Onsite Customer Service Manager, Fulfillment

Flexport•San Bernardino, CA

5d•Onsite

About The Position

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. 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.

Requirements

A Bachelor's degree, or equivalent experience, with 5+ years of professional working experience in Customer Service, Operations, or a related field
3+ years of people management experience, including managing a mix of FTEs and contractors
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, change management, and quality assurance / ticket audit processes
Strong project management capabilities
Data-driven approach to problem-solving
Ability to influence without direct authority
Experience creating and delivering performance reports
Adaptability and comfort with rapid change
Comfort managing one or more sites, with minimal travel required

Responsibilities

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
Drive site-level NPS follow-through — translating merchant feedback into action plans and tracking progress against them
Oversee the disposals process for your site(s), ensuring timely and compliant handling
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
Establish regular weekly one-on-ones and maintain an open line of communication with team members to ensure metrics are up to date.