Customer Support Specialist

Customer Support Specialist

About AvatarFleet

AvatarFleet helps transportation companies recruit, qualify, and stay compliant with the drivers who keep their fleets moving. Our platform, anchored by DriverHub, combines an applicant tracking system, DOT-compliant driver qualification files, and ongoing compliance monitoring into a single source of truth. We serve carriers across trucking, motorcoach, transit, and last-mile delivery who depend on us to keep their drivers road-ready and audit-ready.

About the Role

Our Customer Support team is the front line of how AvatarFleet customers experience the product day-to-day. As a Customer Support Specialist, you own the inbound ticket queue and are the person customers count on when something is not working the way they expect: whether that is a stuck applicant in the workflow, a file that did not sync, an integration that timed out, or a question about how a feature is supposed to behave.

This role exists to drive retention and product usage at scale. You will work closely with Customer Success and Onboarding to keep customers moving toward compliance milestones, and you will partner with Engineering and Product to triage, reproduce, and escalate the technical issues that need their attention. You are joining at a moment where we are formalizing the support function, documenting playbooks in Confluence, sharpening our escalation process, and building the data discipline that lets us scale support without scaling headcount one-for-one.

What You'll Do

• Own the support queue. Triage, prioritize, and resolve inbound tickets across email, chat, and phone, responding to clients within 3 business hours with a solution, training, or a request for more information. Meet response and resolution SLAs while keeping a high CSAT.

• Troubleshoot technical issues end-to-end. Reproduce customer-reported problems in DriverHub, isolate root cause, and resolve what you can directly. Issues span the full stack: API behavior, integration syncs (HRIS, background check vendors, MVR monitoring, ELD), driver file uploads and OCR results, application workflow logic, notifications, and reporting.

• Read the evidence. Pull and interpret application logs, API request/response payloads, webhook event histories, and audit trails. Compare actual vs. expected behavior and document your findings clearly in the ticket so Engineering does not have to start from zero.

• Investigate file and data issues. Diagnose problems with driver qualification files, MVRs, medical certificates, and other DOT documents, including OCR/parsing failures, missing fields, mismatched data, and roster sync gaps.

• Escalate cleanly. When an issue belongs with Engineering or Product, write the bug report we wish every customer wrote: clear repro steps, scope of impact, relevant log lines, screenshots, and links to the affected records. Hold the line on follow-through until the customer has resolution.

• Coach customers in the moment. Turn 'how do I…' tickets into teaching opportunities: short Loom walkthroughs, KB article links, or scheduled follow-ups, so customers gain confidence in DriverHub and reach value faster.

• Build the knowledge base. Take ownership of our shared knowledge base. Document recurring issues, workarounds, and solutions in Confluence and build UserPilot Flows so the next teammate (and the customer) can self-serve. Treat every ticket as either a known solve or a new article.

• Surface patterns to the business. Tag and categorize tickets in HubSpot so we can see what is driving volume, where the product is friction-y, and which customers are at risk. Flag retention risk to Customer Success early.

• Support the Client Success team. Maintain customer accounts and information, assist with onboarding and offboarding, develop training materials, and complete Client Success and client-owned tasks and projects.

• Test software and releases. Take part in software and release testing, including occasional weekend testing.

• Support Managed Services. Partner with the Managed Services team on customer-facing compliance work that comes through support, flagging time-sensitive items and keeping the customer informed.

What You Bring

• 2+ years in a technical customer support, technical account management, or implementation role ideally at a B2B SaaS company serving operational buyers.

• Real technical troubleshooting chops. You are comfortable reading API documentation, inspecting request and response payloads (JSON, XML), digging through log files, and reasoning about why an integration or workflow is not behaving as expected. You can tell the difference between a user error, a configuration issue, a data issue, and a bug, and you know how to prove it.

• File and data fluency. Comfortable working with CSVs, structured documents, and file uploads. You can spot a malformed field, a stale roster, or a sync that silently dropped records.

• Tooling. Hands-on experience with at least a few of: a support/ticketing platform (Zendesk, HubSpot Service Hub, Intercom, Freshdesk), a CRM (HubSpot preferred), and any tool that exposes logs or API traffic (Postman, browser dev tools, Datadog, etc.). Comfortable in Google Suite and Microsoft Office.

• Clear, calm communication. You write tickets, escalations, and customer responses that are specific, organized, and easy to act on under time pressure, with frustrated customers, on hard problems. On the phone, you are the kind of person customers are glad they called. You bring patience and warmth to every interaction, and that comes through.

• Process orientation. You like SOPs, you follow them, and you make them better. You document what you learn so the team gets faster over time.

• Ownership. You close the loop. A ticket is not done until the customer says it is, and the article, the tag, and the escalation are all squared away.

Nice to Have

• FMCSA / DOT compliance knowledge, or experience in driver qualification, trucking, motorcoach, transit, or fleet operations.

• Prior exposure to driver compliance or driver recruiting platforms (DriverReach, Tenstreet, Idelic, Samsara, Motive, Foley, J. J. Keller, etc.).

• Familiarity with HRIS, background check, MVR monitoring, ELD, or e-signature integrations.

• Exposure to Scrum or other agile rituals, comfortable in a working cadence with Engineering and Product.

• Light SQL or spreadsheet modeling skills for digging into customer data.

How You'll Be Measured (First 12 Months)

• First-response SLA: 95%+ of tickets answered within 3 business hours.

• Knowledge base: articles and UserPilot Flows created or updated every month, building toward a complete library.

• Ticket quality: CSAT of 90%+ or a reopen rate of 5% or less.

Why AvatarFleet

You will be joining a Customer Experience organization that is in the middle of an intentional rebuild: focused, specialized teams, real investment in tooling and automation, and leadership that wants Support to be a strategic function, not a cost center. The problems are real, the customers are operational and grateful when you solve their issue, and the work you document today becomes the foundation the rest of the team runs on.

AvatarFleet is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Values & Behaviors

All AvatarFleet team members are expected to demonstrate the following:

• Ownership & Accountability – Take responsibility for outcomes, not just tasks

• Customer Empathy – Understand client pain points and work to meaningfully solve them

• Growth Mindset – Actively seek learning, feedback, and improvement

• Grit & Resilience – Stay focused and adaptable in a fast-paced environment

• Collaboration – Work effectively across teams with clear, respectful communication

• Integrity & Trust – Act with honesty, discretion, and professionalism

The 4 G's

AvatarFleet operates under the 4 G's mindset:

• Grit

• Gratitude

• Giver

• Growth Mindset

Work Environment & Expectations

This position is performed in a remote work environment only available in the following states: Idaho, Nebraska, Georgia, Ohio, Texas, Tennessee, Pennsylvania, Michigan, and Florida.

• Employees are expected to maintain a dedicated, professional workspace that supports focus, confidentiality, and productivity.

• Reliable high-speed internet access is required to perform the essential functions of the role.

• Regular use of a computer, video conferencing, and online collaboration tools is required.

• Employees must be available during established core business hours and communicate proactively regarding schedule changes or availability.

• Hours of operation are Monday through Friday, 8:00 AM to 5:00 PM EST. This role includes occasional weekend testing.

• This role requires the ability to remain focused for extended periods of time while working at a computer and engaging in virtual meetings.

• The position may require flexibility to support business needs, including collaboration across time zones or during critical releases or client-impacting events.

• All remote employees are expected to comply with company policies related to information security, confidentiality, and acceptable use of company systems.