Customer Service After Hours Support Representative

About the role

A Customer Service After Hours Support Representative handles carrier and driver support on the overnight shift, Monday to Friday, 11 p.m. to 8 a.m. EST. Working closely with the daytime Customer Service and Track & Trace teams, the representative keeps freight moving after hours by taking carrier calls, fixing tracking issues and managing email cases.

Key responsibilities

• Take calls from carriers and drivers on active loads about load status, tracking requirements and shipment procedures
• Troubleshoot tracking problems such as location updates, tracking activation, connectivity and app issues, and walk drivers through the steps to get tracking working again
• Follow up on loads with visibility gaps
• Manage the overnight support inbox by sorting cases by urgency, investigating and resolving what is possible
• Escalate critical issues that need management attention
• Write clear case notes and prepare the shift handoff for the day team

Required profile

• Advanced spoken and written English, since most of the shift is spent on the phone with U.S. carriers and drivers
• Experience in customer support, track & trace or carrier-facing roles in freight and logistics; U.S. market experience is a strong plus
• Comfort troubleshooting tracking apps and devices with someone on the road
• Strong documentation habits
• Ability to work independently and stay engaged when call volume is low
• Availability for the overnight schedule, Monday to Friday, 11 p.m. to 8 a.m. EST

This is an on-site role at the offices in La Ceiba and San Pedro Sula, Honduras; applicants should state their preferred location when applying.