Uber Freight
Logistics
CustomerSupportSpecialistIII-AccountSupportOperations-SharedServices-Monterrey
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Specialist III - Account Support Operations - Shared Services - Monterrey at Uber Freight. Skills: Logistics expertise, Customer support, Problem-solving. Build loads. Schedule loads”
What You'll Achieve.
Maintain service quality; Maintain customer satisfaction
Industry & Context.
Proactive problem-solvers; Resolve challenges efficiently and effectively
What They're Looking For.
Must Have
Excellent verbal and written communication in English, Previous experience in logistics, transportation, freight brokerage, or operational customer support, Managing in-transit loads, “Call First” mindset, Confidence and willingness to make outbound calls
What You'll Do.
Resolve escalations on live loads
Meet time and quality SLA metrics
Review available information
Determine needed information
Decide how to resolve
Make calls to resolve escalations
Exercise empathy and understanding
Understand customer perspectives
Treat customers with dignity and respect
Maintain cooperative and professional work relationships
Make decisions about which issues to resolve
Adapt with and to a team
Share ideas and feedback
Offer solutions to improve customer experience
Work with account managers
Seek new solutions for customers
Work collectively with all groups
How You'll Work.
Team & Collaboration
Team-based goals; Work with all groups
Communication Scope
Written communication; Verbal communication; Outbound calls
Full Job Description
Schedule: Fulltime Job Type: On-site Salary Type: Salary Req #:2163 About the Role Individuals in this role are logistics experts and serve as the frontline for resolving customer and carrier issues, playing a critical role in maintaining service quality and customer satisfaction.We are looking for professionals who are proactive problem-solvers, comfortable working directly with both carriers and customers, and who demonstrate a strong “Call First” mentality. If you enjoy communicating with people, taking ownership of issues, and resolving challenges efficiently and effectively, we’d love to hear from you. What the Candidate Will Do Move Freight: Build, schedule, and update loads in our internal systems. Resolve escalations on live loads via Zendesk. Meet strict time and quality service level agreement metrics Solve Problems: Quickly review available information, determine what additional information may be needed, and decide about how to resolve Call First: Make calls to resolve escalations quickly Exercise empathy and understanding: Understand customer perspectives and unique challenges and treat them with dignity and respect as you resolve their issues; maintain cooperative and professional work relationships with all stakeholders Prioritize: Make decisions about which issues to resolve next based on level of urgency Evolve: Adapt with and to a team that continuously changes Share ideas and feedback: Offer solutions to improve customer experience with our systems and processes. Work with account managers to continually seek new solutions for their customers. Collaborate: Goals are team-based. Help your teammates. Work collectively with all groups that work across the lifecycle of the load to ensure strong execution. Basic Qualifications Excellent verbal and written communication in English. Previous experience in logistics, transportation, freight brokerage, or operational customer support, managing in-transit loads. “Call First” mindset, with confidence and wil
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