As a Customer Experience Representative (CXR), your role is to provide exceptional support to Loadsure’s customers and internal users on the portal and other Loadsure systems providing an enhanced customer experienceYou will be highly organised and comfortable building relationships and working with all levels of the firm. Stakeholder management and communication will be vital to the success of the role.This position requires a self-driven, high-energy, creative professional who’s passionate about disrupting an industry and wants to be rewarded for their performance and contributions.We believe that with a growth mindset, tech-first innovation, and focused execution, anything is possible. We value others’ insights and ideas to build a collaborative, entrepreneurial, and lighthearted environment.Key Responsibilities;Provide the first line of support to customer inquiries and issues reported through Loadsure's support emailTroubleshoot issues with the portals and client integrations in order to not just resolve the issue but determine root cause and corrective action to prevent similar issues in the future.Escalate issues to other departments as needed (Engineering, Underwriting, Relationship Management, Compliance, Claims, etc) and coordinate responses to resolve customer inquiries related to both technology and business needs.Build out support documentation and processes (flow charts, manuals, knowledge base, frequently asked questions, troubleshooting steps, etc).Implement and improve ticketing systems; track and drive improvement in various metrics/Key Performance Indicators established with leadership.Survey and track progress on improving client satisfaction.Assist with the implementation of new clients and rate card updates on portals and through integrations.Assist with Application Programming Interface (API) questions and troubleshoot issues to expedite go-live timelines.Compile, analyse, and process coverage for batches of customer shipments via spreadsheet reporter processAssist with additional ad-hoc tasks/projects as assigned by the Head of Projects and Operations department.Ability to work primarily within the Central European, United Kingdom and US Eastern time zones.Other customer service related duties as assigned.Key Competencies;Excellent communication skills and proven ability to forge and maintain relationships with clientsSolutions focused attitude to resolve any challengesExcellent organisational skills – ability to provide the client with clear and accurate agendas, status reports and updates on requestAnswer any queries regarding customer policies in a compliant and timely mannerAbility to produce high quality documentation.Proven attention to detail/extreme precision about the content of requirements of documents, weekly reports and status updates.The ability to work within an unstructured environment and without clear guidance.Skills and Qualifications;Essential;Strong communication skills via phone and emailCustomer support experience at an in-depth tier/level (tier 2+)General IT support/troubleshooting including networking, databases, and connected/related systemsIntegration experience (REST-based APIs, JSON, Postman)Coordination with Engineering and Business teams/departments to resolve a variety of issuesExperience with CRM systems and help desk/ticketing software such as SalesforceExperience with project/task management systems such as Monday.comExcellent time management and organisational skillsComfortable dealing with internal and external senior representativesEagerness and willingness to learnAccuracy and attention to detailSelf-starter and takes initiativeEffective listening, strong verbal and written communications skills (including grammar)Must have outstanding interpersonal and problem solving skillsProficiency with business tools such as Google Docs, Sheets, and Slides and/or Microsoft Word, Excel, and PowerPointHigh level of English proficiency is requiredDesirable;Understanding of insurance and insurance distributionEnthusiastic about emerging technology and InsurtechAdditional language skills such as French, Spanish, German, Dutch and/or FlemishGoogle WorkspaceAbout Us;We’ve combined groundbreaking AI and industry expertise to create a service that goes beyond conventional cargo insurance. This is holistic freight protection.With trailblazing end-to-end InsurTech, our mission is simple: empower brokers to better serve the freight community, maximising profits and minimising losses for all.At Loadsure, we celebrate the spirit of individuals and empower them to grow. Fostering a culture of personal freedom, mutual respect, and collaboration, we enable the professional success of each person, regardless of race, ethnicity, culture, nationality, religious belief, sexual orientation, gender identity and expression, age, marital status, or disability. Understanding, communication, respect among all people: This is how we’re nurturing a diverse and inclusive workplace in which everyone can thrive.We Strive for continuous growth and excellence in everything we do.We Unite through collaboration, leveraging our diverse strengths to achieve common goals.We Pioneer innovative solutions, embracing new technologies and forward-thinking approaches.We Deliver outstanding results, ensuring reliability and quality in every project.Why work for Loadsure?Competitive salaryCompany stock options25 annual leave days, in addition to our recognised national holidaysStrong healthcare coverage for employees and their familiesA culture of work-life balanceA community that gives backRemote working with great flexibilityEngaging and collaborative work environmentAn exciting opportunity to work with a talented team that’s passionate about what they do and believes in their product and peopleCareer development opportunitiesAccess to corporate travel agents, allowing for discounted flight and hotel rates on personal travelloadsure.net