Support and Logistic Coordinator

TopHat HR
CA - Greater Toronto Area
February 2, 2025

About Us:

Tophat HR is a boutique consulting firm- We are an expert in tailored and comprehensive human resources consulting & management services.

About the role and our Client :

Our client is a leading provider of automated direct mail and address verification solutions, helping businesses streamline offline communications. Their logistics team plays a crucial role in ensuring seamless mail processing, shipping, and tracking for their global clients.

They are looking for a Support and Logistic Coordinator to join their Logistics team. The ideal candidate has a background in SaaS, technology, logistics, or customer support/ticket handling roles and is experienced in troubleshooting operational and technical issues related to logistics workflows.

Key Responsibilities:

Customer and Internal Support:

Act as the first point of contact for logistics-related support requests from clients, vendors, and internal teams.
Handle support tickets related to mail processing, tracking, and delivery issues, ensuring timely resolution.
Collaborate with shipping and printing partners (e.g., USPS, Canada Post, Royal Mail, Australia Post) to troubleshoot and resolve delivery issues.
Work closely with the engineering and operations teams to escalate technical issues and ensure proper resolution.
Provide regular updates to clients on ticket progress, troubleshooting steps, and resolution timelines.

Quality Assurance & Process Improvement:

Monitor and audit logistics workflows to identify inefficiencies and potential issues.
Develop and execute test cases for logistics-related processes and system integrations.
Work with developers and product managers to identify and report system bugs, discrepancies, or performance issues.
Help in standardizing support documentation, FAQs, and internal troubleshooting guides.

Operational and Reporting Support:

Track and report key logistics performance metrics, including SLA adherence and resolution times.
Maintain detailed records of issues, resolutions, and process improvements.
Identify trends in recurring support issues and suggest solutions for process optimization.
Assist in the rollout of new logistics features, including user testing and feedback collection.

Key Requirements

1+ years of experience in SaaS, tech support, logistics support, ticket handling, or related fields.
Familiarity with support ticketing systems (Intercom, Zendesk, Linear).
Strong understanding of logistics workflows, mail tracking, and delivery issue resolution.
Basic knowledge of APIs and system integrations (nice to have but not mandatory).
Experience in QA testing and troubleshooting technical or operational issues.
Excellent verbal and written communication skills for handling client and internal queries.
Strong problem-solving skills and attention to detail in identifying process gaps.
Ability to multi-task in a fast-paced environment and prioritize effectively.

Preferred Qualifications

Experience in the direct mail industry, shipping carriers, or logistics tech platforms.
Knowledge of postal regulations across different regions (US, Canada, UK, Australia) is a plus.
Familiarity with basic data analysis for support reporting is an advantage.

What We Offer

Competitive salary and benefits package.
Opportunity to work in a fast-growing SaaS company with global logistics operations.
Collaborative work environment with cross-functional teams.
Growth opportunities in support, operations, and quality assurance

We are an equal opportunity employer and we welcome people of diverse backgrounds, perspectives, and skills. We will work with applicants to provide accommodations at any stage of the hiring process.

Read the full job description and apply online on the recuiter's web-site

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