Offer summary

Qualifications:

Experience in customer service or customer operations is essential., Proficiency in MS Office applications, including Outlook, Excel, and Word., A high school diploma is required; a college degree is preferred., Strong desire to serve customers and maintain high satisfaction levels..

Key responsabilities:

Oversee a BPO team and maintain strong relationships with partners and internal stakeholders.

Manage customer escalations and ensure timely resolutions to enhance customer satisfaction.

Analyze performance metrics and collaborate with the BPO partner to improve workflows.

Communicate product updates and issues to internal teams and represent customer operations as needed.

Job description

At Truckstop, we have transformed the entire freight-moving lifecycle with our SaaS solutions.  From freight matching to payments and everything in between, we are the trusted partner for carriers, brokers, and shippers alike. We lead this industry forward with our One Team mindset committing to principles such as assume positive intent, have each other’s back, and be your authentic self.  Our drive for greatness produces high expectations, yet our regard for humans is even higher. Join a team of brilliant minds and generous hearts who care deeply about other's success.  

Position Summary:

The Customer Operations Manager is responsible for overseeing a BPO team tasked with leading and managing a team of outsourced representatives. Through this role, the customer operations manager will work closely with the BPO team to ensure high quality customer support, consistent performance against key daily metrics, and collaboration with internal stakeholders and our managed services partner to drive continuous improvement

Essential Job Functions:

Daily oversight of BPO team; maintaining strong relationships with partners, leads, operations managers and others supporting the Truckstop account
Address and manage customer escalations and timely resolution to maintain customer satisfaction
Continuously analyze performance and processes to identify areas of improvement and work with BPO partner to streamline workflows.
Collaborate with internal teams and communicate product updates, changes, outages, and other issues to BPO
Represents the customer operations on internal teams as needed

Position Requirements:

Experience working in customer service or customer operations and a strong desire to serve Truckstop customers
Proficient in MS Office (outlook, excel, word)
High school diploma or equivalent; college degree preferred
Travel domestically and internationally as needed

The above description covers the most significant duties performed but does not include other related occasional work that may be assigned or is completed by the employee. 

Truckstop provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

Truckstop participates in the E-Verify program. Learn more about the E-Verify program here: https://www.e-verify.gov/

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