Customer Success Specialist; TX or FL

Overview

Miles Ahead Brands (MAB) is a family of like-minded brands committed to raising the standard of service and driving the aggregate transportation industry into the future. MAB is a growth services team dedicated to driving results and enabling growth for all our partner logistics brands across the south and southeast of the United States. As a part of the Miles Ahead Brands Family is New Mile
. New Mile is a fast-growing organization embracing technology and elevating service to our customers and team members, passionately creating a better experience for all.

As a Customer Success Specialist
, you’ll support the implementation, adoption, and ongoing success of the tools that power our logistics operations. You’ll work closely with senior team members, product experts, and operations to ensure smooth onboarding, provide hands-on support, and help create great experiences for haulers, customers, and internal teams. From training to troubleshooting, your contributions will make our operations smarter, faster, and more connected.

You are a motivated problem-solver with a passion for logistics, technology, and helping others succeed. You thrive in collaborative environments, are eager to learn, and bring a service-first mindset to technical challenges. You’re comfortable supporting training efforts, answering user questions, and digging in to resolve day-to-day issues.

The Customer Success Specialist ensures our technology is not just available, but actively helping people work better. You’ll play a hands-on role in onboarding, user support, and system adoption—helping our teams, haulers, and clients get the most out of New Mile solutions. Your work will help streamline processes, reduce friction, and create a solid foundation for future growth.

• Operations & Support Teams:
  Provide frontline assistance, answer questions, and help resolve issues quickly.
• New Mile Product & Engineering Teams:
  Share user feedback and insights to improve product design and features.
• Haulers & Customers:
  Support onboarding, training, and day-to-day use of our tools to ensure a smooth and positive experience.
• Leadership & Management:
  Contribute to adoption metrics, documentation, and insights that support smarter decisions.

• Provide first-line support for internal teams, haulers, and customers.
• Document and escalate technical issues as needed to senior specialists or engineering.
• Assist with testing new features, updates, and system changes.

• Support the creation and delivery of user-friendly training sessions and materials.
• Help maintain guides, FAQs, and knowledge base articles to make onboarding and day-to-day use easier.
• Gather user questions and feedback to improve future training.

• Assist in onboarding new fleets, customers, and internal users.
• Guide users through system setup and provide introductory training.
• Help track onboarding milestones and ensure timely follow-up.

• Engage with users to collect feedback and understand pain points.
• Share insights with product and senior solutions team to inform improvements.
• Advocate for clear, simple workflows that make tools easy to use.

• User satisfaction scores (CSAT)
• Solution adoption and active usage rates
• Ticket response and resolution times
• Quality and clarity of training/documentation
• Onboarding speed and retention for new haulers and clients

• Bachelor’s degree in Business, Supply Chain, Information Systems, or related field OR equivalent work experience.
• 1–2 years of experience in logistics, technology, customer support, or a related field preferred.
• Strong communication skills, detail-oriented, and a service-first mindset.
• Comfort with troubleshooting and problem-solving in real time.
• Bilingual (English/Spanish)
• Familiarity with Excel, Power BI, or ERP/TMS systems a plus.
• Desire to learn and grow in a fast-paced, tech-driven environment.