CX Team Leader
Core
Lead day-to-day operational delivery for Customer Experience and 4PL Operations, acting as the first-level escalation point and process SME to ensure service quality and customer satisfaction.
Role type
Senior IC operational team leader (logistics/4PL)
Builds
Stable service delivery and continuous improvement in global trade logistics operations
Domain
Logistics / Supply Chain / 4PL Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
End-to-end logistics process coordination, complex issue resolution, root cause analysis, stakeholder coordination, team coaching, process standardization, operational risk monitoring
Preferred skills
Reverse logistics experience, high-tech customer operations, data analysis, automation initiatives
Technologies
SOPs, IOPs, QRGs, case management systems
Responsibilities
Lead daily operational activities and coordinate task allocation; Act as first escalation point for complex customer cases and service disruptions; Drive process standardization and maintain documentation; Coach team members and support onboarding; Analyze operational data to identify improvement opportunities; Coordinate with internal teams and external partners to resolve blockers
Seniority
Senior, hands-on IC with team leadership
