HEAD OF SUPPORT OPERATION

As the Head of Support Operations at Fr8bukyn, you will be responsible for building, developing, and leading the customer support organization. Your primary focus will be on hiring, growing, and developing a scalable team of freight operation specialists to ensure high-quality service delivery. Collaboration with sales, engineering, product, and operations teams will be essential to provide a world-class service for customers. Your role will involve setting business standards, enhancing customer experience, and driving innovation to improve overall business performance. Key Responsibilities: - Build the customer support organization efficiently from scratch - Develop team schedules and manage timekeeping to meet SLAs - Enhance freight performance, customer relationships, and operational metrics through analysis - Lead and empower support teams to achieve KPIs in a dynamic environment - Collaborate with various teams to expand the operations team - Ensure best-in-class support experience by measuring customer satisfaction and time to resolve - Utilize data and customer insights to propose actionable solutions - Implement omnichannel and 24/7 support - Identify and secure additional resources for team success Qualifications Required: - 3+ years of professional experience in high-volume customer support - 3+ years of managerial experience in diverse environments - Proficiency in managing global, remote teams providing round-the-clock support - Strong analytical skills for data-driven decision-making - Excellent written and verbal communication - Strong business acumen and empathetic leadership - Attention to detail and project management capabilities - Familiarity with help desk tools such as Zendesk, Intercom, Freshdesk - Willingness to adapt, learn new tools quickly, and work independently - Nice to have: Technical skills in SQL, Excel, and data visualization If you are a self-driven individual with a passion for operational leadership and customer support, and meet the qualifications mentioned above, we encourage you to apply for this exciting opportunity at Fr8bukyn.,