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LoadUp Logo LoadUp · Customer Service

Customer Support Agent II

United States 20.00 - 22.00 USD / Hour · Job Posted February 19, 2026
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Job Description

Elevate your career in a high-growth environment as a lead problem-solver, owning complex customer resolutions and ensuring excellence in every interaction. We’re looking for a reliable, empathetic, and solutions-driven Customer Service Representative II (CSR II) to support our rapidly growing team at LoadUp. In this role, you’ll handle more complex customer and Loader interactions, resolve nuanced service issues, and take greater ownership of cases from start to finish. You’ll be trusted to work independently, exercise sound judgment, and deliver consistent, high-quality resolutions that align with LoadUp’s commitment to service excellence.

Job Responsibility

  • Serve as a primary point of contact for customers and Loaders via phone, text, chat, and email, focusing on more complex or time-sensitive cases
  • Act as the first point of contact for escalations from CSRs, responding with empathy and professionalism
  • Take full ownership of assigned cases, ensuring resolution without unnecessary handoffs
  • Close the loop with customers who leave negative feedback on satisfaction surveys
  • Troubleshoot service challenges in real time, making informed decisions within established guidelines
  • Monitor on-hold orders and proactively address potential risks to service completion
  • Identify recurring issues or trends and flag them to leadership to support continuous improvement
  • Collaborate closely with Dispatch, Field Operations, and other internal teams to ensure a smooth customer experience
  • Accurately document all interactions, actions, and outcomes in internal systems with a high degree of detail
  • Consistently uphold LoadUp’s core beliefs and represent the brand with integrity

Requirements

  • 2+ years in a high-volume customer service or support environment
  • experience resolving escalated issues is key
  • High level of comfort with technology and the ability to adapt quickly to evolving tools and workflows
  • Strong communication skills to navigate nuanced conversations and resolve complex issues calmly and professionally
  • Proven ability to work independently, exercise sound judgment, and manage multiple priorities in a fast-paced environment
  • High school diploma or GED required
  • some college experience preferred
  • Ability to work fully in-office (Monday – Friday, 7:30 - 4:30) and work nights or weekends as required

What we offer

  • Medical, Dental, Vision, and Life Insurance coverage
  • Flexible Spending Account (FSA) or Health Savings Account (HSA)
  • Generous Paid Time Off
  • 401(k) with 5% Company Match
  • Employee Recognition Program
  • Monthly Lifestyle Stipends
  • Referral Rewards Program
  • Growth with Purpose
LoadUp - All Job Offers

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