Freight Innovation - Customer Success Associate

Support customers and guide onboardings as a Customer Success Associate at Freight Innovation.

Fully remote | Full-time | US business hours

Hey there, I’m Gabe from Freight Innovation .

We’re a fast-moving company helping reshape the parcel and freight logistics space. For us, that means staying highly organized, moving quickly, and always improving how we operate.

We’re a small but growing team that thrives on solving problems and building better ways of doing things.

What I love about our work is that it combines customer support, success, onboarding, and even a touch of account management. Every day we’re helping businesses run smoother and smarter. We value honesty, teamwork, and growth - and we’re looking for people who share those values and want to be part of the journey.

We’re looking for a Customer Success Associate. You’re someone who cares deeply about helping customers, can communicate clearly and empathetically, and enjoys solving problems while staying organized. You’ll play a key role in giving our customers a smooth and positive experience as our team scales.

Your main responsibilities will include :

💬Manage inbound tickets in HubSpot, ensuring timely, effective, and thoughtful resolution of customer issues

📝 Direct issues to relevant departments and keep records accurate and up to date

🚀 Support onboarding by activating accounts and coordinating with internal teams

🤝 Maintain communication with new customers to ensure smooth go-live and retention

📊 Monitor customer progress and support engagement strategies

🔗 Collaborate closely with Support, Sales, and Data teams for seamless handoffs

📚 Document and update SOPs, while contributing to continuous improvement of workflows

The ideal candidate is empathetic, proactive, and detail-oriented. You’re the kind of person who thrives in a fast-paced environment but stays calm under pressure.

You care about doing things well, communicate openly, and enjoy working with others.

You’re curious, eager to learn, and always looking for ways to improve.

Working Hours : This is a full-time role, working U.S. business hours (with some flexibility within 9am Eastern – 5pm Pacific).

Requirements

You’ll thrive in this role if you have :

✅ 2 years + experience in a virtual customer-facing role (support or success) , for a small or start up Business.

✅ Experience working with International or US based clientele.

✅ Excellent written and verbal communication skills

✅ Strong troubleshooting and problem-solving skills

✅ Ability to manage multiple tickets and priorities in a fast-paced environment

✅ Comfortable using CRM / ticketing systems (HubSpot a plus)

✅ Strong organizational skills and attention to detail

✅ Proven experience working cross-functionally with teams

✅ A genuine customer-first mindset

Brownie points for :

⭐ Experience with customer onboarding or implementation

⭐ Ability to interpret customer data and usage metrics

⭐ Experience improving or documenting processes

⭐ Understanding of APIs, integrations, or light technical troubleshooting

Benefits

What’s in it for you?

💰 Salary : $2250–$2500 per month

🕐 Full-time : Fully remote role

🌴 Paid Time Off : 25 days (vacation, sick, and emergency leave)

🏥 Partial health insurance reimbursement (aligned with local standards)

• Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.

This is our typical hiring process - occasionally, it may include extra steps.

For this role, JobRack is partnering with Freight Innovation to find their next hire. We’ll handle all the screening and testing, so they see only the best-fit candidates - like you!

🔍 How to shine

✨ Important notes

❓ New to remote work?

Check out our handy FAQ : jobrack.eu / jobseeker-faq