Customer Support Manager

Position Overview

• Location Type: Not Specified
• Job Type: Not Specified
• Salary: Not Specified

Roadie, a UPS company, is a leading logistics and delivery platform designed to help businesses navigate the complexities of modern retail with extensive delivery coverage, flexibility, and visibility. Roadie reaches 97% of U.S. households across over 30,000 zip codes, offering seamless and scalable solutions for various delivery needs, from urban centers to rural areas.

With a network of more than 310,000 independent drivers nationwide, Roadie provides flexible delivery solutions that simplify intricate logistics challenges. These include local same-day delivery, delivery of large and bulky items, ship-from-store, and DC-to-door services.

Roadie is seeking an experienced Customer Support Manager to lead its 24x7 Customer Support team. This role involves managing the daily operations of the Customer Support team to cater to a rapidly expanding customer base. The ideal candidate will be highly organized, possess strong interpersonal, leadership, and people management skills, and be capable of multitasking on both short-term and long-term projects.

The Customer Support Manager at Roadie should focus on overall trends impacting the customer experience, team efficiency through metrics, technological advancements to enhance service levels, and understanding the insights derived from customer data. This individual should be enthusiastic about leading a dynamic and growing support team.

Responsibilities

• Lead a team of Shift Managers and Support Specialists within 24x7 contact center operations (chat, email, phone).
• Coach and develop Customer Support Shift Managers through regular performance management sessions and skill development initiatives.
• Act as the escalation point for high-priority customer and partner issues, maintaining external relationships and ensuring the resolution of complex cases.
• Ensure consistent compliance with administrative requirements, including attendance tracking, timecard approvals, and policy enforcement.
• Monitor and drive improvements in key operational metrics such as Average Handle Time (AHT), Customer Satisfaction (CSAT), Grade of Service (GoS), schedule adherence, and handles per hour.
• Proactively communicate all operational changes to the teams, including policy updates, scheduling adjustments, marketing campaigns, product enhancements, and budget impacts.
• Develop and implement performance tracking and accountability systems, incorporating standardized coaching protocols to foster continuous improvement across the team.
• Lead proactive planning and implementation for team structure optimization, headcount planning, and inbound channel routing/prioritization to maximize team performance.
• Manage the department budget and resource allocation effectively, monitoring for unexpected costs or overruns.
• Partner with CX Operations and Enablement teams to implement process enhancements that boost efficiency and performance.
• Collaborate with cross-departmental teams, including Customer Operations, Product, and Engineering.
• Work closely with BPO teams at multiple locations to ensure the best possible customer experience.

Requirements

• Over 3 years of experience managing contact center or customer operations teams, with a proven record of operational excellence.
• Demonstrated ability to enforce accountability standards and maintain strong team compliance.
• Excellence in direct coaching and performance management, taking ownership of core leadership responsibilities.
• Strong data analysis skills, with the capacity to identify trends and proactively address operational challenges.
• Experience managing complex scheduling, attendance, and workforce planning processes.
• A track record of clear, proactive communication that prevents surprises and ensures stakeholder alignment.
• Budget management experience with a focus on cost control and resource optimization.
• Expertise in contact center technologies (Salesforce, Amazon Connect preferred).
• Ability to manage multiple priorities effectively.