Job Description
Title: Customer Service & Logistics Manager
Location: Netherlands/UK
Reports To: COO/Head of Operations
Role Overview:
We are looking for a highly skilled Customer Service & Logistics Manager to lead our global customer support and logistics operations. This individual will oversee a distributed team, manage support and logistics processes, and implement systems to ensure operational excellence, customer satisfaction, and scalable growth.
Responsibilities
1. Customer Service
o Oversee the support team (currently based in the Philippines).
o Implement systems to track and optimize KPIs:
+ First Reply Time
+ Full Resolution Time
+ CSAT
+ Positive and Negative Reviews
+ Support Efficiency
+ Sales Associated with Support
o Develop processes for consistent, sales-focused, and high-quality customer interactions.
o Integrate AI and automation tools to improve efficiency.
2. Logistics
o Manage and scale logistics operations to meet global shipping time SLAs.
o Collaborate with supply chain teams to ensure timely delivery and customer satisfaction.
3. Team Management
o Scale the support team from current size to 30-50 members.
o Plan team capacity and optimize scheduling for 24/7 operations if needed.
o Host regular team meetings and training sessions.
4. Process Improvement
o Design and implement systems for monitoring team efficiency and satisfaction.
o Use data-driven approaches to identify and address pain points in customer journeys.
Requirements
Must-Have Experience:
1. Proven track record scaling customer support teams (0 to 30-50 members).
2. Experience with technical products and translating complex information into clear communication for customers.
3. Expertise in implementing and leveraging AI & automation in support operations.
4. Global logistics operations experience, including achieving shipping SLAs.
5. Strong experience with KPI tracking and achieving measurable improvements in CSAT and operational efficiency.
Skills:
* Excellent leadership and communication abilities.
* Strong data analysis skills to monitor KPIs and operational metrics.
* Familiarity with tools like Zendesk, Gorgias, Freshdesk, or similar support platforms.
* Experience with logistics management platforms is a plus.
Expected Salary
* UK: £60,000 -£85,000 per year, depending on experience.
* Benefits: Bonus tied to team performance, flexible work arrangements, training budgets.
Screening Process
1. Initial Screening (CV & Cover Letter Review):
o Look for candidates with clear examples of scaling a support team and managing logistics.
o Prioritize those with experience in AI and technical products.
2. First Round Interview:
o Focus Areas:
+ Describe their experience scaling a support team.
+ Explain how they planned capacity and managed team growth.
+ Discuss their approach to maintaining quality during scaling (CSAT, efficiency).
+ Provide examples of how they implemented AI or automation to enhance support operations.
3. Second Round Interview:
o Situational and Technical Questions:
+ "How would you handle a sudden surge in support tickets?"
+ "What tools and metrics do you rely on to monitor team efficiency?"
+ "Describe how you improved CSAT in a challenging environment."
+ "How have you handled underperforming team members?"
4. Final Round (Case Study):
o Candidates present a strategy for scaling a support team from 5 to 50 members in 12 months.
o Outline how they would optimize logistics to meet global shipping SLAs.
Ideal Candidates Past Experience
* Communication: Clear documentation processes for team communication.
* Scaling: Defined strategies for hiring, onboarding, and training.
* Capacity Planning: Hands-on examples of managing peaks and troughs in workload.
* Efficiency Monitoring: Regular audits and adjustments based on data analysis.
* Team Meetings: Structured, goal-oriented meetings with transparent KPIs and objectives.
* CSAT Improvement: Initiatives like personalized responses, faster resolution, or proactive outreach.
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