Customer Support Manager for Cargo.One | Remote SA

🏆 What’s the Opportunity?

We are looking for a Customer Support Manager who would lead our customer support team and elevate our customers’ satisfaction to new levels. You will be part of a dynamic team, driving excellence in service delivery and fostering a culture of continuous improvement. We’re looking for someone who can work independently while thriving in a collaborative environment, is highly organised, and is committed to growing both personally and professionally.

This is a unique, entrepreneurial opportunity to be driving the digitalization of air freight and logistics in a fast-growing Series B company backed by leading Venture Capital firms including Index and Bessemer.

🌍 You can work from (almost) anywhere in Europe and South Africa. We are a remote company, but regularly meet in person, too. As a German company originally, we can support with visa processes only in Germany.

At cargo.one, we foster a positive, diverse, hard-working and feedback-heavy culture, with a strong dose of playfulness. Join us now and transform the way airlines sell cargo!

🎬 A snapshot of what you will be doing here:

• Manage and mentor a customer support team, fostering a positive, customer-centric culture.
• Ensure the smooth operation of the customer support function, from handling escalations to optimising workflows.
• Regularly seek and provide constructive feedback to the team, promoting a culture of continuous learning and improvement.
• Take ownership of the customer support function, making independent decisions that align with company values and objectives.
• Use your expertise to address complex customer issues, developing long-term solutions that prevent future occurrences.
• Work closely with cross-functional teams, including Product and Partnerships  to ensure customer feedback is integrated into our roadmap.
• Track and report on key performance indicators (KPIs) to measure team success and identify areas for improvement.
• Identify skill gaps within the team and implement training programs to address them, ensuring the team is always equipped to provide top-notch service.
• Continuously assess and refine customer service processes to enhance efficiency and effectiveness.

🙋🏽‍♀️ What you’ll need:

• Experience: Minimum 5 years of experience leading customer service or contact centre teams, preferably in start-ups, SaaS or tech environments.
• Leadership: Proven track record of successfully managing and developing high-performing teams.
• Customer focus: Deep understanding of customer service principles, metrics, benchmarks and a passion for delivering exceptional customer experiences.
• Organisational skills: Highly organized, with the ability to manage multiple priorities and tasks in a fast-paced environment.
• Collaboration: Collaborative mindset with the ability to work effectively across teams and departments.
• Growth-mindset: Eagerness to learn, grow, and take on new challenges. Open to feedback and committed to continuous improvement.
• Problem solving: Strong problem-solving skills, with the ability to think critically and develop creative solutions.
• Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
• Technical proficiency: Comfortable with customer service software (Zendesk, Intercom), CRM systems (Salesforce), and other related tools.
• Analytical skills: Strong analytical skills, with the ability to develop complex reports (Customer Support specific and business specific), identify trends and gaps and implement solutions to address them.

 💫 Nice to haves:

• Fluency in English is a must, and additional languages are a very big plus!
• Experience in the aviation or freight industry.

❤️ We think you will love working here if:

• You value building great relationships and trust with your team and managers.
• You see working remotely successfully as a pioneering challenge which is constantly evolving.
• In everything you do, you take ownership and get a kick out of exceeding expectations.
• You love experimenting with new ideas and get super excited when you find an opportunity for process improvement.
• When faced with the choice, you’d rather opt for the ambitious to ensure you grow, than take the easy option.
• You see the value of giving and receiving feedback and incorporate this into everything you do. 
• You are not afraid to voice your opinions and like using data to back them up.

✨ We are currently offering the following benefits globally:

• Home office budget of €650 which can be used to purchase items such as a desk, chair, mouse, keyboard & monitor, etc. On top of that, choose between MacBook Air (M3 chip) or Dell XPS and have it delivered prior to your starting date.
• Offsite fun & team trips since there’s nothing more important than culture and team spirit. We meet twice a year as a company and once as a team. Click here to watch a video from one of our early offsite events.
• Unlimited co-working options through our partner desana all around the world.
• Mindsurance: premium digital mental health care for remote teams.
• 24 paid vacation days on top of the bank holidays (specific to the country you are in) and special leaves.