Job description
Company Profile:
Our client is a trailblazing logistics firm that revolutionizes e-commerce fulfillment by directly shipping orders from China to customers’ front doors globally. With a focus on increasing margins, improving cash flow, reducing inventory risk, and enabling global scalability, this company empowers e-commerce brands with efficient and cost-effective fulfillment solutions.
The company positions itself as a “supply chain as a service” for digitally native brands, marrying speed, efficiency, and financial flexibility. With global fulfillment hubs, customs duty deferral, and full-service logistics capabilities, it aims to be the go to partner for mid-tier DTC brands globalizing their operations.
This is a great opportunity for a Customer Support Manager to join a team with real impact on customer satisfaction, operational efficiency, and brand reputation—while gaining global experience, ownership, and leadership growth opportunities.
Overall purpose and responsibilities of the role:
The Customer Support Manager’s role is to oversee and enhance the customer service operations. This role is focused on the human aspect of customer support, driving initiatives to improve employee performance, customer relationships, and team dynamics. The Customer Support Manager will be responsible for enhancing the quality of the customer experience by developing the support team’s skills, ensuring the right resources are in place, and promoting a customer-centric culture. This role will work closely with leadership to implement training programs, performance management strategies, and ensure the team is motivated, engaged, and equipped to provide exceptional customer service.
Duties and Responsibilities:
- Develop and implement training programs that enhance agents’ skills, product knowledge, and customer service techniques.
- Collaborate with leadership to ensure the recruitment, onboarding, and retention of high-performing customer support agents.
- Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
- Manage the performance review process, setting clear goals for team members and providing feedback to ensure continuous improvement.
- Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized.
- Organize and execute ongoing coaching and workshops
- Ensure that customer service standards and policies are maintained and upheld within the team.
- Work closely with the leadership team to address any people’s concerns, conflict resolution, and maintaining high morale within the team.
- Advocate for the needs and professional growth of the support team within the broader company framework.
- Collaborate with leadership to ensure alignment between company objectives and the customer service team’s approach.
- Assist with the development and implementation of retention strategies and career progression plans.
Must-have Skills / Qualification:
- At least 5 years of proven experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics, with direct experience working with Western companies, ideally based in North America.
- Experience in managing multiple teams, with strong leadership and mentoring skills, and the ability to inspire and develop talent.
- Excellent communication and interpersonal skills.
- Ability to work cross-functionally with operations and leadership teams.
- Strong organizational and time management skills.
- Experience with performance management, feedback, and employee development.
- Familiarity with customer service software (e.g., Zendesk, Freshdesk) and CRM systems is preferred. Proficiency in Zendesk is required.
- A passion for fostering a positive team culture and delivering excellent customer service.
Job type: Permanent
Emp type: Full-time
Schedule: Monday - Friday, 10:00 PM to 7:00 AM
Location: Work From Home
Industry: Logistics and E-commerce
