Customer Support Specialist III - Account Support Operations - Shared Services - Monterrey

About the Role

Individuals in this role are logistics experts and serve as the frontline for resolving customer and carrier issues, playing a critical role in maintaining service quality and customer satisfaction.We are looking for professionals who are proactive problem-solvers, comfortable working directly with both carriers and customers, and who demonstrate a strong “Call First” mentality. If you enjoy communicating with people, taking ownership of issues, and resolving challenges efficiently and effectively, we’d love to hear from you.

What the Candidate Will Do

• Move Freight: Build, schedule, and update loads in our internal systems. Resolve escalations on live loads via Zendesk. Meet strict time and quality service level agreement metrics 
• Solve Problems: Quickly review available information, determine what additional information may be needed, and decide about how to resolve 
• Call First: Make calls to resolve escalations quickly  
• Exercise empathy and understanding: Understand customer perspectives and unique challenges and treat them with dignity and respect as you resolve their issues; maintain cooperative and professional work relationships with all stakeholders 
• Prioritize: Make decisions about which issues to resolve next based on level of urgency  
• Evolve: Adapt with and to a team that continuously changes  
• Share ideas and feedback: Offer solutions to improve customer experience with our systems and processes. Work with account managers to continually seek new solutions for their customers. 
• Collaborate: Goals are team-based. Help your teammates. Work collectively with all groups that work across the lifecycle of the load to ensure strong execution.  

Basic Qualifications

•  Excellent verbal and written communication in English.
• Previous experience in logistics, transportation, freight brokerage, or operational customer support, managing in-transit loads.
• “Call First” mindset, with confidence and willingness to make outbound calls to resolve escalations efficiently.

About Uber Freight 

Uber Freight helps companies move goods more reliably and efficiently. We bring together the technology, people, and transportation capacity they need, using real‑time data from millions of shipments to guide smarter decisions. That helps customers spot issues early, avoid costly surprises, and deliver on time. Uber Freight works with 1 in 3 Fortune 500 shippers across North America and manages over $17B in freight. Learn more at www.uberfreight.com.  

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EEOC

Uber Freight is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.