Working Hours
This is a night shift position supporting our U.S.-based customers. While you will eventually work remotely, onboarding will take place in our Taipei office, Monday to Friday, 09:0018:00.
Once onboarding is successfully completed, your working hours will follow Pacific Standard Time (PST), with two available schedules:
- Winter (PST): 01:00 10:00 (Taiwan time)
- Summer (PDT): 00:00 09:00 (Taiwan time)
We observe U.S. national holidays, but ensure the total number of holidays complies with Taiwan labor regulations. If U.S. holidays are fewer than Taiwan's, we will provide additional time off.
About the Role
We are looking for a Senior Technical Support Specialist who combines strong technical skills, excellent communication, and a passion for customer success. You will take ownership of resolving complex customer issues, streamline internal processes, and mentor junior team members, all while acting as a key player bridging Product, Engineering, and Customer Success teams.
Key Responsibilities
Resolve Complex Customer Issues
- Act as an escalation point for challenging technical or operational cases.
- Handle high-impact customer issues via email, phone, and virtual meetings with empathy and professionalism.
- Build trust and credibility with internal teams and customers by providing expert-level support.
Improve Support Workflows
- Identify recurring issues and pain points in support operations.
- Recommend and implement enhancements to documentation, tools, or processes to boost efficiency and customer satisfaction.
Collaborate Cross-Functionally
- Partner closely with AE, CSM, and Engineering teams to relay customer insights and prioritize bug escalations.
- Provide structured feedback that shapes product roadmap and usability improvements.
Ensure Smooth Shift Transitions
- Maintain clear, structured handover notes for unresolved issues to ensure 24/7 support continuity.
- Prevent ticket duplication or dropped cases through disciplined documentation and coordination.
Mentor and Uplevel the Support Team
- Demonstrate deep product knowledge and business logic understanding.
- Coach junior agents through shadowing, feedback, and QA reviews.
- Contribute to a culture of continuous improvement and learning.
Why Join Us
At GoFreight, we are reshaping the freight forwarding industry through technology. As a Senior Technical Support Specialist, you will not only solve problemsyou'll shape how we deliver exceptional support at scale.
What We're Looking For
Must-Have Qualifications
- Customer Support Experience: 2+ years in technical support, customer service, or client-facing roles in fast-paced environments.
- Bilingual Communication: Proficient in both English and Mandarin (spoken and written). English is our primary support language; Mandarin is essential for internal collaboration and local customers.
- Critical Thinking & Problem Solving: Ability to investigate complex cases independently and resolve issues without relying on rigid scripts.
- Operational Mindset: Proactive in optimizing workflows and committed to improving the customer support experience.
- Composure & Professionalism: Calm under pressure, detail-oriented, and service-driven when facing challenging situations.
- Technical Aptitude: Solid understanding of web applications, browser/network issues, and structured troubleshooting practices.
- Tool Proficiency: Comfortable using Google Workspace, Zendesk (or similar tools like Salesforce/Intercom), and ChatGPT.
Nice-to-Have Qualifications
- Freight Forwarding Experience: 2+ years working in or supporting freight forwarding or logistics operations.
- B2B SaaS Experience: Background in onboarding or supporting B2B Vertical SaaS clients.
- Technical Documentation: Ability to write support content in both Chinese and English (e.g., user guides, FAQs).
- Software Literacy: Basic understanding of HTML, JavaScript, or APIs; background in computer science or related fields is a plus.
- Accounting Knowledge: Familiarity with U.S. accounting principles, especially those used by freight forwarders.
IMPORTANT NOTICE - Please Read Before Applying
Onboarding Requirements
- Duration: 3 months training period (subject to individual progress)
- Schedule: Monday to Friday, 09:0018:00 (Taiwan time)
- Location: MUST attend GoFreight Taipei office in person
- Purpose: Comprehensive training on our systems, processes, and customer support protocols
- Note: Remote work only begins after successful completion of onboarding
Compensation Details
- Salary Range: TWD 60,000 100,000 per month
- This salary already includes night shift allowance
- No additional night shift premium will be provided
How to Apply
If you're excited about building the future with us and ready to grow in a fast-paced startup environment, we'd love to hear from you! Please apply through our official application portal on Teamdoor using the following link:
https://gofreight.teamdoor.io/s/PagWynAj
Applications submitted outside of Teamdoor cannot be processed.
