Customer Service Representative (Driver Support)

Join Our Team at Lean Solutions Group (LSG)! Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams. At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.
Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Role Overview The Driver Support Specialist serves as the primary, first-line point of contact for drivers and brokers. This role is responsible for resolving inquiries, managing multi-channel communications, meticulously documenting case histories, and collaborating with cross-functional internal teams to ensure swift, accurate, and empathetic issue resolution.

Key Responsibilities Shift Management & Prioritization

• Review previous shift handoff notes and assume complete ownership of open or carryover cases.
• Audit the daily ticket queue and prioritize tasks based on SLA risk, urgency, and driver impact.
• Prepare detailed end-of-shift handoffs documenting open cases, pending follow-ups, blocked issues, and operational risks.

Communication & Ticket Resolution

• Monitor inbound communication channels—including phone, email, SMS, WhatsApp, and Zendesk—to ensure timely acknowledgement and response.
• Answer inbound calls from drivers, aiming to resolve requests during the initial interaction whenever possible.
• Make proactive outbound calls and follow-ups to provide status updates and close pending cases before drivers need to reach out again.
• Work tickets end-to-end: review case history, take complete ownership, document actions, schedule follow-ups, and ensure proper disposition.

Cross-Functional Collaboration & Escalation

• Coordinate with Freight, Maintenance, Fintech, Legal, Driver Success, Onboarding, Safety, and other internal teams while remaining the main point of contact for the driver.
• Review at-risk driver lists and proactively engage drivers requiring additional support or intervention.
• Escalate complex issues outside established procedures while keeping drivers updated throughout the resolution process.

Operational Excellence & Quality Assurance

• Follow assigned workflows within internal systems (CRM, Zendesk, Nexus), maintaining accurate workflow statuses, thorough documentation, and case history.
• Document every interaction, escalation, decision, and resolution in designated tracking platforms.
• Identify recurring driver concerns, system bugs, vendor issues, and process bottlenecks, escalating trends directly to leadership.
• Maintain a high standard of professionalism, urgency, empathy, and accuracy while managing multiple driver cases simultaneously.

Qualifications & Requirements

• Experience: 1–3 years of experience in customer support, driver support, logistics support, or a call center environment.
• BPO Background: Prior experience as a Customer Service Representative (CSR) in a BPO environment is a strong plus.
• Technical Proficiency: Hands-on experience with ticketing and CRM tools (e.g., Zendesk, internal management platforms) and multi-channel communication channels (WhatsApp, SMS, VoIP systems).
• Communication: Excellent verbal and written communication skills with strong active listening and driver empathy.
• Problem-Solving & Multitasking: Strong organizational skills with the ability to prioritize tasks based on SLA urgency and manage dynamic case queues efficiently.
• Industry Familiarity: Basic understanding of logistics, freight operations, driver onboarding, or safety workflows is preferred.