Onsite Customer Service Manager, Omnichannel

The opportunity

At the foundation of this mission for Flexport, lives Customer Support! Our global customer base is growing, and we're looking to add passionate, organized, flexible and customer obsessed Managers to our team.To be considered, you will have: a track record of success working as a mentor within a team, excellent communication and organizational skills, and customer obsession. This is an incredible opportunity for someone who is looking to take the next step in their career on a fun, collaborative, global team that offers many long-term career growth opportunities.

About the Role

As an Onsite Customer Service Manager, you are obsessed with customer success and operational excellence. You are committed to a customer-first approach and excel at building strong relationships with both support teams and operations partners. In this role, you will be the specialist in your business segment, deeply understanding both Flexport's capabilities and the customer's business, enabling you to drive improvements across the network and lead your team to excellence.

***This role requires onsite attendance 5 days a week at one of Flexport’s three fulfillment centers: L.A., DFW or Phillipsburg, NJ.*** 

You will:

• Track and analyze performance metrics of onsite teams, 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 STL metrics
• Serve as the Subject Matter Expert (SME) in your business segment, influencing support strategies across the network
• Identify opportunities to reduce ticket generation through root cause analysis
• Partner with Operations to implement process improvements that enhance merchant experience
• Lead and mentor your team while maintaining the highest standards of customer service
• Manage escalations and ensure customer satisfaction through resolution
• Drive standardization and best practices across your team and the broader organization
• Be onsite 5 days per week

You should have

• A Bachelor's degree, or equivalent experience with 5+ years of professional working experience in Customer Service, Operations, or related field
• 3+ years of people management experience
• Strong analytical skills with experience in performance tracking and metric-based decision making
• Proven experience in relationship management and cross-functional collaboration
• Excellence in both written and verbal communication
• Experience in process improvement and change management
• Strong project management capabilities
• Data-driven approach to problem-solving
• Ability to influence without direct authority
• Experience in creating and delivering performance reports
• Adaptability and comfort with rapid change

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