Agent Success Specialist

The Agent Success Specialist role at Armstrong Transport Group (ATG) serves as the primary point of contact and advocate for ATG’s agent network. This position owns agent onboarding and training, day-to-day agent relationship management, and coordination between agents and internal teams, including Shared Capacity, Product, and external partners.

The ideal candidate is highly autonomous, self-directed, and organized, capable of managing a full portfolio of responsibilities with minimal oversight while building strong, trust-based relationships across the agent community.

Key Responsibilities

The position is built around ATG’s Five Pillars of Agent Success:

1. Inbound Support

• Serve as a responsive point of contact for assigned agents, addressing questions and troubleshooting issues as they arise.

1. Outbound Engagement

• Proactively reach out to and manage relationships across an assigned agent portfolio to strengthen engagement and retention.

1. Training

• Own and facilitate agent onboarding and system training sessions.
• Work cross-functionally with the Product team to stay current on platform releases and incorporate updates into training content.
• Maintain organized, up-to-date training materials and documented standard operating procedures (SOPs).
• Develop working knowledge of the major vendor/carrier portals used across the agent network — including load scheduling and dispatch portals, carrier capacity and load-matching portals, and supply chain visibility portals — to field agent questions on portal navigation and functionality.

1. Agent Growth

• Support agents in developing their books of business and identify opportunities to help them grow within the ATG platform.

1. Department Liaison

• Act as the liaison between agents and internal departments.
• Manage relationships with external partners.
• Develop marketing materials and partner one-pagers in support of agent-facing initiatives.

Qualifications

• Strong organizational and time-management skills, with the ability to independently manage multiple priorities and deadlines.
• Demonstrated ability to work autonomously and self-direct daily workload without close supervision.
• Excellent written and verbal communication skills, with experience presenting to and training external stakeholders.
• Experience building and maintaining structured processes, documentation, and SOPs.
• Comfortable working cross-functionally with Product, Shared Capacity, and external partner teams.
• Prior experience in freight brokerage, third-party logistics (3PL), or a related agent/customer success role preferred.
• Proficiency with CRM and business platforms (e.g., Salesforce, TMS platforms) preferred.

What Success Looks Like

A successful Agent Success Specialist will run their portfolio with management oversight, ensure no training or onboarding commitments are dropped, maintain clear and current documentation for all recurring processes, and be seen by agents and internal partners alike as a reliable, organized, and proactive point of contact.