Customer Support Associate

🏆 What’s the opportunity?

We are looking for a Customer Support Associate located in the Americas region. As CS Associate at cargo.one, your role will be to deliver happiness to our customers by effectively solving their queries or issues. We believe customer support plays a key role in the success of the company and by creating great experiences for our customers, you create cargo.one champions that will generate repeat business and new customers through word of mouth.

This is a unique, entrepreneurial opportunity to be driving the digitalization of air freight and logistics in a fast-growing Series B company backed by leading Venture Capital firms including Index and Bessemer.

🌍 We are a remote company, but regularly meet in person, too. For this role, you can work from (almost) anywhere in North and Central America.

We foster a positive, dynamic, hard-working and feedback-heavy culture, with a strong dose of playfulness. Join us now and transform the way airlines sell cargo!

🎬 A snapshot of what you will be doing here:

• Provide top-tier customer support via email, live chat, and phone, addressing inquiries with empathy and resolving issues efficiently.
• Take ownership of customer interactions from start to finish, ensuring a seamless experience.
• Work independently to troubleshoot and solve problems, demonstrating resourcefulness and initiative.
• Build and nurture strong relationships with our customers and partner airlines, becoming a trusted advocate for their needs within our company.
• Use feedback to continuously improve your performance and contribute to the success of our customer service function.
• Collaborate closely with our Product and Airline Partnerships teams to enhance the user experience.
• Collaborate with the Customer Support team, sharing insights and solutions.

🙋🏽‍♀️ We’re looking for someone who:

• Experience: You’ve worked in a contact centre before and understand the importance of providing top-notch customer service.
• Service Mindset: You’re empathetic, a great listener, and always put the customer first.
• Organisational Skills: You are great at managing your time, staying organised, and maintaining a structured approach to your work.
• Communication: You have excellent written and verbal communication skills, with a keen eye for detail and accuracy.
• Ownership: You take pride in your work, own your responsibilities, and always strive to do a great job.
• Growth-Oriented: You’re eager to learn, open to feedback, and excited to develop your skills in a supportive environment.
• Team Player: You’re self-motivated and able to figure things out on your own and also thrive as part of a team, building strong relationships with colleagues, customers, and partners.

Nice to haves:

• Can speak another language in addition to English fluently
• Experience in the aviation or freight industry
• Experience in start-ups or fast-paced environments

❤️ We think you will love working here if:

• You value building great relationships and trust with your team and managers.
• You see working remotely successfully as a pioneering challenge which is constantly evolving.
• In everything you do, you take ownership and get a kick out of exceeding expectations.
• You love experimenting with new ideas and get super excited when you find an opportunity for process improvement.
• When faced with the choice, you’d rather opt for the ambitious to ensure you grow, than take the easy option.
• You see the value of giving and receiving feedback and incorporate this into everything you do.
• You are not afraid to voice your opinions and like using data to back them up

✨ We are currently offering the following benefits globally:

• Home office budget of €650 which can be used to purchase items such as a desk, chair, mouse, keyboard & monitor, etc. On top of that, choose between MacBook Air (M3 chip) or Dell XPS and have it delivered prior to your starting date.
• Offsite fun & team trips since there’s nothing more important than culture and team spirit. We meet twice a year as a company and once as a team. Click here to watch a video from one of our early offsite events.
• Unlimited co-working options through our partner desana all around the world.
• Mindsurance: premium digital mental health care for remote teams.
• 24 paid vacation days on top of the bank holidays (specific to the country you are in) and special leaves.
• Permanent full-time employment through our partner Remote.com in case you are based outside of Germany.

🤔 What is so exciting about working in the air cargo industry?

Imagine a world without a Skyscanner or Kayak when trying to book your next holiday. That is exactly where the air cargo industry finds itself today. With the backing of internationally prominent investors, we are shaping the future of how the air cargo industry will work by providing a tech solution for a currently very manual and time-intensive process for airlines and freight forwarders to book air cargo, an industry which is worth almost $123bn. Our solution allows users to transparently and efficiently search for and book air cargo within seconds! If you want to be part of a company pioneering the way in the future of air cargo, get in touch!

📚 Curious to know more?

• Read more about connecting the world’s air cargo markets to make them more productive and successful.
• Get to know Siena, Alex, and Bogna from the cargo.one team and find out more about daily challenges, most significant achievements and personal motivations.
• View cargo.one latest news and some of our newest cargonauts from the industry.
• Read about our latest partnership with Avianca Cargo.
• Click here to view a video from one of our offsites.