Onsite Customer Service Manager, Fulfillment

About the Role:

As an Onsite Customer Support Manager, you are obsessed with customer success and operational excellence. You are committed to a customer-first approach and excel at building strong relationships with both support teams and operations partners. You are the specialist in your business segment, deeply understanding both Flexport's capabilities and the customer's business — enabling you to drive improvements across the network and lead your team to excellence.

You will:

• Track and analyze performance metrics across your site(s), developing and implementing performance improvement strategies
• Set and manage ramp plans for team performance, ensuring consistent growth and development
• Build and maintain strong relationships with operations teams to drive collaborative problem-solving
• Provide regular reporting to the network on team performance and SLA/TTR metrics
• Serve as the Subject Matter Expert (SME) in your business segment, influencing support strategies across the network
• Identify opportunities to reduce ticket generation through root cause analysis
• Own ticket quality review for your site(s) — auditing tickets against quality standards and coaching reps to close gaps
• Drive site-level NPS follow-through — translating merchant feedback into action plans and tracking progress against them
• Oversee the disposals process for your site(s), ensuring timely and compliant handling
• Partner with Operations to implement process improvements that enhance merchant experience
• Lead and mentor your team while maintaining the highest standards of customer service
• Manage escalations and ensure customer satisfaction through resolution
• Drive standardization and best practices across your team and the broader organization
• Establish regular weekly one-on-ones and maintain an open line of communication with team members to ensure metrics are up to date.

You should have:

• A Bachelor's degree, or equivalent experience, with 5+ years of professional working experience in Customer Service, Operations, or a related field
• 3+ years of people management experience, including managing a mix of FTEs and contractors
• Strong analytical skills, with experience in performance tracking and metric-based decision making
• Proven experience in relationship management and cross-functional collaboration
• Excellence in both written and verbal communication
• Experience in process improvement, change management, and quality assurance / ticket audit processes
• Strong project management capabilities
• Data-driven approach to problem-solving
• Ability to influence without direct authority
• Experience creating and delivering performance reports
• Adaptability and comfort with rapid change
• Comfort managing one or more sites, with minimal travel required