Customer Support Manager (Logistics)

Job Information

Industry
Logistics

Work Experience
5+ years

Remote Job

Job Description
This is a remote position.

The Customer Support Manager, a pivotal role in our logistics operations, is responsible for managing our customer support team, enhancing customer satisfaction, and driving the implementation of efficient processes. This role involves assisting the Customer Success Managers (CSMs), managing junior team members, promptly addressing customer inquiries, and improving documentation and automation practices. The ideal candidate will have extensive experience in customer support, and the ability to lead and mentor a diverse team. We value your strong leadership, strategic planning, and commitment to operational excellence, as they are critical to our success in the logistics industry.

As a Customer Support Manager, you will provide excellence by:

People Management:

• Oversee and manage the customer support team, including junior data analysts, tech support specialists, and finance operations personnel, to ensure the practical completion of tasks and projects.
• Foster a collaborative, supportive work environment encouraging professional growth and development.
• Work collaboratively to delegate tasks, emphasizing strategic priorities and operational excellence.
• Conduct regular performance reviews and provide constructive feedback to team members.

Process Improvement and Automation:

• Develop and implement operational systems to enhance efficiency, streamline processes, reduce operational costs, and improve portfolio performance.
• Identify opportunities for process automation and implement solutions to increase efficiency and reduce manual tasks.
• Develop and maintain comprehensive documentation of customer success processes and workflows.
• Collaborate with the product and engineering teams to resolve customer issues and improve services.

Financial Operations:

• Manage Stripe Billing, Recurring Payments & Subscription
• Coordinate with the finance team to ensure accurate and timely billing and invoicing.
• Oversee the reconciliation of customer accounts, including following up on unpaid invoices and resolving billing discrepancies.

Reporting and Analysis:

• Track and report on key performance metrics to senior management, providing insights and recommendations for improvement.
• Use data analysis to make informed decisions and drive strategic planning.
• Utilize data analysis tools to monitor customer success metrics and identify trends and areas for improvement.
• Prepare and submit detailed reports on significant matters.

Customer Communication and Support:

• Assist the CSMs with onboarding, enablement and retention as needed
• Address and settle any related issues/disputes from customers
• Develop and maintain strong customer relationships, understanding their needs and providing tailored solutions.
• Create and manage a knowledge base and other customer resources to improve self-service support options.
• Provide valuable insights to stakeholders.

Do you have what it takes to be our Customer Support Manager?

Consider yourself highly qualified if you have:

• Minimum of five years of experience in managing customer support team, preferably in the supply chain or logistics industry.
• Proven experience in operations management within a virtual or remote setting.
• Excellent leadership and team management capabilities, with the ability to oversee remote teams.
• Demonstrable competency in strategic planning and business development.
• Working knowledge of data analysis and performance/operation metrics.
• Strong analytical skills and proficiency in data analysis tools (e.g., Excel, Stripe).
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients and team members. Comprehensive knowledge and be able to understand instructions and execute tasks accordingly.
• Experience with Hubspot, Salesforce and has understanding of the lifecyle of customer journey
• Experience with Zendesk, Intercom or other customer engagement tools (preferred)
• Ability to think strategically and drive process improvements
• Strong organizational skills and attention to detail.
• Must be presently residing in the Philippines

Personal Attributes:

• Exceptional organizational skills, multitasking skills, and attention to detail.
• Analytical thinker with strong problem-solving skills.
• Excellent written and verbal communication skills
• Independent decision-maker, capable of operating under pressure.
• Innovative and proactive, focusing on continuous improvement and operational excellence.
• Experience with finance operations and familiarity with accounting principles.
• Knowledge of automation tools and techniques for process improvement.
• Previous experience working with remote teams, especially in diverse cultural settings.

Expected Work Hours and Time Zone
You are expected to work 40 hours weekly, Monday through Friday, during US business hours.

Job Type: Full-time

Benefits:

• Work from home

Schedule:

• 8 hour shift
• Night shift