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Job Title: Senior Customer Support Manager - Logistics
Location: Atlanta, GA or RemoteJob Type: Full-timeCognosos is at the forefront of a new generation of real-time location systems, leveraging the cloud and machine learning to significantly reduce the cost of ownership of asset visibility solutions. Our patented, award-winning technology deploys quickly both indoors and outdoors, delivering an unparalleled combination of price and performance that is now tracking over 100,000 assets across multiple industries including automotive, logistics, and healthcare.If you’re looking for a highly challenging position with the opportunity to advance your technology career in the areas of machine learning, cloud computing and enterprise business intelligence, then this is a great opportunity for you.Our headquarters is located in the heart of Midtown, on the corner of Spring and 12th.
We provide free parking, catered lunches on Wednesdays, and plenty of team-building activities. You will quickly ramp up and join a fast-growing Atlanta-based tech startup community at Cognosos. We are named as one of Atlanta’s Top Places to Work by the Atlanta Business Journal. Learn more about Cognosos's mission to equip enterprises with instant asset intelligence that unlocks operational potential and optimizes performance at www.cognosos.com.
About This Role:
We are seeking a motivated and experienced Senior Customer Support Manager (CSM) to lead our customer support department while also serving as a Customer Success Manager for select auto auction and OEM automotive accounts. This role is responsible for delivering an exceptional customer experience through both support and account management, ensuring high levels of satisfaction and engagement.The Senior CSM will oversee customer inquiries via portal, email, and phone, ensuring timely responses and resolutions.
They will drive call deflection and customer enablement by analyzing support trends and collaborating with internal Cognosos teams. The Senior CSM works to improve the customer experience including the user interface, documentation, onboarding processes, and knowledge base. Additionally, they will accurately log and escalate customer-reported defects and use case issues to the appropriate teams for resolution.The ideal candidate will have strong experience in customer support, demonstrating leadership, interpersonal, and communication skills while mentoring and cross-training staff. They will stay informed on industry products and trends, ensuring the team is equipped to provide top-tier support. As a customer advocate, the Senior CSM will play a key role in fostering a customer-centric culture and continuously improving support operations.
Responsibilities:
- Lead the customer experience by prioritizing customer support, success, and engagement.
- Take a proactive approach to support, identifying opportunities for improvement and customer enablement.
- Mentor and lead team members, fostering a customer-centric culture.
- Develop a deep understanding of customer needs, business cases, value propositions, and how they utilize Cognosos solutions.
- Analyze support metrics to assess customer health and identify trends.
- Maintain clear communication, organization, and documentation when interacting with customers.
- Own and refine the Customer Support Playbook, updating processes as needed.
- Gather and implement customer feedback to continuously improve the quality of service.
- Communicate emerging trends to the product team, ensuring customer needs align with product development.
Required Skills & Experience::
- 3+ years of experience in customer service, preferably in B2B SaaS or RTLS industries.
- Strong understanding of CRM or customer service software (preferably HubSpot).
- Excellent verbal and written communication skills.
- Experience in team leadership or management.
- Proven ability to meet and exceed customer needs.
- Background in supporting logistics markets.
- Self-motivated, growth-oriented mindset with a proactive approach to problem-solving.
Preferred Requirements:
- Bachelor’s degree required; Master’s degree or relevant experience preferred.
- 3+ years as a SaaS CSM or in a similar role.
- Ability to thrive in a fast-paced, dynamic environment.
- Highly competitive and team-oriented with a strong sense of urgency and persistence.
- Fundamental knowledge of SaaS application integrations.
- Ability to manage multiple priorities and projects across internal and external stakeholders.
- Experience collaborating with cross-functional teams including sales, product management, marketing, and business development.
- Strong interpersonal, written, and verbal communication skills.
- Organized with excellent time management skills.
- Experience with troubleshooting and performance optimization.
- Ability to maintain customer confidentiality and handle sensitive information.
- Willingness to travel to customer locations across the U.S. (15-30%).
- Strong interpersonal and problem-solving skills.
- Collaborative mindset to work effectively across teams.
- Experienced in presenting to executive-level leadership.
- Solid understanding of customer service methodologies and management techniques.
- Proficiency in English (Bilingual in Spanish is a plus).
- Hands-on experience with customer service software, databases, and tools.
Benefits and Perks:
We are pleased to offer the following:
- Competitive salaries
- Unlimited vacation so you can rest and recharge
- Full benefits program (Health, Dental, Vision, 401(k) match, life and disability insurance)
- Parental Leave
- Paid parking at our Atlanta office
- Opportunity for equity participation
- Volunteer opportunities
- Weekly catered lunches
Whether it’s virtual happy hours, company-wide contests or quarterly cultural outings, we are always looking for ways to keep our employees happy and engaged with their teammates.
