Onsite Customer Success Leader

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

Benefits offered by this job

Medical & Dental Benefits

Flexible Time Off

Bonus & Equity

Job summary

Flexport is seeking an Onsite Customer Support Manager to lead customer success and operational excellence across assigned market sites. You will drive performance metrics, manage ramp plans, and build strong relationships with operations teams to improve merchant experience.

The role requires 5+ years in customer service/ops, 3+ years of people management, and a data-driven mindset. Onsite work 5 days a week with minimal travel is expected in this market.

Qualifications

• Bachelor's degree or equivalent; 5+ years in Customer Service or Operations.
• 3+ years of people management (FTEs and contractors).
• Strong analytical skills with metrics-based decision making.
• Proven relationship management and cross-functional collaboration.
• Excellent written and verbal communication.
• Experience with process improvement, change management and QA / ticket audits.
• Strong project management capabilities.
• Data-driven problem solving and ability to influence without authority.
• Experience delivering performance reports and handling rapid change.
• Comfort overseeing one or more sites with limited travel.

Responsibilities

• Track and analyze performance metrics across your site(s), develop improvements.
• Set and manage ramp plans for team performance.
• Build and maintain relationships with operations teams.
• Provide regular reporting to the network on performance and SLA/TTR metrics.
• Serve as SME in your segment, influencing support strategies.
• Identify opportunities to reduce ticket generation via root cause analysis.
• Own ticket quality review and coaching reps.
• Drive site-level NPS follow-through and action plans.
• Oversee disposals process for your site(s).
• Partner with Operations to implement process improvements.
• Lead and mentor your team; maintain high customer service standards.
• Manage escalations and ensure customer satisfaction.
• Drive standardization and best practices across team and organization.
• Establish weekly one-on-ones and maintain open communication.

Skills

Customer Service

Operations

People Management

Analytical Skills

Relationship Management

Written & Verbal Communication

Process Improvement

Project Management

Data-Driven

Influence Without Authority

Performance Reporting

Adaptability

Education

Bachelor's degree or equivalent experience

Job description

Flexport is seeking an Onsite Customer Support Manager to lead customer success and operational excellence across assigned market sites. You will drive performance metrics, manage ramp plans, and build strong relationships with operations teams to improve merchant experience.

The role requires 5+ years in customer service/ops, 3+ years of people management, and a data-driven mindset. Onsite work 5 days a week with minimal travel is expected in this market.