Onsite Customer Success Leader

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

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