Tier 2 Customer Support

Remote

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$55,000 – $65,000Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Transportation & Logistics, 3PL, Fleet/Telematics (experience preferred)Industries

Requirements

Candidates should have 2-4 years of experience in a support or account management role, with a strong preference for experience in financial, transportation/3PL, fleet fuel card, telematics/ELD, or factoring. A deep understanding of the transportation industry, including the dynamics between shippers, brokers, carriers, and drivers, is essential. Superior phone, written, and verbal communication skills are required, along with a high level of prioritization. Experience with Zendesk is a plus, as are bilingual skills in Russian or Punjabi. The ideal candidate is highly adaptable, coachable, proactive, happy, and driven.

Responsibilities

The Tier 2 Customer Support agent will manage a daily queue, conduct outbound calls to high-value customers and special programs, and collaborate cross-departmentally to develop best practices. Responsibilities include strengthening intra-departmental connections, generating Standard Operating Procedures (SOPs) and macros, sharing knowledge and skills with the team, and identifying areas for future improvement. The role also involves a keen focus on customer retention and advocacy, aiming to resolve issues, clear roadblocks, and proactively identify incidents to keep fleets moving.

Skills

Zendesk

Outbound calling

SOP creation

Macros

Queue management

Cross-department collaboration

Bilingual (Russian)

Bilingual (Punjabi)

Written communication

Verbal communication

Prioritization

CRM

Carrier/customer support

Problem solving

AtoB

Financial technology for trucking fuel management

About AtoB

AtoB focuses on improving the payments system for the trucking and logistics industry. It offers fuel management solutions that help delivery fleets, eCommerce businesses, direct-to-consumer companies, and third-party shipping services manage their fuel expenses more effectively. AtoB's system ensures that only authorized users can access fuel cards, and it provides instant payroll for drivers, which helps reduce costs. The company serves both local businesses with short-distance fleets and larger operations with nationwide reach. AtoB stands out from competitors by combining secure payment methods with features that optimize fuel usage and route efficiency. The main goal of AtoB is to lower fuel costs and enhance the overall efficiency of supply chains.

San Francisco, CaliforniaHeadquarters

2019Year Founded

$161.1MTotal Funding

SERIES_CCompany Stage

Automotive & Transportation, FintechIndustries

51-200Employees

Benefits

Bay Area compensation offered for all US and Canada based employees

We are a remote-first company, though there is strong preference for this role to sit in the San Francisco Bay Area.

Unlimited time off

401(K) match

Risks

Generative AI-powered platforms like Roadz could threaten AtoB's market position.

Slow adoption of digital payments in trucking may hinder AtoB's growth.

Data privacy risks from telematics and geolocation technology usage.

Differentiation

AtoB offers secure and efficient fuel management solutions for the trucking industry.

The company provides instant payroll for drivers, reducing costs and improving cash flow.

AtoB's partnerships with major brands enhance its competitive edge in fuel pricing.

Upsides

Collaboration with TravelCenters of America offers 42 cents per gallon fuel savings.

Partnership with Mastercard enhances payment efficiencies for fleet managers.

Growing market for AtoB's fuel card among rental car companies and last-mile providers.

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