Onsite Customer Service Manager, Fulfillment

Flexport; Dallas, San Bernardino (TX, CA); On-site; USD 65,000 - 89,000; Full time

Job summary

United States Digital Space LLC is seeking an Onsite Customer Support Manager in Dallas to lead a high-performing support team and partner with operations to drive customer success. You will track metrics, craft ramp plans, mentor staff, and own escalations, while delivering regular reports and improving processes to enhance merchant experience across sites.

This role requires 5+ years in customer service or operations and 3+ years of people management, with a data-driven, collaborative approach

Qualifications

• Bachelor's degree or equivalent with 5+ years in Customer Service or Operations
• 3+ years of people management (FTEs + contractors)
• Strong analytical skills with performance-tracking experience
• Proven relationship management and cross-functional collaboration
• Excellent written and verbal communication
• Experience in process improvement and quality assurance / ticket audits
• Strong project management capabilities
• Data-driven problem solving and ability to influence without direct authority
• Experience creating and delivering performance reports

Responsibilities

• Track and analyze performance metrics for site(s) and develop improvement strategies
• Set and manage ramp plans for team performance
• Build and maintain strong relationships with operations teams
• Provide regular reporting on team performance and SLA/TTR metrics
• Serve as SME in your segment and influence network support strategies
• Identify opportunities to reduce ticket generation via root cause analysis
• Own ticket quality review and coach reps to close gaps
• Drive site-level NPS follow-through and act on merchant feedback
• Oversee disposals process for site(s) ensuring timely and compliant handling
• Partner with Operations to implement process improvements for merchant experience
• Lead and mentor the team and manage escalations to ensure customer satisfaction
• Drive standardization and best practices across team and organization
• Establish weekly one-on-ones and maintain open communication to ensure metrics are up to date

Skills

Analytical skills

Relationship management

Project management

Communication skills

Influence without authority

Data-driven decision making

Education

Bachelor's degree or equivalent experience

Job description

About the company:

At the company, we believe 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. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use the company technology to move more than $19B of merchandise across 112 countries a year.

The recent global supply chain crisis has put the company center stage as we continue to play a pivotal role in how goods move around the world. We 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.

About the Role:

As an Onsite Customer Support Manager, you are obsessed with customer success and operational excellence. You are committed to a customer-first approach and excel at building strong relationships with both support teams and operations partners. You are the specialist in your business segment, deeply understanding both the company's capabilities and the customer's business — enabling you to drive improvements across the network and lead your team to excellence.

Location & Travel:

• This role requires onsite attendance 5 days a week within your assigned market.

• Managers may be responsible for one or multiple fulfillment center sites within their market, depending on team structure and business need.

• Minimal travel required. Occasional travel between sites in your market, or to other the company locations for training, leadership meetings, or team support, but frequent travel is not a standard expectation of this role.

You will:

• Track and analyze performance metrics across your site(s), developing and implementing performance improvement strategies

• Set and manage ramp plans for team performance, ensuring consistent growth and development

• Build and maintain strong relationships with operations teams to drive collaborative problem-solving

• Provide regular reporting to the network on team performance and SLA/TTR metrics

• Serve as the Subject Matter Expert (SME) in your business segment, influencing support strategies across the network

• Identify opportunities to reduce ticket generation through root cause analysis

• Own ticket quality review for your site(s) — auditing tickets against quality standards and coaching reps to close gaps

• Drive site-level NPS follow-through — translating merchant feedback into action plans and tracking progress against them

• Oversee the disposals process for your site(s), ensuring timely and compliant handling

• Partner with Operations to implement process improvements that enhance merchant experience

• Lead and mentor your team while maintaining the highest standards of customer service

• Manage escalations and ensure customer satisfaction through resolution

• Drive standardization and best practices across your team and the broader organization

• Establish regular weekly one-on-ones and maintain an open line of communication with team members to ensure metrics are up to date.

You should have:

• A Bachelor's degree, or equivalent experience, with 5+ years of professional working experience in Customer Service, Operations, or a related field

• 3+ years of people management experience, including managing a mix of FTEs and contractors

• Strong analytical skills, with experience in performance tracking and metric-based decision making

• Proven experience in relationship management and cross-functional collaboration

• Excellence in both written and verbal communication

• Experience in process improvement, change management, and quality assurance / ticket audit processes

• Strong project management capabilities

• Data-driven approach to problem-solving

• Ability to influence without direct authority

• Experience creating and delivering performance reports

• Adaptability and comfort with rapid change

• Comfort managing one or more sites, with minimal travel required

*The range displayed on each job posting reflects the minimum and maximum target for new hire base salary for the position in the posting's respective region. 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. Base salary is just one part of our total rewards package at the company, which also includes bonus, equity, and comprehensive benefit offerings such as medical, dental, and flexible time off.*

The US base salary range for this position (this does not include bonus, equity and benefits):

$64,800—$89,100 USD

Commitment to Equal Opportunity

At the company, our ability to fulfill our mission of making global commerce easy and accessible relies on having a diverse, dedicated and engaged workforce. 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.

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants.By submitting your application, you are agreeing to our use and processing of your data as required. Please see our Privacy Notice available at