We are seeking for a Head of Customer Support to lead global customer support and logistics operations. This role involves managing a distributed team, optimizing processes, and implementing systems to drive operational excellence, customer satisfaction, and scalable growth.
Key Responsibilities
Customer Support:
Oversee the support team (based in the Philippines), optimize KPIs like CSAT and response times, and integrate AI tools to enhance efficiency and sales-focused interactions.
Logistics Operations:
Scale and manage logistics to meet global shipping SLAs and ensure seamless collaboration with supply chain teams.
Team Leadership:
Expand the support team to 30-50 members, manage 24/7 scheduling as needed, and conduct regular training and development sessions.
Process Improvement:
Implement systems to monitor team performance and satisfaction, leveraging data to improve the customer experience.
Requirements
Experience scaling support teams (0 to 30-50 members) and driving KPI improvements.
Expertise in AI tools and automation for customer support.
Proven background in global logistics operations and achieving shipping SLAs.
Strong leadership, communication, and data analysis skills.
Familiarity with tools like Zendesk, Gorgias, or Freshdesk; experience with logistics platforms is a plus.
We are a women-led, start-up staffing firm committed to delivering exceptional recruitment solutions across diverse industries. Whether you're hiring for entry-level roles or niche positions, we provide affordable, reliable, and high-quality talent sourcing tailored to your needs.
With years of experience and a global reach, we specialize in recruiting for remote and onsite roles across the USA, Europe, Canada, Australia, the Philippines, and more. Our advanced recruitment strategies ensure we match the right candidates to the right roles quickly and efficiently.
Our approach focuses on building long-term partnerships through personalized assessments and transparent processes. We’re here to help your business thrive by connecting you with the best talent, at the right time. 💼✨
