About the role

Customer Support Specialist III at Uber Freight. This position serves as a primary point of contact for resolving complex issues for carriers and customers within the logistics network. You will manage high-priority escalations while maintaining high service standards and fostering positive professional relationships.

Key facts
Location: Monterrey, NL 64640, Mexico
Engagement: Fulltime, On-site
Salary: Salary-based
Req #: 2163

What you'll do

- Manage the lifecycle of freight loads, including creation, scheduling, and system updates.
- Utilize Zendesk to address and resolve escalations for active shipments.
- Adhere to established quality and time-based service level agreements.
- Perform outbound calls as the primary method for resolving urgent issues.
- Analyze situational data to determine the most effective path toward resolution.
- Prioritize tasks based on the urgency of the shipment.




- Provide input on process improvements and collaborate with account managers to enhance the customer experience.
- Support team goals through collective problem-solving and cross-functional cooperation.
- Adapt to a dynamic, evolving team environment.

Requirements

- Proficiency in English, both written and verbal.
- Background in freight brokerage, transportation, logistics, or operational customer support, specifically with experience handling in-transit loads.
- A proactive approach to communication with a preference for direct phone interaction to settle disputes or delays.

Skills & tools

- Zendesk
- Logistics load management systems

Practical notes

- No immigration sponsorship or transfer is available for this role.
- Uber Freight is an Equal Opportunity/Affirmative Action employer.

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📌 Customer Support Specialist III (Monterrey)
🏢 Uber Freight
📍 Monterrey