Customer Support Manager

🏆 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.