Senior Customer Support Associate



Customer Service
Posted on Wednesday, January 31, 2024

About Flexport:

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make it easy and accessible for everyone. We’re shaping the future of a $8.6T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year.

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. At a valuation of $8 billion, we’re experiencing record growth and are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

The opportunity:

At Flexport, we know global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it.

As a Customer Support Operations Manager within our Warehouse Operations team, you will lead a dedicated group of 10 professionals focused on ensuring efficient operations that prioritize customer satisfaction. Our mission is to simplify global trade for businesses of all sizes, connecting over 10,000 clients across more than 100 countries.

As a Customer Support Operations Manager, your primary focus is on customer success. You will lead your team in adopting a customer-first approach, working closely with and advocating for customers. Your role involves in-depth knowledge of both our operations and the customer's business, allowing you to provide expert consultation on Flexport services and guide customers to optimize their business growth.

This role requires working variable hours to match when customers need us most. You may be required to work national holidays, weekends, evenings and may be asked to render overtime based on business needs.

You will:

  • Prioritize customer happiness and success, ensuring that no problem is considered solved until the customer is pleased with the outcome.
  • Ensure the highest standard of Flexport quality when customers contact us and act as a point of escalation.
  • Uphold internal metrics demonstrating quality in communication.
  • Adapt to new technology and thrive in a fast-paced environment.
  • Prioritize and manage a large volume of tasks with excellent attention to detail.
  • Drive best practices and standardization in customer support operations.
  • Manage a team of 10 customer support associates

You should have:

  • A Bachelor’s degree, or equivalent experience with at least 3+ years of professional working experience in Customer Service Management
  • Excellent communication skills with the ability to effectively empathize and prioritize the needs of a diverse customer base;
  • Effective communication both verbally and in writing (English);
  • Teamwork and relationship building skills;
  • Problem-solving capabilities;
  • The courage to challenge the status quo when logic and reason require it. See something broken? Fix it;
  • Flexibility - things change around here. FAST.
  • A "compliance first" attitude to keep our regulators happy and enthusiastic about Flexport since we operate in a heavily regulated industry.

Worried about not having any logistics experience?

Don’t be! Our mission is to make global trade easy for everyone. That’s why it’s important to bring people from diverse backgrounds and experiences together with our industry veterans to help move the global logistics industry forward.

We know this industry is complex. That’s why we invest in education starting day one with Flexport Academy, a one week intensive onboarding program designed specifically to set every new Flexport employee up for success.

The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Our salary ranges are determined by role, level, and location. Within the range displayed, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education and / or training.
The US base salary range for this full-time position: (exclusive of bonus, equity and benefits.)
$85,500$104,500 USD

At Flexport, our ability to fulfill our mission of making global trade easy for everyone relies on having a diverse, dedicated and engaged workforce. That is why Flexport is committed to creating and nurturing an environment where anyone can be their authentic self. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.