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Flexport is a global commerce platform that simplifies international trade, moving over $19B in merchandise annually across 112 countries. This Onsite Customer Service Manager role is based at either the Dallas or San Bernardino fulfillment warehouse, requiring 5 days/week onsite attendance.
You will lead a customer support team focused on operational excellence and merchant satisfaction. Key responsibilities include: tracking and analyzing performance metrics across your site(s); developing and implementing performance improvement strategies; setting and managing team ramp plans; building strong relationships with operations partners; providing regular performance reporting on SLA/TTR metrics; serving as a Subject Matter Expert in your business segment; conducting root cause analysis to reduce ticket generation; owning ticket quality reviews and coaching team members; driving NPS follow-through by translating merchant feedback into action plans; overseeing the disposals process; partnering with operations on process improvements; leading and mentoring your team; managing escalations; and establishing weekly one-on-ones with direct reports.
You should have a Bachelor's degree (or equivalent) plus 5+ years of professional experience in Customer Service, Operations, or related fields. Critical qualifications include 3+ years of people management experience (managing both FTEs and contractors), strong analytical and data-driven problem-solving skills, proven cross-functional collaboration and relationship management abilities, excellence in written and verbal communication, experience with process improvement and quality assurance, strong project management capabilities, and the ability to influence without direct authority. You must be comfortable managing one or multiple sites with minimal travel (occasional travel between sites for training or leadership meetings is expected, but frequent travel is not standard).
This is a high-impact role for someone who thrives in fast-paced, metrics-driven environments and is passionate about customer success and operational excellence.
