Onsite Customer Service Manager, Fulfillment

Job overview

The Onsite Customer Service Manager, Fulfillment role is onsite five days a week in Dallas, TX. The stated U.S. base salary range is $64,800–$89,100 per year, excluding bonus, equity, and benefits. Flexport’s mission is to make global commerce easier through technology and people. The manager leads customer support performance at one or more fulfillment sites, develops improvement strategies, and partners with operations to improve merchant experience. The role also coaches the team, manages escalations, and promotes consistent service quality and processes across the network.

What you'll do

• Analyze site performance metrics and implement improvement strategies
• manage team ramp plans
• build relationships with operations
• report on performance and SLA/TTR metrics
• serve as a subject matter expert
• conduct root cause analysis
• audit ticket quality and coach representatives
• follow through on NPS feedback
• oversee disposals
• manage escalations
• lead and mentor the team
• establish weekly one-on-ones.

What we're looking for

Skills & competencies

customer service manager

fulfillment

onsite

dallas tx

flexport

customer success

operations

team leadership

performance metrics

salary $64,800–$89,100

Work arrangement

• Weekend coverage required

Benefits & perks

• Bonus, equity, medical and dental coverage, and flexible time off are included in the total rewards package.

Why this role

The role requires onsite attendance five days a week; occasional travel between market sites or to other Flexport locations may occur, but frequent travel is not standard.

About the employer

Flexport is hiring for this role. Industry: Convention and Trade Show Organizers. Sector: 56.