Help Flexport drive the customer experience

The opportunity:

Flexport is experiencing massive growth with 1,000+ Flexporters across 14 global offices and warehouses. And we’re just getting started. As we enter our next phase of growth, we’re looking for a pragmatic, client-centric leader to drive strategic direction and implementation of an entirely new service organization focused on the inbound interest experience. This role would work cross-functionally with leaders to deliver business insights, drive for results, and lead a team to serve as the first experience touch point for all inbound interest we receive through our publicly facing phone number. You will be expected to lead this organization to design and a scale a team and related processes that deliver value to Flexport, our clients,  partners and all inbound interest.

You will:

  • Lead a team of associates to provide a world class inbound experience
  • Define team expectations and key performance requirements
  • Define processes and policies to ensure all inbound interest receives a premium service experience
  • Partner with internal organizations to ensure service infrastructure and outputs support Flexport’s strategic direction
  • Verify and maintain high-quality operational delivery
  • Create tools to streamline team interactions and operational efficiencies
  • Own the creation and maintenance of technical documentation and training materials to bring as much of the service experience to the front line.
  • Evolve and adapt the processes with the customer in mind while keeping current with Flexport’s evolving organization.

You should have:

  • At least 5 years experience with designing, building, training, and leading client, and/or enterprise call center teams
  • At least 5 years of team and service leadership experience
  • Experience managing large-scale projects and exceptional organizational skills
  • Excellent verbal and written communication skills; ability to communicate upward concisely
  • An obsession with client happiness. You succeed when they succeed
  • Strategic thinking and ground floor execution - no job is too big or too small
  • Courage to challenge the status quo when logic and reason require it. See something broken? Fix it.

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