Customer Support Rep

About the role

You are the first person a carrier reaches when something goes wrong. Many of our customers are Punjabi- and Hindi-speaking owner-operators and small-fleet owners who run their businesses from the road, and they want help in their own language from someone who understands trucking.

Carriers reach you over email, live chat, phone, and WhatsApp. A driver whose fuel card declines mid-route loses money and hours while waiting, so you will find the cause and resolve most cases yourself. You will explain statements and spend limits as often as you troubleshoot hardware.

What you'll do

• Own customer tickets end to end in HubSpot Service Hub across email, live chat, phone, and WhatsApp
• Support carriers in English, Hindi, and Punjabi, moving between languages as the conversation requires
• Resolve fuel card issues including activations, PIN resets, declined transactions, spend and product limits, lost or stolen cards, and disputed charges
• Explain statements, billing cycles, fuel discounts, and network pricing in clear , non-technical language
• Meet first response and resolution targets against our SLA goals, and keep ticket records accurate in HubSpot
• Identify recurring issues and raise them before they surface in monthly reporting
• Write and maintain knowledge base articles and saved replies, including Hindi and Punjabi versions

Qualifications

• 2+ years of hands-on customer support experience across email, chat, and phone
• Professional fluency in English, Hindi, and Punjabi, spoken and written
• Hands-on experience with HubSpot Service Hub, including the help desk workspace, ticket pipelines and statuses, custom views, SLA goals, and ticket routing
• Experience handling billing, payment, or transaction inquiries
• Excellent written and verbal communication, with the ability to explain technical issues to non-technical customers
• Strong problem-solving skills and attention to detail
• Ability to stay composed with frustrated customers in time-sensitive situations
• Availability to work North American business hours
• Reliable high-speed internet and a quiet workspace for taking calls