Customer Service and Logistics Manager

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
   • Oversee the support team (currently based in the Philippines).
   • Implement systems to track and optimize KPIs:
     • First Reply Time
     • Full Resolution Time
     • CSAT
     • Positive and Negative Reviews
     • Support Efficiency
     • Sales Associated with Support
   • Develop processes for consistent, sales-focused, and high-quality customer interactions.
   • Integrate AI and automation tools to improve efficiency.
2. Logistics
   • Manage and scale logistics operations to meet global shipping time SLAs.
   • Collaborate with supply chain teams to ensure timely delivery and customer satisfaction.
3. Team Management
   • Scale the support team from current size to 30-50 members.
   • Plan team capacity and optimize scheduling for 24/7 operations if needed.
   • Host regular team meetings and training sessions.
4. Process Improvement
   • Design and implement systems for monitoring team efficiency and satisfaction.
   • 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):
   • Look for candidates with clear examples of scaling a support team and managing logistics.
   • Prioritize those with experience in AI and technical products.
2. First Round Interview:
   • 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:
   • 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):
   • Candidates present a strategy for scaling a support team from 5 to 50 members in 12 months.
   • 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.