Senior Manager, Customer Service

The opportunity:

As a Senior Manager, Customer Service, you are a visionary leader with a deep commitment to customer success and a strategic mindset that drives the overall customer experience. You will be responsible for establishing and overseeing cross-functional programs that enhance merchant experience, reduce customer frustration, and minimize contra revenue. You bring a comprehensive understanding of both Flexport and our merchants' businesses, allowing you to anticipate needs, deliver expert guidance, and remove obstacles for your team. Your leadership will be pivotal in setting and achieving ambitious organizational goals, fostering a culture of excellence, and ensuring that our merchants receive the highest quality service and efficient resolutions.

You will:

• Act as the primary escalation point for complex customer issues, ensuring swift resolution while maintaining strong relationships with key merchants.
• Advocate for both the merchant and the company, ensuring a balanced approach to issue resolution that aligns with organizational goals.
• Lead, mentor, and develop multiple teams, including managers and team leads, to meet and exceed internal quality and performance metrics.
• Conduct regular performance reviews, develop growth plans, and ensure high levels of team engagement and retention.
• Foster a positive and inclusive team culture that encourages exceeding expectations and continuous improvement.
• Ensure regular site presence, aiming to be onsite at least once a week to focus on development of the site team and fostering a relationship between Customer Service and Operations Partners.
• Establish and manage cross-functional programs designed to improve the overall merchant experience, reduce customer churn, and mitigate contra revenue.
• Develop and execute strategies to enhance operational efficiency and customer satisfaction across the organization.
• Identify and implement innovative solutions that align with industry trends and contribute to refining company policies and procedures.
• Analyze performance data to identify trends, establish baselines, and drive continuous improvement in process efficiency and customer outcomes.
• Oversee resource management, including hiring, onboarding, and training, to ensure that teams are equipped to deliver exceptional service.
• Prioritize and manage multiple complex tasks with attention to detail, ensuring that organizational objectives are met
• Work closely with internal partners across various departments to solve systemic issues, remove barriers, and streamline processes that impact the customer service function.
• Lead and participate in cross-functional projects that align with the company's strategic goals, ensuring seamless execution and effective communication.

You should have:

• A Bachelor’s degree, or equivalent experience with at least 5+ years of professional working experience in Customer Service, Customer Success, and/or Consulting
• 3+ years of experience leading teams
• Excellent communication skills with the ability to effectively empathize and prioritize the needs of a diverse customer base
• Effective communication both verbally and in writing (English)
• Teamwork and relationship building skills
• Problem-solving capabilities and attention to detail
• Strong time management and organizational skills
• The courage to challenge the status quo when logic and reason require it. See something broken? Fix it
• Flexibility - things change around here.

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