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.
Requirements
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.
