HEAD OF SUPPORT OPERATION

As Head of Support Operations at Fr8bukyn, you will be responsible for building, developing, and leading the customer support organization. Your role will involve hiring, growing, and developing a scalable team of freight operation specialists to provide world-class service for our customers. You will collaborate with various teams within the company to ensure business standards, customer experience, and innovation are continuously improved. Your key responsibilities will include building the customer support organization from the ground up, developing team schedules to meet SLAs, improving operational metrics, and empowering support teams to deliver on KPIs in a time-sensitive environment. You will also be tasked with providing best-in-class support experience, deploying omnichannel and 24/7 support, and identifying resources needed for your team's success. The ideal candidate for this role should have at least 3 years of professional experience in high-volume customer support environments, along with 3+ years of managerial experience in multicultural settings. You should possess strong communication skills, exceptional business acumen, and the ability to use quantitative data to drive decision-making. Additionally, you should be an empathetic leader, detail-oriented, and self-motivated to deliver results. Nice to have skills include technical proficiency in SQL, Excel, and data visualization. The candidate should be willing to learn new digital tools quickly and have experience with help desk solutions such as Zendesk, Intercom, or Freshdesk. If you are a self-driven, hardworking individual with a passion for leading and developing customer support teams, this role at Fr8bukyn may be the perfect opportunity for you. Join us in our mission to help small trucking and independent owner operators scale their business through excellent customer support operations.,