Customer Service Manager (Remote)

Customer Service Manager | WARP | United States

Based in the heart of the Los Angeles Metropolitan Area, WARP is redefining middle mile logistics through cutting-edge solutions that drive efficiency and enhance customer satisfaction. As an asset-less business model, our new approach to LTL freight eliminates the need for owning terminals. Instead, we connect third-party cross docks with a network of cargo vans, box trucks, and 53-foot trailers, all powered by advanced routing algorithms to optimize freight movement and significantly reduce operational costs. Our innovative offerings include store replenishments, last mile carrier injections, inbound freight optimization, and tech-powered cross-dock solutions that streamline the flow of goods. With our industry-leading freight consolidation strategies and state-of-the-art technology—including real-time tracking and dynamic routing—WARP empowers businesses with end-to-end visibility and control over their supply chains.

Job Description: Customer Support Manager – Zendesk Optimization and Support Process Enhancement

We are seeking a Customer Support Manager with deep expertise in Zendesk optimization and a passion for delivering exceptional customer experiences. In this role, you will lead the charge in managing and improving our customer support processes, ensuring that our systems run at maximum efficiency while consistently meeting and exceeding customer needs.

As the leader of our support team, you will be the go-to expert for configuring and fine-tuning Zendesk workflows, automations, and triggers. Your focus will be on creating a seamless support process that enables our team to deliver fast, effective, and empathetic service. You will play a critical role in understanding the challenges faced by our customers and translating those insights into better support processes and solutions.

Key Responsibilities:

Lead and Manage the Customer Support Team: Guide and mentor support agents, ensuring they are equipped with the tools and knowledge needed to deliver top-tier service.
Optimize Zendesk Workflows: Set up and refine automations, triggers, macros, and reporting tools to streamline support operations and enhance the customer experience.
Focus on Customer Needs: Regularly gather insights from customer interactions to better understand their pain points, using this information to improve support processes and system configurations.
Drive Efficiency and Service Quality: Continuously analyze support metrics to identify areas for process improvement, focusing on reducing response times and increasing customer satisfaction.
Develop a Customer-Centric Culture: Foster an environment where the support team is empowered to resolve customer issues with empathy and precision, ensuring every interaction is a positive one.
Maintain and Document Zendesk Configurations: Develop comprehensive documentation on Zendesk setups and best practices, ensuring consistent service delivery.
Provide Ongoing Training and Support: Ensure the team is fully utilizing Zendesk’s capabilities through regular training sessions and technical support.
Align Support Goals with Business Objectives: Work closely with internal stakeholders to ensure that our support processes align with broader business goals and deliver real value to our customers.

Qualifications