Customer Service Supervisor

Job Title: Customer Service Supervisor
Transportation Execution Systems (TES)

Location: Pittsburgh, PA
Department: Operations / Customer Success
Reports To: Operations Manager
Employment Type: Full-Time

About Us
Maven Machines is reinventing transportation. We are a fast-growing technology company based in Pittsburgh that is working on building the next era of fleet management, dispatch, and logistics technologies for the transportation and service industries.

Maven is a leading provider of Transportation Execution System (TES) technology that empowers carriers and private fleet owners to automate, manage, and optimize freight movements within their daily operations. Our cloud-based platform integrates seamlessly with ERPs and TMSs, to deliver real-time execution, visibility, and cost control.

Over the past eleven years, Maven’s cloud-based solutions have been successfully deployed to thousands of drivers and companies across the United States and Canada, with a number of the nation’s top 100 trucking fleets running their operations on our software platform. In our ongoing pursuit of ensuring quality and excellence standards of the highest degree, Maven is searching for a Customer Service Supervisor to join our customer focused support team.

Position Summary
As the Customer Service Supervisor , you will lead and develop a frontline support team responsible for helping clients effectively utilize our TES platform. You’ll ensure service excellence through strong leadership, operational oversight, and collaboration with cross-functional teams. This role is pivotal in building trust with our customers and scaling service delivery in a rapidly evolving transportation tech landscape.

Key Responsibilities

• Supervise and support a team of Customer Support Representatives (CSRs) responding to client inquiries via phone and email regarding TES functionality, integrations, and issue resolution.
• Monitor team performance using SLAs and KPIs (e.g., first response time and case resolution time).
• Manage and prioritize incoming support tickets, escalating technical or urgent cases as needed.
• Serve as a point of escalation for complex product or integration-related support issues.
• Support onboarding and ongoing training for support team members on TES features, best practices, and troubleshooting techniques.
• Develop and maintain SOPs, knowledge base articles, and internal documentation to improve efficiency and consistency.
• Provide feedback to Product and Engineering teams on recurring issues, feature requests, and platform usability trends.
• Collaborate with Operations, Customer Success, and Sales teams to ensure a unified customer experience.

Qualifications
Required:

• Bachelor's degree in Supply Chain, Logistics, Business, or related field.
• 3+ years of experience in customer support or client services, with 1+ year in a supervisory or team lead role.
• Strong understanding of logistics operations or transportation systems, especially TES, TMS, or multi-modal freight execution platforms.
• Proven ability to lead a team in a fast-paced, technical support environment.
• Experience with support tools like Zendesk, Freshdesk, Salesforce, Jira, or equivalent.
• Strong written and verbal communication skills, with an empathetic and solutions-oriented mindset.
• Ability to manage priorities and guide team members during high-volume periods.
• Ability to have an ownership mindset for proactive management and creation of improved operating procedures
• Strong logic and trouble-shooting skills
• Excellent written and verbal skills
• Ability to work with minimal supervision and direction
• Ability to handle multiple priorities and work at a brisk pace
• Ability to work as a member of a diverse team
• Strong customer support service skills
• Strong organization skills

Preferred:

• Familiarity with APIs, EDI, and integrations between TES and ERP/TMS systems (e.g., SAP, Oracle, Manhattan).
• Experience supporting SaaS logistics platforms.
• Bilingual (English + Spanish or French) is a plus.

What We Offer

• Competitive compensation
• Medical, dental, and vision insurance
• 401(k) with company match
• Generous PTO and paid holidays
• Career development opportunities in a high-growth tech company