- We are looking for a self-driven and hardworking strategic and operational leader that will be responsible for building, developing and leading the customer support organization.
- You will hire, grow and develop a scalable team of freight operation specialist and lead the day to day operations. You will work in collaboration with sales, engineering, product, and operations teams to provide a world-class service for our customers. You will be responsible for building business standards, customer experience and driving innovation to continuously improve the business.
- You will be tasked to scope the best helpdesk solution for Fr8Bukyn and work cross functionally to ensure a successful implementation.
- Youll play an integral role in setting direction for your team and will bring the energy, grit, and work ethic necessary to get the job done!
- The ideal candidates will be a strong communicator who can prioritize deliverables, be adaptable, resilient and eager to attack unfamiliar problems with curiosity and a bias for action.
Key responsibilities of this role will be:
- Build the customer support organization from the ground up, finding the most efficient and scalable solution.
- Develop a team schedule and manage timekeeping to ensure SLAs are met with high-quality service. - Responsible for freight performance, customer relationships, and improving operational metrics through analysis - Lead and empower support teams to deliver on KPIs within a time-sensitive and dynamic environment - Collaborate with engineers, sales, compliance, legal, and finance teams to grow the operations team - Deliver best in class support experience through the measurement of customer satisfaction time to resolve - Translate data and customer insights into actionable solutions and work cross-functionally to design and deploy continuous improvement strategies - Deploy omnichannel and 24-7 support - Scope and implement the best helpdesk solution to guarantee outstanding support - Identify and advocate for additional resources needed for your team to succeed (training, SOPs, product work, etc.)
What The Candidate Will Need
- 3+ years of professional experience in a high-volume and highly productive customer support or service-industry environment
- 3+ years of managerial experience in multicultural environments - Deep understanding of building and managing large, global, remote teams providing 24/7 across multiple timezones support to technical and non-technical customers - Strong ability to use quantitative data and metrics to drive decision making - Exceptional written and verbal communication skills - Outstanding business acumen - Empathetic leader; Demonstrated ability to manage individuals and teams effectively - Leadership: Proven ability to set team goals, develop teams to their highest levels of performance, and lead through an ever changing environment. - Excellent attention to detail and project management skills - Are able to learn new digital tools quickly and have a deep understanding of web technology or web architecture - Experience with Help desk tools (Zendesk, Intercom, Freshdesk, etc) - Willingness to dive in and do whats needed, regardless of whether its in the job description - Self motivated; Able to work independently and think creatively to deliver results - Identify and advocate for additional resources needed for your team to succeed (training, SOPs, product work, etc.)
NICE TO HAVE:
- Technical skills in SQL, Excel, and/or data visualization
Qualification: