Customer Support Officer

About the role

As a Customer Support Officer, you'll be the first point of contact for our customers and a key player in ensuring they get the best possible experience with Qargo. You'll help users solve problems, guide them through our system, and work closely with our engineering and onboarding teams to continuously improve how we support our customers.

• Be the first point of contact for customers via chat, answering questions and guiding them through our platform.
• Translate technical or complex issues into clear customer-friendly explanations.
• Investigate and understand technical problems, collaborating with our Engineering team to find the root cause.
• Act as the voice of the customer, share feedback and insights with internal teams to help improve our product.
• Continuously build your product knowledge to become a trusted expert in our TMS platform.
• Identify recurring issues or misunderstandings and help us improve the overall product experience.
• Provide administrative support to the Onboarding team by importing client data (customer base, rate cards, fleet info, etc.) into the system.

• Previous experience in a customer service, support, or related role.
• Excellent communication skills in English; additional European languages are a plus.
• Experience in SaaS and/or logistics is a BIG plus.
• Strong organisational and multitasking skills; you can handle several requests smoothly.
• A proactive learner who enjoys understanding new systems and processes.
• Comfortable in a fast-paced, scale-up environment.
• Tech-savvy and interested in working with software products.

• A competitive salary package with great benefits.
• Growth opportunities within a fast-scaling international company.
• Flexible working environment and hybrid working from our green and vibrant office in London.
• A collaborative, friendly team that values curiosity, ownership, and continuous learning.