Senior Manager, Customer Service

Flexport - Chicago, IL

Full-time - Mid Level

Chicago, IL

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About the position

As a Senior Manager, Customer Service at Flexport, you will lead initiatives to enhance the customer experience and drive operational efficiency. Your role involves overseeing cross-functional programs, resolving complex customer issues, and fostering a culture of excellence within your teams. You will be pivotal in setting organizational goals and ensuring that merchants receive high-quality service and efficient resolutions.

Responsibilities

• 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.

Requirements

• 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.