Customer Operations • Lead

Who you are

You have a proven track record in customer service leadership, with experience in managing teams to deliver exceptional customer experiences. You are a hands-on leader who thrives on data-driven decision-making and operational excellence. Your passion for coaching and developing team members is evident in your approach to leadership, as you believe in empowering others to succeed. You understand the logistics industry and are excited about the opportunity to disrupt it through innovative customer service practices. You are adept at acting as a bridge between frontline staff and management, ensuring that communication flows smoothly and that team members feel supported. You are committed to fostering a positive team culture that prioritizes customer satisfaction and operational efficiency.

What you'll do

In this role, you will oversee a team of customer service representatives, ensuring they have the tools and support needed to excel in their roles. You will drive team performance by setting clear goals and expectations, monitoring progress, and providing constructive feedback. Your focus will be on maintaining high service quality standards while also identifying areas for improvement. You will collaborate closely with management to align team objectives with company goals, ensuring that customer needs are met effectively. Additionally, you will be responsible for coaching team members, helping them develop their skills and advance in their careers. You will analyze customer feedback and service metrics to inform decision-making and drive continuous improvement initiatives. Your leadership will play a crucial role in enhancing the overall customer experience at Lalamove.

What we offer

At Lalamove, we offer a dynamic work environment where innovation and teamwork are at the forefront. You will have the opportunity to make a significant impact on our customer service operations and contribute to the growth of our logistics platform. We believe in the power of community and are committed to creating a supportive workplace where everyone can thrive. Join us in our mission to connect customers and drivers through technology, and be part of a team that is dedicated to delivering fast and convenient services.