Junior Customer Excellence Associate

About Cargobase
At Cargobase, we build a collaborative platform that connects enterprise shippers (e.g. Bosch, Reckitt Benckiser, Goodyear, Ennoconn) and Logistics Service Providers (e.g. DHL, DSV, FedEx) to work together across complex freight operations. The platform supports the full logistics lifecycle - from urgent ad-hoc shipments to long-term tenders, and from invoicing and compliance to reporting and analytics. Our customers rely on Cargobase as a system embedded in their day-to-day operations.
Cargobase is entering its next phase of growth, scaling its product ecosystem, modernizing platform architecture, and expanding its global customer base. As customer complexity and commercial ambition increase, execution quality and customer outcomes become business-critical.
Role Overview
The Junior Customer Excellence Associate supports the full post-sales customer journey including onboarding, implementation, platform support, and customer engagement. You will contribute directly to live implementation projects, handle support queries, and begin managing customer relationships under the mentorship of more senior team members.
Key Responsibilities
1. Customer Onboarding & Implementation Support
Assist in onboarding new customers by helping prepare configuration documents, platform walkthroughs, and user setup.
Participate in implementation tasks such as data mapping, test case execution, UAT coordination, and go-live prep.
Shadow and gradually lead implementation projects with defined templates and checklists.
Support creation of solution documentation (user guides, workflows, FAQs) with direction from consultants.
2. Customer Account Support & Engagement
Serve as the secondary point of contact for selected accounts, handling routine updates and usage questions.
Monitor platform usage and customer activity dashboards to spot early risk signals.
Support health check-ins and training refreshers alongside senior managers.
Build foundational relationship skills by participating in structured customer touchpoints.
3. Support Ticket Management & Troubleshooting
Handle tier 1 support tickets via chat and email, including access issues, basic functionality queries, and data corrections.
Escalate complex issues to senior team members with appropriate context and logs.
Contribute to the maintenance of internal support documentation and customer-facing articles.
4. Documentation, Process Learning & Internal Contributions
Maintain clear internal documentation of customer configurations, project steps, and feedback.
Actively participate in team training, onboarding simulations, and internal tools workshops.
Contribute to updates in knowledge base, onboarding materials, and implementation templates.
Key Qualifications
0-2 years of experience in customer support, onboarding, or implementation (internship or entry-level experience acceptable).
Eagerness to build expertise in customer experience, implementation, and SaaS platforms.
Strong communication skills and attention to detail.
Prior experience in SaaS, logistics, freight forwarder. supply chain, or B2B platforms is a plus
What Does Success Look Like
After 90 days
You independently handle 1st-line support tickets with correct triage, clean communication, and proper escalation.
You contribute reliably to onboarding and implementation work (Account configuration, Forwarder Communication, go-live prep) with minimal rework.
You follow implementation checklists and templates without missing steps or introducing errors.
You maintain accurate customer documentation and internal notes for the accounts you support.
You demonstrate a solid understanding of standard customer setups and common issues.
After 6 months
You independently support standard onboarding and training flows.
You act as the secondary owner for a small set of customer accounts, handling routine questions and updates without supervision.
You identify early risk signals in usage or behaviour and flag them with clear context and suggested actions.
You resolve the majority of customer questions without escalation and escalate complex issues with high-quality input.
You contribute improvements to documentation, templates, or support processes based on repeated customer interactions.
Overall success
Success means the associate becomes a dependable colleague who removes load from senior team members, delivers clean and repeatable onboarding outcomes, and shows clear progression from task execution to early customer ownership.

Employment type
Full-Time

Work arrangement
No