Flexport Onsite Customer Service Manager at Flexport managing customer success and operational excellence across fulfillment center sites. Drives performance improvement and leads team to deliver high-quality customer service.
Responsibilities
As an Onsite Customer Support 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. You are 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.
Location & Travel:
This role requires onsite attendance 5 days a week within your assigned market.
Managers may be responsible for one or multiple fulfillment center sites within their market, depending on team structure and business need.
Minimal travel required. Occasional travel between sites in your market, or to other Flexport locations for training, leadership meetings, or team support, but frequent travel is not a standard expectation of this role.
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 Subject Matter Expert (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) — auditing tickets against quality standards and coaching reps to close gaps
