Customer Success & Support Specialist

Lighthouz AI is automating the back office of freight finance with freight-native AI agents. We help freight brokers, 3PLs, and factoring companies process invoices, rate confirmations, and PoDs in seconds—not hours—by replacing manual audits and brittle RPA with intelligent automation.

Freight is a $10T industry still run on PDFs, faxes, and spreadsheets. Every invoice, PoD, rate con, and NOA has to be manually audited, verified, and cross-checked—costing brokers and factors millions in delay, fraud, and operational drag.

At Lighthouz AI, we’re eliminating that chaos.

We’re building freight-native AI agents that read messy documents, verify critical data, and resolve exceptions in seconds—completely hands-off..

We’re a YC S24 company, backed by top investors, and already working with some of the most forward-thinking brokers and factoring companies in the US.

Lighthouz AI helps logistics companies automate AP, AR, and Collections using AI agents. We work with brokers, 3PLs, carriers, and shippers to eliminate manual work, improve cash flow, and reduce operational costs.

We're looking for a customer-focused operator who can help customers get value from our platform, solve day-to-day issues, and become a trusted partner to finance and operations teams.

As a Customer Success & Support Specialist, you'll be the primary point of contact for customers after onboarding. You'll help users adopt the platform, answer questions, troubleshoot issues, gather feedback, and ensure customers achieve measurable outcomes.

This role sits at the intersection of customer success, support, logistics operations, and finance.

• Own relationships with assigned customers and drive product adoption.
• Conduct onboarding and training sessions for new users.
• Help customers implement best practices and workflows.
• Track customer health, usage, and outcomes.
• Proactively identify opportunities to improve customer satisfaction and retention.
• Partner with customers to expand usage across additional teams and workflows.

• Respond to customer inquiries via email, phone, chat, and video calls.
• Troubleshoot platform issues and coordinate with engineering when needed.
• Investigate AP, AR, Collections workflow questions.
• Document issues clearly and follow them through to resolution.

• Create help articles, FAQs, and training materials.
• Assist with testing new product features before release.
• Collect customer feedback and translate it into actionable product insights.
• Identify recurring customer pain points and recommend process improvements.

• 2+ years in Finance, Logistics, Customer Success, Customer Support, Account Management, Operations, or a related role.
• Experience working with SaaS software platforms.
• Experience in one or more of:
• Accounts Payable
• Accounts Receivable
• Collections
• Freight Audit
• Logistics / Transportation
• Freight Brokerage
• 3PL Operations

• Experience using Lighthouz AI.
• Experience with TMS, ERP, accounting, or collections software.
• Experience supporting logistics, transportation, or finance teams.

• Excellent English
• Proficiency with using online software
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Comfortable working directly with Controllers, CFOs, AP Managers, Collections teams, and Operations leaders.
• Highly organized and able to manage multiple customer conversations simultaneously.
• Curious, resourceful, and willing to learn logistics and finance workflows in depth.
• Comfortable with AI tools and modern SaaS platforms.

Within your first 6 months, you will:

• Become a trusted advisor to customers.
• Own customer onboarding and support interactions.
• Help customers increase adoption and measurable ROI.
• Maintain high customer satisfaction scores.
• Surface product improvements that directly impact customer success.

• Work directly with founders and early customers.
• Help shape the future of AI-powered finance operations.
• High ownership and visibility.
• Opportunity to grow into Customer Success Manager, Implementation Manager, or Customer Operations leadership roles.
• Competitive compensation plus equity for exceptional candidates.

Type: Full-time

Hours: US EST

Location: anywhere in the world