Job Description

Role Description

At W/:RP, you'll step into a fast-paced, high-growth logistics startup where operational excellence is essential. As Customer Service Manager, you'll manage a globally distributed customer service team and act as the bridge between our customers and internal ops. You'll oversee ticketing workflows, improve our support processes, and ensure our shipper and carrier partners get best-in-class assistance-every time.

The ideal candidate has experience managing a small team, is detail-oriented, process-driven, and knows how to keep both internal stakeholders and external customers happy. This role is onsite or hybrid in Los Angeles to allow for collaboration with our leadership team and other functions.
What You'll Do:

• Oversee a remote customer support team (based in Colombia, Vietnam, etc.), managing daily workflows and performance.
• Monitor support tickets in Zendesk, ensuring timely and high-quality responses.
• Create and refine internal processes for faster resolution times and improved customer experience.
• Act as the escalation point for high-priority or sensitive customer issues.
• Collaborate with operations and product teams to flag recurring issues and suggest improvements.
• Provide weekly reporting on key metrics such as response time, ticket volume, and CSAT scores.
• Hire, train, and coach support agents as the team scales.
• Work cross-functionally to continuously improve tools, knowledge base articles, and customer-facing documentation.

What You'll Bring:

• 3+ years in customer support or customer service roles, with at least 1 year of experience managing a team.
• Prior experience working in a logistics, shipping, last-mile, or freight environment is strongly preferred.
• Experience managing ticketing platforms like Zendesk or Freshdesk.
• Highly organized and process-oriented-you can spot inefficiencies and fix them.
• Excellent verbal and written communication skills.
• Comfortable working cross-functionally and managing remote teams across time zones.
• Based in or willing to commute to Los Angeles several times a week.

Benefits:

• Remote friendly role!
• Competitive compensation
• Equity in a fast-scaling, VC-backed logistics startup.
• The opportunity to play a key role in improving how freight logistics operates across the country.
• Work alongside experienced operators and founders building something big.

If you're excited to lead a team, make operations run smoother, and improve the experience of every Warp customer, we want to hear from you.

Apply now and help us reshape the future of logistics. UP.Labs

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