Client Support Specialist (Overnight Shift)

| Austin
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Who We Are

Overhaul is looking for energetic, analytical, and quality-focused team members to join their C3 Monitoring and 24/7 Customer Support Team as Watch Officers.  Overhaul is a supply chain integrity solutions company that allows shippers to connect disparate sources of data into the first fully transparent situational analysis engine designed for the logistics industry. Data that is transformed into critical insights can instantly trigger corrective actions, impacting everything from temperature control to handling requirements or package-level tracking, ensuring cargo arrives at its destination safely, undamaged, and on time. We are a dynamic, innovative, and fun team who is highly committed to our customers’ experiences and our Mission and Vision. 


We are looking for Night Shifts Only right now-  6pm - 6am - For two different Shifts - Front Half Shift is Sunday - Wednesday - With Thursday, Friday and Saturday off and Back Half Shift - Wednesday to Saturday - With ever other week Wednesday's off - 

Shorter weeks with more days off!! *Hourly Role with OT for any hour worked over 40 hours a week. 

The Role

The role of a Watch Officer consists of utilizing Overhaul visibility software solutions to actively monitor customer shipments, analyze cargo risk events, and manage cargo recovery response protocols through Overhaul’s Law Enforcement Connect system.  Watch Officers also serve as key direct customer support team members by communicating with customers and their transportation vendors to facilitate excellent customer experiences and mitigate risk to critical commodities that move through the supply chain. The Watch Officer will play an active role in a key division of Overhaul Operations, utilizing our innovative software solutions. Duties will include following appropriate escalation protocols, collaborating with shippers, 3PLs, carriers, drivers, and law enforcement to facilitate comprehensive alignment in Standard Operating Procedures, and communicating follow-ups as needed at the transition of shifts.  This is an hourly position with competitive pay and an excellent benefits package for full-time positions.  


Duties include, but are not limited to:

  • Monitor customer shipments via Overhaul software solutions
  • Respond to customer support tickets received via phone, email, and chat
  • Collaborate with Account Management, Operations, and Customer Support Teams to ensure a thorough approach is taken to appropriately and comprehensively address customer needs
  • Maintain thorough awareness and understanding of Overhaul technology and service products
  • Fully execute protocols in relation to monitoring duties, customer inquiries, and escalations


Required:

  • Excellent communication skills
  • Positive and flexible attitude
  • Genuine commitment to excellent customer experience
  • Excitement around working with an innovative and collaborative team

Preferred:

  • Experience in a customer service role
  • Experience in a SaaS field
  • Experience in supply chain or related role

Our Core Values and how they benefit you as an “Overhauler”
Authenticity, Receptivity and Trust
·      Extremely competitive base salary package
·      401(k) with Overhaul match
·      Flexible working schedules
Encouragement and Learning
·      Progressive advancement opportunity & career mobility
·      Paid development personal stipend
·      Monthly lunch and learns
·      2 Unique learning systems w/Instructor led content
Wellness and Integrity
·      Rotating Overhaul “Perks @ work” (Discounts and Freebies)
·      Overhaul fully provided healthcare plan
·      Employee assistance & wellbeing programs
·      New Parent/Family/Caregiver leave(s)
·      Daily BAMM time (body and mind movement)
·      Life by design vacation policy

Diversity and Inclusivity Statement 

Overhaul has always been, and always will be, committed to diversity and inclusion. Our Overhaul Culture Code’s top listed commitment is to “Diversity and Synergy.”  All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We strongly encourage people from underrepresented groups to apply! 


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • FluxLibraries
    • ReactLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • MixpanelAnalytics
    • HotjarAnalytics
    • MiroDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • DriftCRM
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM

Location

6801 N Capital of Texas Hwy - Building 2, Suite 225, Austin, TX 78731

An Insider's view of Overhaul

How would you describe the company’s work-life balance?

In an industry that never sleeps, it can be hard to pull away and prioritize self-care and time off. Overhaul leadership strongly enforces and reminds us to take PTO as often as we can. We’re also encouraged to take those moments throughout the day to recharge and refocus with daily dedicated blocks for body and mind movement hours.

Ash

Customer Success Manager

What does your typical day look like?

A typical day consists of observing multiple shipments to confirm arrival to their delivery locations with the product being untampered and answering any questions the team may have regarding process/shipments they are unsure of. We also monitor any shipment/destination creation requests and troubleshoot device issues with our client contacts.

Quintin

GSOC Supervisor

How has your career grown since starting at the company?

I can only describe it as: “a lot." I’ve been able to go beyond tech and into business and I appreciate the opportunities that have been given to me.

Ricardo

Principal Site Reliability Engineer

What’s the vibe like in the office?

Overhaul provides a great environment to work in. The lack of micro-management and a modern approach to mental health has made this job quite enjoyable. My team is formed of an extensive group of professionals with years of experience in the domain. We have a great synergy, working great as a team.

Alexandru

Watch Officer

What are Overhaul Perks + Benefits

Overhaul Benefits Overview

FULLY PROVIDED MEDICAL CARE
LEGAL/ID SHIELD PROTECTION
PET INSURANCE
TRAVEL ASSISTANCE PROGRAM
UNLIMITED PTO
FLEXIBLE SCHEDULES
TELEDOC HEALTH + TELEADVOCACY
401K PLAN AND MATCH
REMOTE, HYBRID, AND IN-OFFICE OPPORTUNITIES
DAILY BLOCKED BODY AND MIND MOVEMENT TIME

Culture
Open door policy
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Company-sponsored happy hours
Onsite office parking
Pet friendly
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Online course subscriptions available

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