# Customer Service Manager, Fulfillment

**Company:** [Flexport](https://hotfix.jobs/companies/flexport)
**Location:** Dallas, TX, San Bernardino, CA
**Role:** Customer Success
**Salary:** $65k – $89k/yr
**Experience:** 5+ years
**Skills:** Performance Metrics, Root Cause Analysis, Quality Assurance, Ticket Auditing, Process Improvement, Change Management, Project Management, Performance Reporting, Nps, Sla, Customer Service, Relationship Management
**Posted:** 2026-09-03

> Leads an onsite customer service team across fulfillment center sites, using performance metrics, quality programs, and process improvements to improve merchant experience. Requires a bachelor's degree or equivalent, 5+ years in customer service or operations, and 3+ years of people management.

## Job Description

## Responsibilities
- Track and analyze site performance metrics and implement performance improvement strategies.
- Set and manage team ramp plans to support consistent growth and development.
- Build relationships with operations teams to drive collaborative problem-solving.
- Report team performance and SLA/TTR metrics to the broader network.
- Serve as the subject matter expert for the business segment and influence support strategies.
- Identify opportunities to reduce ticket generation through root cause analysis.
- Own ticket quality reviews, audit tickets against standards, and coach representatives.
- Drive site-level NPS follow-through by turning merchant feedback into action plans.
- Oversee the site disposals process for timely and compliant handling.
- Partner with Operations on process improvements that enhance merchant experience.
- Lead and mentor the customer service team.
- Manage escalations and resolve issues to ensure customer satisfaction.
- Drive standardization and best practices across the team and organization.
- Conduct weekly one-on-ones and maintain accurate team metrics.

## Requirements
- Bachelor's degree or equivalent experience.
- 5+ years of professional experience in customer service, operations, or a related field.
- 3+ years of people management experience, including management of both full-time employees and contractors.
- Strong analytical skills and experience with performance tracking and metric-based decisions.
- Relationship management and cross-functional collaboration experience.
- Excellent written and verbal communication skills.
- Experience with process improvement, change management, and quality assurance or ticket audits.
- Strong project management capabilities.
- Data-driven problem-solving approach.
- Ability to influence without direct authority.
- Experience creating and delivering performance reports.
- Adaptability in a rapidly changing environment.
- Ability to manage one or more sites with minimal travel.

## Compensation
- US base salary range: $64,800–$89,100 USD, excluding bonus, equity, and benefits.

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