Onsite Customer Success Manager - Ops & Logistics

Flexport; Dallas, Northern (TX, KY); Hybrid; USD 65,000 - 89,000; Full time

Job summary

Flexport is seeking an Onsite Customer Support Manager in Dallas to lead a team delivering exceptional customer service and operational excellence across local fulfillment sites.

You will track performance metrics, develop ramp plans, coach reps, manage escalations, and partner with Operations to improve merchant experience. This role requires 5+ years in CS/Operations, 3+ years people management, and willingness to onsite travel within market.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years of people management experience (FTEs and contractors).
• Strong analytical skills with performance tracking and metric-based decision making.
• Proven 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.

Responsibilities

• 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 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) — coaching reps to close gaps.
• Drive site-level NPS follow-through — translating merchant feedback into action plans.
• 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 high 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 open communication to keep metrics up to date.

Skills

Relationship management

Cross-functional collaboration

Analytical skills

Project management

Data-driven problem solving

Influence without authority

Performance reporting

Leadership / people management

Adaptability

Communication

Process improvement

Change management

Quality assurance / ticket audits

Education

Bachelor's degree

Job description

Flexport is seeking an Onsite Customer Support Manager in Dallas to lead a team delivering exceptional customer service and operational excellence across local fulfillment sites.

You will track performance metrics, develop ramp plans, coach reps, manage escalations, and partner with Operations to improve merchant experience. This role requires 5+ years in CS/Operations, 3+ years people management, and willingness to onsite travel within market.