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.
• You love experimenting with new ideas and get super excited when you find an opportunity for process improvement.
• When faced with the choice, you’d rather opt for the ambitious to ensure you grow, than take the easy option.
• You see the value of giving and receiving feedback and incorporate this into everything you do.
• You are not afraid to voice your opinions and like using data to back them up.

✨ We are currently offering the following benefits globally:

• Home office budget of €650 which can be used to purchase items such as a desk, chair, mouse, keyboard & monitor, etc. On top of that, choose between MacBook Air (M3 chip) or Dell XPS and have it delivered prior to your starting date.
• Offsite fun & team trips since there’s nothing more important than culture and team spirit. We meet twice a year as a company and once as a team. Click hereto watch a video from one of our early offsite events.
• Unlimited co-working options through our partner desanaall around the world.
• Mindsurance: premium digital mental health care for remote teams.
• 24 paid vacation days on top of the bank holidays (specific to the country you are in) and special leaves.
• Permanent full-time employment through our partner Remote.com.

🤔 What is so exciting about working in the air cargo industry?

Imagine a world without a Skyscanner or Kayak when trying to book your next holiday. That is exactly where the air cargo industry finds itself today. With the backing of internationally prominent investors, we are shaping the future of how the air cargo industry will work by providing a tech solution for a currently very manual and time-intensive process for airlines and freight forwarders to book air cargo, an industry which is worth almost $123bn. Our solution allows users to transparently and efficiently search for and book air cargo within seconds! If you want to be part of a company pioneering the way in the future of air cargo, get in touch!

📚 Curious to know more?

• Read more about connecting the world’s air cargo markets to make them more productive and successful.
• Get to know Siena, Alex, and Bogna from the cargo.oneteam and find out more about daily challenges, most significant achievements and personal motivations.
• View cargo.one latest news and some of our newest cargonautsfrom the industry.
• Read about our latest partnership with Avianca Cargo.
• Click here to view a video from one of our offsites.