Product Support Specialist

Company Overview

Loop is on a mission to unlock profits trapped in the supply chain and lower costs for consumers. Bad data and inefficient workflows create friction that limits working capital and raises costs for every supply chain stakeholder.

Loop’s modern audit and pay platform uses our domain-driven AI to harness the complexity of supply chain data and documentation. We improve transportation spend visibility so companies can control their costs and power profit. That is why industry leaders like J.P. Morgan Chase, Great Dane, Emerge, and Loadsmart work with Loop.

Our investors include J.P. Morgan, Index Ventures, Founders Fund, 8VC, Susa Ventures, Flexport, and 50 industry-leading angel investors. Our team brings subject matter expertise from companies like Uber, Google, Flexport, Meta, Samsara, Intuit, Rakuten, and long-standing industry leaders like C.H. Robinson.

Role Overview

Loop is hiring a Product Support Specialist to serve as the bridge between our customers' needs and our internal teams. This person will be a product expert, able to communicate clearly, to understand and take action on customers' pain points, and able to translate between technical and non-technical stakeholders. This role will work directly with customer success, product, engineering, and strategy and operations.

As part of the Delivery organization, this role will directly impact our customers' interactions with our product, our time to resolution, and provide our product, design and engineering teams with actionable insights to improve customer experience.

Key Responsibilities:

• Partner with engineering, design, and product to build and maintain our support infrastructure, reporting, and resolution
• Provide timely and effective support to customers via various communication channels to address inquiries, troubleshoot issues, and provide guidance on product usage.
• Work directly with our customers to ensure their pain points are resolved and their users are able to maximize their use of the Loop platform
• Serve as the internal voice of the customer bringing insights from customer success to product and bridging gaps for features that are yet to be built
• Build and maintain support reporting that flags issues proactively and provides our product teams with the insights it needs to move quickly
• Create and maintain our customer facing knowledge base that drives down support interactions and provides self-service learning as we scale

Qualifications:

• You have 2 years of experience in operations, customer service, or support with a software product 
• You balance an eagerness to learn with the ability to execute 
• You’re a team player and excited about the opportunity to be an early employee at a fast-paced, fast-growing company
• You have the ability to travel up to 20%
• This is a hybrid role based in Chicago with the expectation to be in the office

Benefits & Perks

• Premium Medical, Dental, and Vision Insurance plans, premiums covered 100% for you
• FSA
• Commuter benefits
• 401k plan
• Unlimited PTO
• Generous professional development budget to feed your curiosity
• Physical and Mental fitness subsidies for yoga, meditation, gym, or ski membership