What are the responsibilities and job description for the Customer Operations Associate position at loop?
About Loop
Loop is a domain-specific AI company specialized in logistics and the physical economy. By leveraging verticalized AI, Loop transforms operational and financial signals within logistics data into structured insights that drive automation, financial transparency, and supply chain optimization at scale. Their solutions support enterprise shippers in modernizing back-office operations and uncovering hidden value within complex logistics networks.
Our investors include J.P. Morgan, Index Ventures, Founders Fund, 8VC, Flexport, and 50 industry-leading angel investors. Our team brings subject matter expertise from companies like Uber, Google, Flexport, Meta, Samsara, Intuit, Rakuten, and long-standing industry leaders like C.H. Robinson.
About the Role
As a Customer Success Associate, you will be responsible for managing the end to end operational process for our customers. The Customer Success Associate is directly responsible for driving automation, optimizing invoice management and enabling actionable data for our clients that is critical to their business. You will play a key role in identifying opportunities and ways to improve our products to enhance customer experience and stickiness, working alongside Customer Success Managers, Product and Engineering. This role is located in Chicago and requires the individual to be in office.
Key Responsibilities
- Oversee the day-to-day audit process for clients
- Proactively identify changes we can make to our internal application in order to improve and enable automation to the audit process
- Partner cross functionally with Customer Success, Engineering and Product to provide critical feedback on the audit process and make suggested improvements
- Analyze freight cost data; identify discrepancies and errors in carrier billing; work with carriers to address systemic issues
- Support customers through managing disputes, claims, and other exceptions related to billing and payment transactions
- Take the perspective of who we serve into everything you do, anticipating client needs, and responding quickly
- Partner with Customer Success Managers to ensure client satisfaction and retention
Experienced Required
- Entry level experience with desire to learn new skills; previous experience in operations, customer service or account management in the logistics/transportation industry is nice to have
- Ability to collect data, analyze results, and draw valid conclusions
- Passion for technology and data
- Obsessive attention to detail
- Proven problem solving results
- Excellent written & spoken communication skills
Benefits & Perks
- Premium Medical, Dental, and Vision Insurance plans, premiums covered 100% for you
- 401k plan
- Unlimited PTO
- Generous professional development budget to feed your curiosity
- Physical and Mental fitness subsidies for yoga, meditation, gym, or ski membership