesses with 10 or fewer trucks. Truckers are the backbone of the American economy, providing a crucial logistics service while simultaneously doing all the additional work that comes with owning and operating a small business. The current banking and accounts receivable management technology available today is not built for the unique needs of this industry, forcing carriers to settle for multiple suboptimal solutions. We want to even the playing field and help them take control of their finances by building tools specific to their needs.

We are building a fintech platform that fundamentally understands a trucker's business and optimizes cash flow to help them save money and grow their business. Outgo is a vertical banking solution that handles invoicing, accounting, factoring, and banking all in one place. We are revolutionizing money management for trucking companies so they no longer have exorbitant rates, hidden fees, or long contracts. We're a mission driven team that loves building products that put our customers at center. Join us and help us partner with truckers to improve their bottom line.

The Opportunity

We are seeking a dedicated and empathetic Customer Support Representative to join our team. In this role, you will be the first point of contact for our customers, offering support and solutions to inquiries, complaints, and feedback. The ideal candidate will possess strong technical skills, experience in high call volume environments, and a deep understanding of fintech solutions. Your mission will be to ensure customer satisfaction and to foster a positive, supportive relationship between our customers and our company.

Candidate Profile

What You'll Do

• Customer Interaction Handle incoming customer queries through various channels (phone, email, and live chat), providing accurate, timely, and empathetic responses while maintaining a solution-oriented mindset.
• Problem Resolution Troubleshoot customer issues, offering clear and concise solutions. Escalate complex issues to the appropriate teams when necessary.
• Product Knowledge Develop and maintain a comprehensive understanding of our products/services to effectively assist customers and provide accurate information.
• Feedback Collection Actively seek customer feedback to improve our services and products.
• Team Collaboration Work closely with other departments to ensure a cohesive customer experience, sharing insights and coordinating on issue resolution.

The Skills and Experience You'll Bring

• You are someone who

  • Demonstrates pride, ownership, and accountability for your work, and expects the same from those you work with.
  • Shares opinions openly on what's working and what's not across the product, tech stack, and team processes.
  • Is comfortable with independently owning large features with multiple moving parts.
  • Seeks feedback early and often in the development process.
  • Collaborates effectively and empathetically across different roles such as Design, Operations, and Product.
  • Identifies speed vs quality tradeoffs and balances them judiciously.
  • Believes diverse teams make better decisions and actively fosters a culture where every person can do their best work.
  • Has the ability to work in a fast-paced environment and to adapt to changing demands.
  • Has proficiency in using CRM software and other customer support tools (Zendesk, HubSpot, Freshdesk, etc.).
  • Exhibits excellent communication skills, both verbal and written.
  • Has 13 years' experience.

Bonus Skills

• You have proven experience in customer support or a related field.
• You have familiarity with Fintech or the Freight industry.
• You have HubSpot experience.
• You are fluent in Spanish.

Why DAT?

DAT is an award winning employer of choice.

For starters, we have a hybrid work environment, but we also know what makes a great workplace. We have a time-tested and resolute set of operating values predicated on integrity, mutual respect, open communication, and executing with excellence. These values inform our strategic vision as much as any one of our products does. We've been an employer of choice in the Portland metropolitan area for four decades, and within one year of opening our Denver office, DAT was #26 on Built In Colorado's 100 Best Places to Work In Colorado.

• Medical, Dental, Vision, Life, and AD&D insurance
• Parental Leave
• Flexible Vacation Time (FVT)
• An additional 10 holidays of paid time off per calendar year
• 401k matching (immediately vested)
• Employee Stock Purchase Plan
• Short- and Long-term disability sick leave
• Flexible Spending Accounts
• Health Savings Accounts
• Employee Assistance Program
• Additional programs - Employee Referral, Internal Recognition, and Wellness
• Free TriMet transit pass (Beaverton Office)
• Competitive salary and benefits package
• Work on impactful projects in a cutting-edge environment
• Collaborative and supportive team culture
• Opportunity to make a real difference in the trucking industry
• Employee Resource Groups

*This position is not eligible for visa sponsorship**

For Washington-based candidates, in compliance with the Washington State Pay Transparency Law, the salary range for this role is $24.00- $32.00/hr + target bonus. DAT considers factors such as scope and responsibilities of the position, candidate's work experience, education and training, core skills, internal equity, and market and business elements when extending an offer.

DAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities