Functional Support Lead

Roles and Responsibilities

• Strong knowledge of shipping agency practices, including end-to-end operational processes for sea cargo shipments.
• Possess thorough understanding of export and import processes in sea cargo shipping, including compliance with international regulations.
• Provide

  first-level functional support

  for agency and liner applications used in day-to-day cargo booking, export, import and documentation processes.
• Act as primary coordinator to analyse, validate, and resolve issues or queries raised by agency users related to booking, documentation, equipment, and other operational modules.

• In-depth knowledge of Automated Manifest System (AMS) and Importer Security Filing (ISF) requirements for USA-destined cargo, including data accuracy rules, mandatory timelines, regulatory compliance expectations, and error resolution procedures.

• Ensure AMS and ISF-related submissions follow the correct workflows within the application, and support users in resolving filing-related system errors or rejections.

• Coordinate with internal technical teams, product teams, and external stakeholders for escalations and follow-ups when issues require deeper investigation.
• Document issues, resolutions, and best practices to support continuous improvement in the support process.
• Lead the team responsible for delivering first-level functional support for carrier and agency applications, ensuring timely response, root-cause identification, and escalation handling.
• Exhibit excellent communication skills, proactive attitude, and ability to guide, train, and mentor team members.
• Demonstrate solution-oriented mindset with enthusiasm, motivation, and readiness to manage challenges and mitigate operational risks.

Desired Candidate Profile

• Strong functional expertise in shipping operations, agency practices, documentation compliance, and reporting for booking, export, import, and equipment activities.

• Hands-on experience with AMS and ISF rules, system workflows, data validations, and compliance requirements for USA cargo.

• Strong customer support skills with the ability to communicate clearly, analyse issues, and resolve user queries efficiently.
• Experience working with support teams, ticketing tools, or application helpdesk environments is added advantage.
• Proven experience with Cargo Shipping ERP systems and related operational modules.
• Ability to lead a support team, coordinate with cross-functional stakeholders, and maintain service-level expectations.

Key Qualifications

• Education:

  Bachelor's degree in any field; MBA or PGDM in any specialization is highly preferred.

• Experience:

  8 to 12 years of relevant experience.

Perks and Benefits

• Competitive salary as per industry standards.
• Opportunities to work on cutting-edge technologies in a dynamic and innovative environment.

Professional growth and learning opportunities.