Customer Support Operations Manager - Los Angeles, United States - Flexport Hong Kong

Description

Chicago, Atlanta, Dallas, Phillipsburg, NJ

About Flexport:
At Flexport, we believe global trade can move the human race forward. That's why it's our mission to make global commerce so easy there will be more of it. 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.

The opportunity:

As a Senior Customer Support Associate you are obsessed with customer success: You are committed to a customer first approach and enjoy working with and advocating for customers.

In this role you know the ins and outs of our and the customer's business.

This will allow you to consult customers and answer questions related to Flexport services and the full shipment lifecycle from factory floor to customer door.

You will answer questions via phone, email, chat, and social media enabling customers to make effective use of our platform.

You will provide expert support to customers including but not limited to: 1) onboarding/booking; (2) specialized support, including being able to talk to a human; (3) business support such as educating customers on how to optimize their business as well as assisting in converting leads, and optimizing businesses through upsell of value added services and fulfillment.

This role requires working variable hours to match when customers need us most.

You may be required to work national holidays, weekends, evenings and may be asked to render overtime based on business needs.

You will:
Be obsessed with customer happiness and success – no problem is solved until the customer is pleased with the outcome
Be responsible for ensuring the highest standard of Flexport quality when customers contact us and act as a point of escalation as needed
Be responsible for ensuring your work satisfies internal metrics that demonstrate quality in communication
Be able to adapt to new technology and can thrive in a fast paced environment
Be able to properly prioritize and manage a large volume of tasks with an excellent attention to detail
Have a strong orientation towards working smarter and driving best practices and standardization

You should have:
A Bachelor's degree, or equivalent experience with at least 3+ years of professional working experience in Customer Service, Customer Success, and/or Consulting
Excellent communication skills with the ability to effectively empathize and prioritize the needs of a diverse customer base
Effective communication both verbally and in writing (English)
Teamwork and relationship building skills
Problem-solving capabilities
The courage to challenge the status quo when logic and reason require it. See something broken? Fix it
Flexibility - things change around here.

fast .

A "compliance first" attitude to keep our regulators happy and enthusiastic about Flexport since we operate in a heavily regulated industry.

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 commerce easy and accessible 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.

How did you first hear about Flexport?

Please select
Let us know which specific channel/event/medium/etc you heard about us:

Will you now or in the future require Flexport to commence ("sponsor") an immigration case in order to employ you (for example, H-1B or other employment-based immigration case)? This is sometimes called "sponsorship" for an employment-based visa status.

• Are you authorized to work lawfully in the United States for Flexport?
• By clicking the "I Accept" button you expressly make the following representations and warranties and give your consents as described below:Flexport collects and processes your personal data for the purposes of managing Flexport's recruitment related activities as well as for organizational planning purposes globally.

Consequently, Flexport may use your personal data in relation to the evaluation and selection of applicants including for example setting up and conducting interviews and tests, evaluating and assessing the results thereto and as is otherwise needed in the recruitment processes including the final recruitment.
Flexport does not disclose your personal data to unauthorized third parties.

However, as a global corporation consisting of multiple affiliated companies in various countries, Flexport has international sites and uses resources located throughout the world.

Flexport may from time to time also use third parties to act on Flexport's behalf.

You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within Flexport group of companies as well as to third parties acting on Flexport's behalf, including also transfers to servers and databases outside the country where you provided Flexport with your personal data.

Such transfers may include for example transfers and/or disclosures outside the United States Economic Area and in the United States of America.

Please confirm you can commute to the San Beradino, CA Warehouse location 5 days per week.

• Have you previously been employed by Flexport or any of its entities; or by an agency representing Flexport?
• For government reporting purposes, we ask candidates to respond to the below self identification survey.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Flexport's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.

Classification of protected categoriesis as follows:
A "disabled veteran" is one of the following: a veteran of the U.S.

military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S.

military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S.

military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S.

military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number
Expires 04/30/2026
Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.
Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Flexport's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Please select

Gender

Are you Hispanic/Latino?

Please select

Are you Hispanic/Latino?

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.

Classification of protected categoriesis as follows:
A "disabled veteran" is one of the following: a veteran of the U.S.

military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S.

military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S.

military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S.

military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Please select

Veteran Status

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number

Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.
Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at .
How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your "major life activities." If you have or have ever had such a condition, you are a person with a disability.

Disabilities include, but are not limited to:
Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson's disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury
Disability Status

Please select

Disability Status


PUBLIC BURDEN STATEMENT:

According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number.

This survey should take about 5 minutes to complete.

#J-18808-Ljbffr