Director, Customer Service & Support Strategy

The opportunity

At Flexport, we know global trade can move the human race forward. That’s why it’s our mission to make global trade easier for everyone. Flexport today connects more than 10,000 clients across more than 100 countries. Our role is to help businesses of all sizes find the global trade solutions that will empower their success.

At the foundation of this mission for Flexport, is our Customer Service & Support strategy. Working backwards from technology, customer service will be easy, seamless, and efficient with expert human support tailored to the needs of each business segment.

Do you have experience in building strategic customer service support strategies and models? Do you believe it all revolves around the customer? Do you get energized by the opportunity to play a part in shaping the future for Flexport and its customers? Do you want to have fun as part of a high-performing team of creative leaders?If yes, this is the role for you.

About The Role

As the Director, Customer Service & Support you will be responsible for managing and scaling customer support and our key customer experience operations at our first Center of Excellence based out of Dallas, Texas. This will be an on-site role, in a brand new office location, where you will have the prime opportunity to be involved in everything from selecting your team to determining the long term support strategy.

You will

• Measure: Define customer support experience metrics in a rapidly growing and ambiguous environment and hold your team accountable to results.
• Scope, prioritize, and lead improvement projects: In this role, you will be accountable for identifying areas of improvement within the Customer Service & Support function. You will spearhead initiatives to scope, prioritize, and lead improvement projects aimed at enhancing operational efficiency, optimizing customer experience, and driving greater business impact. You will leverage your analytical skills and stakeholder collaboration to implement data-driven improvements and achieve measurable outcomes.
• Foster a positive and collaborative work environment that encourages teamwork and excellence.
• Drive impact: Deliver key business outcomes, in both performance against metrics and gains in efficiency.
• Ensure Support Associates have the tools they need to be successful. Be willing to jump on the phone with them to solve problems.
• Drive root-cause analysis of existing customer pain points in partnership with product and engineering teams.
• Set customer support experience strategy: Define the customer experience strategy, including customer archetypes and corresponding experience and support goals.
• Scale our customer support: Transform our early-stage customer support into a scalable, first-rate customer support experience. You will create and improve processes, enhance support resources, and develop our customer support strategy to support customer needs as the business grows.
• Collaborate cross functionally: Work closely with the Operations and Demand teams to ensure an optimal end to end customer experience.
• Manage budget, planning, and workforce targets: you will be responsible for effectively managing the department's budget, overseeing quarterly planning initiatives, and setting appropriate workforce and headcount targets. You will collaborate with key stakeholders to ensure the allocation of resources aligns with strategic objectives and supports the growth and scalability of the Customer Service & Support function.
• Lead and scale your team: Hire, mentor, and train a high performing team of Support Associates who go above and beyond in handling the needs of our customers while they identify pain points to be eradicated.

You should have

• 5+ years of experience in customer support or experience, with 5+ year leadership experience
• Hands On: You are excited to play a hands-on role, answering customer questions and requests while also building the longer-term processes and structure to enable scale
• Outstanding written and verbal communication skills and stakeholder management
• Self-starter, tolerance for ambiguity, willingness to go the extra mile
• Startup or high growth company experience preferred
• Experience in a B2B environment with unique and varied customer needs
• Program management skills: set goals, manage delivery, create and measure impact.
• Three C’s: Curiosity, creativity and courage: you have great problem solving skills and are not afraid to challenge the status quo when logic and reason require it.
• You are obsessed with customer success: You are committed to a customer first approach and enjoy working with and advocating for customers.
• Strategic vision coupled with ground floor execution: energy, grit, and a little willfulness to ensure the rubber actually hits the road
• Experience with Salesforce, or other account management or customer service software
• Process Expert: You have built and scaled new and complex customer support processes in the past. You’re experienced with process and product improvement to deliver outstanding results both internally and externally
• A Bachelor’s degree, or equivalent experience
• Data- Driven: You are data-driven, skilled in defining goals and achieving results, and you excel in fast paced and dynamic environments.
• Team Builder and Leader: You have experience building and leading extraordinary teams, and are able to empower your team to set and achieve high goals. You lead with empathy and are passionate about developing the people on your team

About Flexport:

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make it easy and accessible for everyone. We’re shaping the future of a $8.6T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes - from emerging brands to Fortune 500s - use Flexport technology to move more than $19B of merchandise across 112 countries a year.

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. At a valuation of $8 billion, we’re experiencing record growth and are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

Worried about not having any logistics experience?

Don’t be! Our mission is to make global trade easy for everyone. That’s why it’s important to bring people from diverse backgrounds and experiences together with our industry veterans to help move the global logistics industry forward.

We know this industry is complex. That’s why we invest in education starting day one with Flexport Academy, a one week intensive onboarding program designed specifically to set every new Flexport employee up for success.

At Flexport, our ability to fulfill our mission of making global trade easy for everyone relies on having a diverse, dedicated and engaged workforce. That is why Flexport is committed to creating and nurturing an environment where anyone can be their authentic self. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.

To learn more about what our tech teams have been up to, head to the Engineering Blog.