About Us
Billor is building the largest Trucking Ecosystem in the United States, combining Freight and Technology for Truck Drivers, Freight Brokers, and Autonomous Trucks, creating higher efficiency, stronger margins, and a more connected supply chain.
About the role
If you are passionate about Customer Support and want to make a difference in the daily lives of drivers and customers, join our team!
Responsibilities
- Hold welcome calls for new drivers, ensuring they understand the processes and have the tools they need to succeed
- Monitor and manage drivers' rest time, providing support when necessary
- Assist drivers with issues related to supplies and proactively resolve possible problems
- Conduct regular calls with active drivers for follow-up and problem resolution
- Satisfaction survey (CSAT and NPS): Conduct surveys to measure the level of satisfaction of drivers and customers, ensuring that feedback is addressed and implemented
- Plan and execute campaigns to increase driver engagement and retention
- Manage communication and monitoring of vehicle safety and maintenance campaigns
- Develop and send mass communications to keep drivers and customers informed about important updates
- Create and share training materials for drivers and customers
- Monitor and update driver rankings based on performance metrics, creating gamification
- Collect feedback from drivers after cancellation, seeking to identify improvements in the process
- Manage the contract termination process and ensure completion of all termination step
- Experience in Customer Success and proactive customer service