Come Grow with Us
Route4Me www.route4me.comis an American multinational technology company specializing in route optimization software for logistics-intensive businesses. Our fully distributed team spans the United States, Eastern Europe, Western Europe, Asia, and South America.
Our Customer Success Team ensures customers achieve measurable business outcomes using our platform. As a Customer Success Manager, you will serve as a strategic advisor to a portfolio of SMB and mid-market customers—driving onboarding success, product adoption, customer health, retention, long-term value, and account growth.
This role blends relationship-building, proactive engagement, strategic insight, and operational execution. You will play a critical part in uncovering expansion opportunities, maintaining accurate customer documentation, and cultivating customer advocates.
This is not just a job. This is a career with a leader in route optimization.
About the Role
Route4Me seeks an experienced candidate to work with customers to understand and solve technical concerns raised through various channels, including live chats, phone calls, or email inquiries. The successful candidate will assist customers through information sharing, bug-testing, and gaining an understanding of customers’ needs.
Responsibilities include:
- Responding to customers promptly (pre-set requirements of time) and within the given processes
- Determine a customer’s needs through an understanding of their business use case
- Provide fact-based options to solve customers’ needs
- Achieve and maintain required performance levels
- Manage special projects as assigned by management to meet customer and cross-functional team needs
- Act as an escalation point and advocate for critical customer issues
- Accurately document customer concerns to assist with efficient resolution
- Attend monthly/quarterly performance reviews and strategy meetings
Qualification & Skills
- Active listening
- Have a solution-based approach to problem-solving
- Ability to build credibility through action and responsiveness, resulting in the perception that no matter what the issue, you are the customer’s go-to champion within Route4Me
- Can-do attitude with dedication
- Be able to pivot as business needs arise quickly
- Ability to work independently as well as part of a team
- Be an advocate for your customers and your team
- Have a working knowledge of the SAAS business segment
- Understanding and being able to explain platform functionality to customers and team members
- Have a strong technical background and the ability to understand complex sequences
- CRM experience preferred
Requirements
- High School Diploma or equivalent
- Experience working with spreadsheets
- Ability to work flexible hours, including evenings and weekends
- High-speed fiber or cable internet connection
- Secure and distraction-free work area
Job Type: Full-time
Pay: $23.00-$25.00 per hour
Expected hours: 35 – 45 per week
Benefits:
Application question(s):
- Do you speak additional languages that can assist our customers globally?
Experience:
- Tech Support: 1 year (required)
Location:
Work Location: Remote
