Onsite Customer Success Manager

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

Job summary

Flexport is seeking an Onsite Customer Support Manager to lead a customer-centric team in a fast-paced environment. You will own performance metrics, drive improvements across a network of sites, and collaborate with operations to optimize merchant experience.

This role requires onsite presence and travel only as needed, with a focus on customer success and operational excellence. You will build strong relationships with support and operations partners, implement ramp plans, and ensure high

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years in people management (FTEs & contractors).
• Strong analytical skills with metrics focus.
• Proven relationship management and cross-functional collaboration.
• Excellent written and verbal communication.

Responsibilities

• Track and analyze site performance metrics and implement improvement strategies.
• Set ramp plans for team performance and development.
• Maintain strong relationships with operations to drive collaboration.
• Provide regular network-wide reporting on performance vs SLA/TTR.
• Lead and mentor the team while upholding high customer service standards.
• Manage escalations to ensure customer satisfaction and timely resolutions.

Skills

People management

Analytical skills

Relationship management

Written & verbal communication

Project management

Data-driven problem solving

Influence without authority

Performance reporting

Adaptability

Site management

Education

Bachelor's degree

Job description

Flexport is seeking an Onsite Customer Support Manager to lead a customer-centric team in a fast-paced environment. You will own performance metrics, drive improvements across a network of sites, and collaborate with operations to optimize merchant experience.

This role requires onsite presence and travel only as needed, with a focus on customer success and operational excellence. You will build strong relationships with support and operations partners, implement ramp plans, and ensure high