Ocean Customer Experience Team Lead - US
Core
Leading a team of Customer Experience Associates to support Ocean customers in the US market via email and chat channels, ensuring operational excellence and high customer satisfaction.
Role type
Senior Team Lead / Operations Manager
Builds
Customer support operations for Ocean logistics services
Domain
Logistics / Supply Chain / Customer Service
Deliverable
dashboards & analysis
Required skills
Team leadership, shift management, operational metrics monitoring, service recovery, stakeholder communication, performance management, process compliance, employee engagement, root cause analysis
Preferred skills
International BPO experience, global process handling, logistics domain knowledge
Technologies
Case management systems, chat/email support platforms, KPI dashboards
Responsibilities
Lead and manage a team of 12-20 associates; Monitor daily productivity, workload balancing, and queue management; Drive employee engagement and talent development; Ensure achievement of service delivery metrics and customer commitments; Manage service recovery and escalation handling; Partner with stakeholders to address recurring customer pain points related to bookings, documentation, and logistics.
Seniority
Senior, hands-on IC with team management