Customer Support Specialist I

About the role

This position invites you to join the Monterrey Center of Excellence, a critical hub that powers support operations for Uber Freight across the United States and Canada. In this capacity, you will own the end-to-end management of shipment data, scheduling, and real-time tracking to ensure seamless execution. You will serve as the primary point of contact for resolving delivery issues, acting as a bridge between carriers and customers to maintain service reliability. The role demands ownership of complex operational workflows in a fast-paced environment where accuracy and speed are paramount. You will collaborate daily with a team of 10-20 specialists and partner with internal groups to align on priorities and drive outcomes. Your decisions will directly impact carrier satisfaction, customer retention, and key business metrics through data-driven actions. You will leverage a suite of internal tools to diagnose issues, communicate findings, and implement corrective measures efficiently. Ultimately, this role is about maintaining the integrity of the logistics network by providing consistent, high-quality support that keeps the supply chain moving.

Key facts

What you'll do

• Orchestrate time-sensitive activities centered on scheduling, data entry, and shipment tracking to meet strict operational deadlines.
• Execute processing of tasks pulled from inbound queues and internal systems, ensuring all entries are accurate and timely.
• Facilitate communication with carriers and shipping facilities via phone calls and digital messages to clarify details and provide updates.
• Navigate multiple systems and tools to investigate anomalies, identify root causes, and resolve operational problems effectively.
• Exercise judgment to make decisions that balance the needs of carriers, customers, and business objectives while maintaining compliance.
• Escalate intricate cases to specialized teams and clearly articulate solutions to prevent future disruptions and improve workflows.
• Contribute actionable ideas aimed at boosting efficiency and refining the overall experience for carriers and customers.
• Perform additional operational duties as assigned by supervisors to support broader team goals and priorities.
• Monitor key performance indicators to ensure service level targets are met and report discrepancies promptly.
• Assist in the validation of data within systems to prevent errors from propagating through the logistics network.
• Support the implementation of new procedures by practicing updated protocols and providing feedback on usability.
• Act as a buffer during peak periods by absorbing workload spikes and maintaining service continuity.
• Document interactions and resolutions meticulously to create a reliable audit trail for future reference.
• Collaborate with cross-functional partners to align on workarounds for system limitations or process gaps.

Requirements

• Demonstrate advanced proficiency in both spoken and written English to communicate clearly with internal and external stakeholders.
• Bring one year of experience in a customer-facing role or hold a bachelor's degree to meet the baseline qualification standards.
• Thrive in a high-volume environment where attention to detail directly affects operational success.
• Commit to working onsite in Monterrey on a full-time basis, adhering to the established schedule without exception.
• Adapt to a rotating shift model that covers various hours to support Uber Freight's operational needs across time zones.
• Exhibit resilience when handling complex issues that require patience, empathy, and structured problem-solving.
• Comply with all company policies, procedures, and data security protocols to ensure regulatory adherence.
• Maintain consistent performance over time, showing reliability, punctuality, and professionalism in all interactions.

Nice to have

• Experience working within logistics, transportation, or a related supply chain environment.
• Familiarity with transportation management systems or similar operational software platforms.
• A background in handling customer escalations or exception-based processing.
• Strong multitasking abilities that allow for rapid context switching without sacrificing accuracy.
• Previous exposure to process improvement initiatives or suggestions for operational enhancements.

Practical notes

• This position is based onsite in Monterrey, requiring availability during standard business hours as scheduled.
• You will be required to work on Mexican holidays as part of the operational coverage plan, though U.S. holidays will be observed.
• Immigration sponsorship or transfer is not available for this role, and candidates must possess the necessary work authorization.