Customer Support Specialist

Customer Support Specialist

Department Client Success

Reports to Director of Client Success

Location Remote (Eligible in , NE, GA, OH, TX, TN, PA, MI, FL)

Type Full-time, Non-exempt

About Avatar Fleet

Avatar Fleet helps transportation companies recruit, qualify, and stay compliant with the drivers who keep their fleets moving. Our platform, anchored by Driver Hub, combines an applicant tracking system, DOT-compliant driver qualification files, and ongoing compliance monitoring into a single source of truth. We serve carriers across trucking, motorcoach, transit, and last-mile delivery who depend on us to keep their drivers road-ready and audit-ready.

About

the Role

Our Customer Support team is the front line of how Avatar Fleet customers experience the product day-to-day. As a Customer Support Specialist, you own the inbound ticket queue and are the person customers count on when something is not working the way they expect: whether that is a stuck applicant in the workflow, a file that did not sync, an integration that timed out, or a question about how a feature is supposed to behave.

This role exists to drive retention and product usage  will work closely with Customer Success and Onboarding to keep customers moving toward compliance milestones, and you will partner with Engineering and Product to triage, reproduce, and escalation the technical issues that need their attention. You are joining at a moment where we are formalizing the support function, documenting playbooks in Confluence, sharpening our escalation process, and building the data discipline that lets us scale support without scaling headcount one-for-one.

What

You'll Do

• Own the support queue. Triage, prioritize, and resolve inbound tickets across email, chat, and phone, responding to clients within 3 business hours with a solution, training, or a request for more information. Meet response and resolution SLAs while keeping a high CSAT.
• Troubleshoot technical issues end-to-end. Reproduce customer-reported problems in Driver Hub, isolate root cause, and resolve what you can directly. Issues span the full stack: API behavior, integration syncs (HRIS, background check vendors, MVR monitoring, ELD), driver file uploads and OCR results, application workflow logic, notifications, and reporting.
• Read the evidence. Pull and interpret application logs, API request/response payloads, webhook event histories, and audit trails. Compare actual vs. expected behavior and document your findings clearly in the ticket so Engineering does not have to start from zero.
• Investigate file and data issues. Diagnose problems with driver qualification files, MVRs, medical certificates, and other DOT documents, including OCR/parsing failures, missing fields, mismatched data, and roster sync gaps.
• Escalate cleanly. When an issue belongs with Engineering or Product, write the bug report we wish every customer wrote: clear repro steps, scope of impact, relevant log lines, screenshots, and links to the affected records. Hold the line on follow-through until the customer has resolution.
• Coach customers in the moment. Turn 'how do I…' tickets into teaching opportunities: short Loom walkthroughs, KB article links, or scheduled follow-ups, so customers gain confidence in Driver Hub and reach value faster.
• Build the knowledge base. Take ownership of our shared knowledge base. Document recurring issues, workarounds, and solutions in Confluence and build User Pilot Flows so the next teammate (and the customer) can self-serve. Treat every ticket as either a known solve or a new article.
• Surface patterns to the business. Tag and categorize tickets in Hub Spot so we can see what is driving volume, where the product is friction-y, and which customers are g retention risk to Customer Success early.
• Support the Client Success team. Maintain customer accounts and information, assist with onboarding and offboarding, develop training materials, and complete Client Success and client-owned tasks and projects.
• Test software and releases. Take part in software and release testing, including occasional weekend testing.
• Support Managed Services. Partner with the Managed Services team on customer-facing compliance work that comes through support, flagging time-sensitive items and keeping the customer informed.

What You Bring

• 2+ years in a technical customer support, technical account management, or implementation role ideally at a B2B SaaS company serving operational buyers.
• Real technical troubleshooting chops. You are…