Director of Customer Service, Webcargo

• Minimum 8–10 years of experience managing large-scale operations in B2B SaaS environments SMB and enterprise; logistics or related industries is a strong plus
• Demonstrated experience leading and developing multi-layered global remote teams and directly managing managers or senior leaders
• Customer-focused leader with a proven ability to elevate post-sale experience, drive retention and expansion, and translate customer insights into operational improvements across SMB and enterprise segments
• Demonstrated success operating in highly complex environments—navigating multiple verticals, broad product portfolio, diverse teams located in different locations
• Proven track record of driving operational transformation through AI implementation and automation initiatives paired with a strong analytical mindset with a history of leveraging data to optimize outcomes.Extensive experience collaborating cross-departmentally, particularly with Product and Sales teams, to drive alignment and achieve strategic objectives
• Strong stakeholder management skills, with a proven ability to build relationships and influence across all levels of an organization, including external partners and customers
• Exceptional people skills, with a focus on mentorship, team development, and fostering a positive, inclusive culture
• Ability to thrive in a fast-paced, dynamic environment managing complex products and long implementation cycles
• Excellent communication skills (verbal and written) in English

Desirable

• We’re looking for a standout Director of Customer Service to take our customer operations to the next level
• Serving thousands of freight and shipping companies across the globe, we need a visionary leader who will ensure our solutions remain mission-critical for our customers
• In this senior leadership role, reporting directly to the executive team, you will lead, scale, and continuously optimize our international support and middle office operations for our portfolio of logistics technology solutions for our broad portfolio of logistics technology products
• You will have end-to-end responsibility for shaping and executing our global support and middle office operations strategy, driving efficiency, and championing customer satisfaction across both established and emerging product lines
• As Directorof Customer Service, you will be instrumental in advancing our operational excellence and reinforcing our position at the forefront of the logistics technology sector
• Strategic Leadership: Define and execute a global support and middle office operations strategy that aligns with company goals and supports multiple tech products across logistics
• Team Development & Management: Lead a ~50-person global team across Customer Care, Product Support, and Data Services; Manage managers and team leads, setting clear accountability and goals, and coaching them to develop their teams, deliver against KPIs, and sustain high engagement and growth
• Customer Obsession: Ensure world-class post-sale experience for customers by identifying and implementing innovative strategies to maximize customer value and retention
• Operational Excellence: Drive continuous improvement of processes and SLAs to optimize cost structures, scalability, and service quality across all product lines
• Cross-Functional Collaboration: Partner with Product, Sales, R&D, Finance, and other functions to ensure seamless product rollouts, customer satisfaction and lifecycle management
• AI & Automation: Design, plan and own the rollout of a deep AI adoption and automation plan across teams to enhance operational efficiency, data utilization, and customer experience
• Data-Driven Decision Making: Leverage analytics and business intelligence to inform strategic decisions and drive operational improvements