Job Description

:

Head of Support Operations. At Fr8bukyn, we are driven by people and technology. Our mission is to help small trucking & independent owner operators scale their business. We are hiring, come join our team. About The Role We are looking for a self-driven and hardworking strategic and operational leader that will be responsible for building, developing and leading the customer support organization. You will hire, grow and develop a scalable team of freight operation specialist and lead the day to day operations. You will work in collaboration with sales, engineering, product, and operations teams to provide a world-class service for our customers. You will be responsible for building business standards, customer experience and driving innovation to continuously improve the business. You will be tasked to scope the best helpdesk solution for Fr8Bukyn and work cross functionally to ensure a successful implementation. You\xe2\x80\x99ll play an integral role in setting direction for your team and will bring the energy, grit, and work ethic necessary to get the job done! The ideal candidates will be a strong communicator who can prioritize deliverables, be adaptable, resilient and eager to attack unfamiliar problems with curiosity and a bias for action. Key responsibilities of this role will be:

• Build the customer support organization from the ground up, finding the most efficient and scalable solution.
• Develop a team schedule and manage timekeeping to ensure SLAs are met with high-quality service.
• Responsible for freight performance, customer relationships, and improving operational metrics through analysis
• Lead and empower support teams to deliver on KPIs within a time-sensitive and dynamic environment
• Collaborate with engineers, sales, compliance, legal, and finance teams to grow the operations team
• Deliver best in class support experience through the measurement of customer satisfaction & time to resolve
• Translate data and customer insights into actionable solutions and work cross-functionally to design and deploy continuous improvement strategies
• Deploy omnichannel and 24-7 support
• Scope and implement the best helpdesk solution to guarantee outstanding support
• Identify and advocate for additional resources needed for your team to succeed (training, SOPs, product work, etc.)

What The Candidate Will Need

• 3+ years of professional experience in a high-volume and highly productive customer support or service-industry environment
• 3+ years of managerial experience in multicultural environments
• Deep understanding of building and managing large, global, remote teams providing 24/7 across multiple timezones support to technical and non-technical customers
• Strong ability to use quantitative data and metrics to drive decision making
• Exceptional written and verbal communication skills
• Outstanding business acumen
• Empathetic leader; Demonstrated ability to manage individuals and teams effectively
• Leadership: Proven ability to set team goals, develop teams to their highest levels of performance, and lead through an ever changing environment.
• Excellent attention to detail and project management skills
• Are able to learn new digital tools quickly and have a deep understanding of web technology or web architecture
• Experience with Help desk tools (Zendesk, Intercom, Freshdesk, etc)
• Willingness to dive in and do what\xe2\x80\x99s needed, regardless of whether it\xe2\x80\x99s in the job description
• Self motivated; Able to work independently and think creatively to deliver results
• Identify and advocate for additional resources needed for your team to succeed (training, SOPs, product work, etc.)

NICE TO HAVE:

• Technical skills in SQL, Excel, and/or data visualization

Qualification: Any Graduate Experience: 1-5 We Are A India Based Firm Specialising In Collaborative Software Development For Our Clients Ranging In Vertical From Transportation To Insurance To Finance To Marketing, And Offering Services From Business Intelligence/Analytics To Core Application-Development To Mobile Development And Service Administration.