Customer Service Manager

About the role

Customer service in freight isn't just about answering messages. It's about taking ownership, solving problems quickly, and keeping customers informed when shipments don't go according to plan. This person will manage our existing remote customer service team while helping build out a US-based team and a world-class service operation.

Responsibilities

• Own day-to-day leadership of the customer service team
• Customer communication throughout the shipment lifecycle
• Shipment tracking, issue resolution, and escalations
• Service quality, response times, and team performance
• Processes, playbooks, training, and quality standards
• Collaboration with transportation, operations, product, and account management
• Identifying recurring problems and fixing their root causes

Qualifications

• Experienced customer service manager who knows how to lead a team, bring structure to a fast-moving environment, and remain calm when something goes wrong
• Freight or logistics experience is strongly preferred
• Excellent judgment, a high level of ownership, and a genuine commitment to delivering a great customer experience

Pay

Full-time, in-person role based in Los Angeles.