Key Responsibilities

Failed Payment Collection

• Proactively identify and follow up on failed, declined, or overdue payments from truckload customers.  
• Contact customers via phone, email, and in-app messaging to resolve billing issues and collect outstanding balances.  
• Document all payment-related interactions and update account status in the CRM system.  
• Educate customers on payment methods, billing cycles, and retry processes to prevent future failures. 

 Truckload Feedback Management 

•  Receive, review, and respond to feedback submitted by truckload carriers and shippers regarding loads, service quality, and platform experience. 
• Investigate reported issues, coordinate with internal teams (Operations, Dev Team and Product Mangers) to resolve disputes. 
• Track feedback trends and surface recurring issues to management with actionable recommendations.  
•  Close the feedback loop by following up with customers to confirm resolution and satisfaction.  
•  Maintain TL feedback in the Zendesk and flag high-priority cases for immediate escalation. 

 Truckload Verification  

• Conduct verification reviews for new truckload carriers and brokers, including MC/DOT  number validation, insurance certificate review, and authority status checks.  
• Request and review supporting documentation (W-9, Certificate of Insurance, operating  authority) to ensure compliance with Trucker Path standards.  
• Approve, flag, or reject accounts based on verification outcomes and escalate borderline cases per established guidelines. 
•  Maintain accurate and up-to-date verification records in the system.  
• Stay current on FMCSA requirements and industry compliance standards relevant to carrier and broker onboarding.  

 Truckload Support  

• Serve as the primary point of contact for truckload users experiencing account, platform, or load-related issues.  
• Troubleshoot and resolve issues related to load posting, carrier matching, booking, and dispatch.  
• Guide users through platform features, helping them get maximum value from Truckloads tools.  
•  Manage support tickets from submission to resolution, maintaining SLA standards for  response and resolution times.
• Collaborate with Product and Engineering teams to report bugs, request improvements, and  relay customer needs.  

•  2+ years of customer success, customer service, or account management experience.  
•  Strong written and verbal communication skills — you can explain complex topics clearly and calmly.  
•  Experience working with CRM platforms (HubSpot, Salesforce, or similar).  
• Comfortable navigating billing and payment disputes with professionalism.  
• Detail-oriented with strong organizational and follow-up skills.  
• Ability to manage multiple priorities and work independently in a fast-paced environment.