The Product Support Specialist (PSS) serves as the primary frontline support for Iron Sheepdog, responsible for managing the daily intake of user inquiries. The PSS is dedicated to the rapid resolution of support tickets and live communication. This role acts as the critical bridge between the user and the Tier 2 Engineering team, ensuring technical bugs are identified, documented, and escalated efficiently while maintaining our standard of "white-glove" service.

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Essential Duties and Responsibilities

To ensure success in this role, the incumbent must proficiently execute the following:

• Ticket Management: Monitor business email, chat, and ticketing systems to respond promptly to customer needs via phone, email, and chat. Manage high-priority client escalations and exercise independent discretion to negotiate resolutions for brokers and haulers (e.g., fee waivers, dispute arbitration) within company guidelines but without requiring approval for every decision.
• Tier 1 Troubleshooting: Troubleshoot customer issues and resolve problems in a timely manner. Verify user reports. Identify and tag support trends within the ticketing system to provide the Product/Engineering team with data-driven insights on feature friction, directly impacting the long-term product roadmap..
• Engineering Collaboration (Tier 2): Work directly with the Tier 2 support and development teams to identify and resolve bugs. Accurately document technical issues to streamline the engineering fix process. Act as the decision-maker for prioritizing user feedback before it reaches Engineering and determine which technical issues qualify as "critical" versus "cosmetic," directly influencing the development backlog.
• Project Support: Participate in operational projects as needed to support company growth and efficiency. Assist management in formulating new customer service policies and standard operating procedures (SOPs) based on observed field friction points.
• AI Initiatives: Collaborate on the deployment of customer support AI initiatives to transform the user experience from reactive troubleshooting to proactive enablement. You will be responsible for 'cleansing' the institutional knowledge base (SOPs and help articles) to ensure our AI tools provide expert-level, accurate support to brokers and haulers.
• Customer Advocacy: Demonstrate the ability to empathetically identify and understand the needs of the client and develop creative solutions.
• Platform Mastery: Rapidly acquire operational proficiency with the mobile application and web browser to guide users through workflows.

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Competencies

To achieve success in this role, the individual should demonstrate the following:

• Strategic Communication: Write with clarity and accuracy; edit work for spelling and grammar. This is vital for clear ticket documentation for the Engineering team. Ability to translate complex technical constraints into clear business language for clients, and vice versa.
• Independent Judgment: Ability to make significant decisions regarding customer accounts and technical prioritization in the absence of immediate management. Knowledge of digital payment workflows is preferred with the ability to explain transfer/withdrawal timelines to haulers and brokers, ensuring trust in the Iron Sheepdog financial ecosystem.
• Problem Solving: Identify and resolve problems in a timely manner; gather and analyze information effectively.
• Technical Aptitude: Proficiency in web browsing and adapting to emerging technologies. Ability to learn ticketing software and the Iron Sheepdog platform and internal admin tools.
• Dependability: Follow instructions, respond to management direction, and keep commitments.
• Adaptability: Adapt to changes in the work environment and manage competing demands.

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Education and Experience

• Experience: 1–3 years of experience in a customer support role.
• Technical Skills: Experience with ticketing systems (e.g., Jira, Zendesk, Intercom) is highly preferred.
• Industry Knowledge: Prior experience in logistics and construction technology is a plus.
• Education: High school diploma required; Associate’s degree or some college preferred.

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Work Environment & Physical Demands

• Remote Setup: This is a remote position requiring a dedicated, quiet workspace.
• Travel: Possess the ability to travel for events and training, typically for no more than 2-3 days at a time.

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Position Type/Expected Hours of Work

• Schedule: This is a full-time position. Regular workdays and hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.
• Flexibility: Occasional early morning, late evening, and weekend work may be required as dictated by job duties.

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Iron Sheepdog is hiring a Customer Success Manager.

We are seeking a proactive and dedicated Customer Success Manager to join our team. In this role, you will be responsible for building and maintaining strong client relationships, ensuring they achieve their goals through the effective use of our platform. From onboarding to full adoption, you will guide customers every step of the way, driving satisfaction, retention and growth. Success in this role requires a deep understanding of our software platform and mobile application.

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Role Objectives

Responsibilities include but are not limited to the following:

• Client Onboarding: Lead new clients through the onboarding process, ensuring a smooth transition and effective adoption of Iron Sheepdog’s platform.​
• Relationship Management: Develop and nurture long-term relationships with clients, understanding their business needs and aligning our solutions to meet their objectives.​
• Product Advocacy: Promote the value of our platform by providing training, resources, and continuous support to maximize client engagement and satisfaction.​
• Feedback Integration: Gather client feedback and collaborate with internal teams to drive product improvements and enhance the overall user experience.​
  
• Issue Resolution: Address and resolve client concerns promptly, ensuring a positive experience and maintaining high retention rates.​

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Skills and Qualifications

Competencies:

• Experience: Proven experience as a Customer Success Manager or in a similar client-facing role, preferably within the technology or logistics sectors.​
• Communication Skills: Exceptional ability to communicate clearly and effectively, fostering positive business relationships.​
  Technical Proficiency: High computer literacy with the ability to learn and effectively explain evolving software features.
• Problem-Solving: Strong analytical skills to assess client needs and provide effective solutions.​
• Organizational Skills: Ability to manage multiple clients and priorities simultaneously, maintaining attention to detail.​
• Educational Background: Bachelor’s degree in Business, Communications, or a related field is preferred.

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Work Environment/Benefits

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Position Type/Work Environment

This is a full-time position with typical hours of Monday–Friday, 8:00 AM–5:00 PM. Occasional early mornings, late evenings, and weekend work may be required based on job duties. The majority of work takes place in an office setting, with travel up to 20%. Customer and job site visits may be necessary, and some job sites may expose employees to loud noises and various weather conditions.

Benefits Provided By Iron Sheepdog

• Health, Dental, and Vision. HSA plans are available.
• 401(k)
• Paid Time Off, Including vacation and company holidays

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Why Join Us?

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At Iron Sheepdog, we are committed to revolutionizing short-haul trucking logistics through innovative technology. As part of our team, you’ll have the opportunity to make a significant impact on our clients’ success and contribute to the growth of a forward-thinking company. We offer a collaborative work environment, opportunities for professional development and a chance to be at the forefront of industry transformation.​

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Equal Opportunity Employer:

Iron Sheepdog is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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Join the Future of Fleet Management

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Iron Sheepdog is not just revolutionizing the short-haul trucking industry; we’re building the future of it with our innovative fleet management platform. We’re experiencing rapid growth and are on the hunt for a talented and motivated Software Engineer to join our dynamic and fully remote engineering team. If you’re a full-stack developer passionate about building scalable, user-friendly applications and are energized by the prospect of integrating cutting-edge AI into our development and product, we want to hear from you!

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Role Objectives: Developing Tomorrow's Solutions

As a Software Engineer at Iron Sheepdog, you won’t just be developing and maintaining our web and potentially mobile applications – you’ll be instrumental in shaping our AI-powered future. You will be expected to contribute to all stages of the software development lifecycle, from planning and design to implementation and deployment, with a keen eye towards leveraging the latest advancements in artificial intelligence. This role offers the exciting opportunity to take ownership of significant projects, collaborate closely with other forward-thinking engineers, and contribute to the evolution of our technology stack.

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Responsibilities

• Design, develop, and maintain intelligent features for our React-based web application and Node.js backend, with an emphasis on future AI integrations.
• Collaborate with product managers, designers, and other engineers to define and implement project requirements, exploring how AI can enhance user experience and efficiency.
• Take ownership and lead the development of epics and other medium to large-sized projects, coordinating with other remote team members and championing the exploration of AI-driven solutions.
• Write clean, well-documented, and testable code, with an understanding of best practices for AI/ML integration.
• Participate in code reviews to ensure code quality and knowledge sharing, including discussions around AI implementation strategies.
• Troubleshoot and resolve bugs and performance issues across the stack, with an eye towards how AI can assist in diagnostics and preventative measures.
• Contribute to the ongoing efforts to upgrade our technology stack, including the potential migration to TypeScript and NextJS or similar frameworks, with consideration for AI compatibility and optimization.
• Participate in agile development processes, including sprint planning, daily stand-ups, and retrospectives, actively contributing ideas on how AI can improve our development workflow.
• Stay up-to-date with the latest industry trends and technologies, with a particular focus on advancements in AI and machine learning and their potential applications within our domain.
• Contribute changes to our react-native mobile application (bonus if experienced).

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Skills and Qualifications
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• 3+ years of professional full-stack software development experience.
• Strong proficiency in JavaScript and experience with modern JavaScript frameworks, particularly React.
• Solid understanding of Node.js and backend development principles.
• Experience working with databases (e.g., NoSQL databases like those used with Firebase, and SQL).
• Familiarity with RESTful APIs.
• Experience with version control systems (e.g., Git).
• Excellent problem-solving and analytical skills, with an intellectual curiosity about the potential of AI.
• Strong communication and collaboration skills, with experience working effectively in a remote team environment and a passion for discussing innovative technologies like AI.
• Ability to take initiative and work independently, with a proactive mindset towards learning and implementing new AI concepts

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Additional Skills are a Bonus
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• Experience with TypeScript.
• Familiarity with NextJS or similar server-side rendering frameworks.
• Experience with React Native for mobile application development.
• Experience with Firebase and Google Cloud Platform (a strong foundation for leveraging Google’s AI services).
• Understanding of CI/CD pipelines.
• Exposure to or a strong interest in Artificial Intelligence and Machine Learning concepts and their application in software development.

Why Join Us?
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• Be part of a growing and innovative startup that is not just transforming the short-haul trucking industry but is poised to lead it into an AI-powered future.
• Work on a cutting-edge fleet management platform with a talented and passionate team that is excited about exploring and implementing value-add solutions.
• Enjoy the flexibility of a fully remote work environment where innovation and forward-thinking are highly valued.
• Take ownership of impactful projects and contribute directly to the company’s success.
• Opportunity to grow your skills and contribute to the evolution of our technology stack, with dedicated time and resources to explore and implement AI technologies.

If you’re a talented full stack engineer passionate about creating cutting-edge solutions, join us in revolutionizing fleet management for the fintech and construction industry. Apply today!

Equal Opportunity Employer:

Iron Sheepdog is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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Iron Sheepdog is seeking a qualified account representative to help us grow and service our customer base in new and existing markets.

We’re looking for someone with a strong understanding of relationship building and closing deals. We are a startup technology company with ambitious growth goals. The ideal candidate has enthusiasm and ambition to help our company grow. Experience in the trucking, construction, materials, aggregates or related industries a strong plus.

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Role Objectives
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• Represent Iron Sheepdog, starting with a deep and comprehensive understanding of how our technology solution meets customer needs
• Build relationships with potential and existing customers in the markets we serve
• Maintain working relationships with existing clients to ensure exceptional service and identification of potential new sales opportunities
• Possess in-depth product knowledge and be able to conduct demos
• Work with our CRM to maintain accurate and up-to-date information about contacts and companies
• Coordinate with other ISD team members to ensure company goals are being met

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Skills and Qualifications
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• 3-5 years in business development, sales, or related role within the construction or related industry
• Excellent communication, interpersonal, problem-solving, presentation, and organizational skills
• Proficiency with sales management software and CRM
• Personal integrity
• Ability to travel as needed

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