Job Description

At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it\'s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable. Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity . As a Manager, Customer Service you will be responsible for leading a team of leads & specialists to ensure successful resolution of customer inquiries, issues and concerns related to the solutions we offer. This role plays a critical part in enhancing customer satisfaction and experience, maintaining product quality, and improving overall product performance. You will also collaborate closely with other departments such as Customer Success, Product development and sales, to drive product improvements and maintain a high standard of customer service. You will be responsible for handling and resolving problem escalations, engaging as a Subject Matter Expert (SME) for various aspects of the solutions, analyzing team performance and improvement opportunities. You will work to drive engagement, discover ways to increase operational efficiencies and act as a team mentor which includes guiding, challenging, and developing team members. What you\'ll be doing: Develop a deep understanding of the company\'s products, features, functionality and technical specifications to guide the team effectively Follow project management principles to manage operations, mitigate risks and issues Act as an escalation point for global customers and stakeholders on key issues, bugs and communicate effectively Run multiple shifts as required to support availability and serve global customers - Follow the Sun Build capability, retain top performers and develop a succession plan for the team Be a mentor, coach for the customer service team and keep them motivated to deliver the highest quality of service to FourKites customers Stay current with emerging technologies and industry trends to prepare the support team for addressing new challenges that arise with evolving products Develop solution content to train team members aligning with the new releases Drive alignment and improvement across the team by identifying and analyzing trends, roadblocks and presenting recommendations to resolve Provide oversight to the Analysts serving as a thought leader, through independent audits, data analysis and data validation Monitor, measure response metrics and recommend process improvement measures to drive efficiencies and effectiveness in operations Oversee daily business operations to ensure KPI\'s are exceeded and cases are responded within SLA\'s Facilitate strong, clear and effective communication across all stakeholders. Document recurring problems, drive root cause analysis, and champion problem resolution Assist in hiring new employees and contractors Work cross-functionally with Product and Engineering teams to prioritize and resolve platform issues Operate with minimal supervision and collaborate with global leads and managers Report operational metrics and team performance Regularly conduct team engagement activities, Assist in talent planning and Recognize high performers Own team and individual OKRs that are focused on quality, efficiency, and effectiveness Deliver continuous improvement and innovation in operations Who you are: BE / B Tech / MCA 5+ years of managerial experience managing product / application support teams Experience of working in a Supply chain, retail domain preferred Proven ability to debug and troubleshoot complex issues and find resolutions Demonstrated technical knowledge Familiarity with cloud software and developer tools and are eager to learn new skills Experience with API\'s and integration of enterprise SaaS applications Strong SQL skills along with knowledge of common data formats such as JSON and XML preferred Comfortable with organizing and creating structure out of sometimes ambiguous problems Excellent verbal and written communication skills Analytical ability to work through large sets of data to analyze and find conclusions Advanced experience with Microsoft Excel Experience in SaaS or other tech startups a plus Who we are: FourKites is the #1 supply chain visibility platform in the world, extending visibility beyond transportation into yards, warehouses, stores and beyond. Tracking more than 2.5 million shipments daily across road, rail, ocean, air, parcel and courier, and reaching over 185 countries, FourKites combines real-time data and powerful machine learning to help companies digitize their end-to-end supply chains. More than 1,000 of the world\'s most recognized brands - including 9 of the top-10 CPG and 18 of the top-20 food and beverage companies - trust FourKites to transform their business and create more agile, efficient and sustainable supply chains. FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to standard holidays, and a hybrid, flexible approach to work. Parental leave for all parents, an annual wellness stipend and volunteer days also provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. And we\'re always listening for new ways to support everyone in and out of the office. Benefits Medical benefits start on first day of employment 36 PTO days( Sick, Casual and Earned) , 5 recharge days, 2 volunteer days Home Office setups and Technology reimbursement Lifestyle & Family benefits Annual Swags/ Festive Swags Ongoing learning & development opportunities ( Professional development program, Toast Master club etc.)

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