Enterprise Support Supervisor

Summary

Join Loadsmart, a leading logistics technology company, as an Enterprise Support Manager! Manage a team of 10 ESRs, overseeing daily operations and fostering individual and team growth. You will possess a deep understanding of customer processes and identify opportunities for automation. Collaborate with engineers on process improvements and system enhancements. Support board watch responsibilities and manage team PTO. Lead cross-training and assist with new customer onboarding. Contribute to SOP creation and monitor team productivity. This remote position requires strong leadership, excellent communication, and at least 2 years of experience in a similar customer-facing role. Deep knowledge of Alice, TMSs, and various integration types is essential.

Requirements

• Demonstrates strong leadership skills and the ability to guide and influence others effectively
• Communicates clearly and professionally with both internal teams and external stakeholders
• Brings a minimum of 2 years of experience in an ESR role or a similar customer-facing position
• Proficient in quoting, booking, scheduling, and managing extra charges within customer workflows
• Possesses in-depth knowledge of Alice and all customer Transportation Management Systems (TMSs)
• Understands various integration types (EDI, API, Parser, etc.) and their impact on internal operations
• Confident in having difficult or escalated conversations across departments to drive resolution
• Familiar with internal communication channels and adept at using them to troubleshoot and resolve issues efficiently

Responsibilities

• Manages a team of 10 ESRs, providing day-to-day oversight and driving individual and team development
• Possesses a deep understanding of all customer processes handled by the ESR team
• Reviews current internal workflows to identify opportunities for automation and faster execution
• Assists the ESR Senior Manager with report creation, management, and analysis
• Collaborates with engineers to implement process changes, continuous improvements, and system hardcoding where appropriate
• Supports board watch responsibilities and communicates roll requirements effectively
• Manages the ESR PTO and Out-of-Office calendar to ensure proper account coverage
• Provides ESR coverage when necessary to maintain service levels
• Leads cross-training sessions to support flexible and efficient team coverage
• Assists in new customer onboardings and ensures complete internal administrative setup
• Contributes to the creation and maintenance of Standard Operating Procedures (SOPs)
• Monitors team Zoom activity to support accountability and productivity

Benefits

• Competitive base salaries - we believe in rewarding top talent
• Loadie Time Off - PTO and sick days without a limit