Onfleet

• Develop and maintain strong, long-lasting relationships with your assigned customers. • Grow your book of business through a feature-based approach, mapping customer needs to Onfleet capabilities and expanding adoption of high-value features. • Proactively identify account risks and drive mitigation strategies. • Demonstrate ROI and communicate the value of Onfleet products/services. • Develop account-specific strategies to drive adoption, expansion, and retention. • Address customer issues promptly and effectively to maintain high satisfaction levels. • Monitor and analyze customer health metrics, NPS scores, and other relevant data. • Provide regular updates on account status, risks, and opportunities to management. • Identify, forecast, and close expansion and upsell opportunities, including the pricing and packaging conversations that reflect the value customers realize. • Act as the voice of the customer internally, working with product, sales, and other teams. • Effectively manage key customer projects, as needed. • Conduct regular check-ins and executive reviews (EBRs), as necessary and for certain accounts, to assess customer health and satisfaction.

About the role Are you a problem-solver at heart? Do you like working with customers — and know how to leverage AI so that your team can focus on what matters most? Onfleet is looking for a technically inclined, customer-obsessed technical support agent to join our team in a remote capacity. You will work closely with our customers to help them get the most out of our products, ensure their success, and help us continue building a best-in-class AI-assisted support experience. About the team Onfleet Support is a small team, with each member contributing a unique set of skills and professional experience. Our global team spans Onfleet's San Francisco headquarters, Toronto, Los Angeles, and New York. We value customer experience above all else and are looking for someone to help us continue our legacy of excellence. This is the right role for you if you like variety and want to learn new things. If you constantly think about how to do things more efficiently — and get genuinely excited about what AI can do inside a support workflow — we have a lot for you to sink your teeth into. We're also looking for team members who like to roll up their sleeves and pitch in wherever needed. If you're attracted to challenging work because you see it as an opportunity for growth, we'd love to have you on the team. What you'll do: - Become a product expert for our web application, iOS app, and Android app while working closely with Sales and Success on customer-raised questions - Provide customer support to Onfleet customers via Zendesk and Intercom, taking ownership of technical issues and working to resolve them quickly - Partner with our Digital CSM to monitor, tune, and improve our AI support agent (powered by Intercom's Fin), including reviewing conversation logs, identifying resolution gaps, and contributing to content improvements that drive deflection - Reproduce, document, and escalate issues and bugs to the Engineering team - Participate in our on-call support for customers - Provide "white glove" support to a select number of Onfleet customers What You’ll Bring: - You are based out of Europe or the country of South Africa - You have 2+ years of experience in customer-facing roles - You have hands-on experience working alongside AI support agents — configuring responses, reviewing conversation flows, or improving resolution rates - You demonstrate an attention to detail and are passionate about your work - You have extraordinary communication and problem-analysis skills - You know the ins and outs of Zendesk, Intercom, or a similar ticketing and messaging platform - You have familiarity with log management or observability tools - You have great people skills for both our customers and your colleagues - You are a self-starter motivated by challenges and learning new skills - You have experience managing projects — tracking moving pieces, coordinating across teams, and seeing initiatives through from start to finish - You can work independently and with a team Nice To Have: - Experience with Intercom's Fin AI agent — including setup, tuning, conversation monitoring, or content optimization — is a strong plus - Experience with Scalyr's Dataset or similar platforms is a plus - You can communicate in a second, major world language, preferably Spanish or French - You have experience supporting SaaS or other software products - You have experience or familiarity with API and/or Webhooks - You are familiar with logistics systems - You have previous experience working remotely What We Offer: - Flexible vacation policy - Apple MacBook Pro (or equivalent) Onfleet's 75+ high-performing, globally distributed remote employees operate a lean, near break-even business generating millions of dollars every month. Onfleet has raised over $40m in funding from investors like Kennet Partners, Kayne Anderson, StartX-Stanford Fund, Tuesday.vc, Winklevoss Capital, Playfair Capital, and angel investors including Andy Rachleff, Gil Penchina, Lee Linden, and Tom Fallows. Onfleet is headquartered in San Francisco, CA. Onfleet is an Equal Opportunity Employer: Onfleet’s culture is one that strongly values diversity in its workplace and we are committed to working with potential team members who can bring diverse perspectives and experience to our company and culture. We do not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. We highly encourage members of underrepresented groups to apply and we will consider qualified applicants with arrest and conviction records.