Onsite Customer Success Leader

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

Job summary

Flexport seeks an Onsite Customer Support Manager dedicated to customer success and operational excellence. You will lead a team, build strong cross-functional relationships, and drive improvements across the network.

You are a specialist in your market, with 5+ years in customer service/ops, 3+ years of people management, and a data-driven approach to performance. This role requires onsite work five days a week in your market and minimal travel.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years in Customer Service or Operations.
• 3+ years of people management experience.
• Strong analytical and metric-driven decision making.
• Excellent written and verbal communication.
• Experience with process improvement and quality assurance.
• Ability to influence without direct authority.
• Experience creating and delivering performance reports.

Responsibilities

• Track and analyze performance metrics across your site(s).
• Set and manage ramp plans for team performance.
• Build and maintain strong relationships with operations teams.
• Provide regular reporting to the network on team performance and SLA/TTR metrics.
• Serve as SME in your business segment, influencing 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 action merchant feedback.
• Oversee disposals process for your site(s) and ensure compliance.
• Lead and mentor your team while maintaining high customer service standards.
• Manage escalations and ensure customer satisfaction.

Skills

Customer Service

Operations Management

People Management

Analytical Skills

Communication

Process Improvement

Project Management

Data-driven

Stakeholder Management

Reporting

Education

Bachelor's degree

Job description

Flexport seeks an Onsite Customer Support Manager dedicated to customer success and operational excellence. You will lead a team, build strong cross-functional relationships, and drive improvements across the network.

You are a specialist in your market, with 5+ years in customer service/ops, 3+ years of people management, and a data-driven approach to performance. This role requires onsite work five days a week in your market and minimal travel.