If you have experience in operations management, team building, and process optimization, and can effectively manage and coordinate both Customer Support and Logistics Operations, we’d love to have you on our team.
In this role, you will be responsible for managing and developing operations, building the necessary team structure, optimizing processes, and ensuring smooth and high-quality execution across both functions.
Your Responsibilities:

• Manage and lead Customer Support and Logistics teams in line with business objectives
• Design, standardize, and continuously improve support and logistics processes
• Build the appropriate team structure, define roles, and plan team capacity and headcount based on operational volume
• Define and monitor operational KPIs, identify bottlenecks, and drive improvement initiatives
• Establish reporting structures and develop the data needed for effective operational decision-making
• Identify recurring issues and errors across Customer Support and Logistics and implement corrective actions
• Manage and coordinate logistics operations, ensuring timely and accurate execution
• Collaborate with Sales, Product, Tech, and other stakeholders to resolve operational issues
• Take ownership of day-to-day operational challenges and ensure timely follow-through to resolution

What We’re Looking For

• 5 years of experience in Operations, Customer Support, Logistics, or related fields
• At least 3 years of team management experience
• Proven experience building or scaling teams and processes in fast-growing environments
• Strong analytical skills with the ability to turn data into actionable operational decisions
• Experience in capacity planning and workforce planning
• Ability to design, document, and improve operational processes
• Strong problem-solving, prioritization, and decision-making skills
• Ability to manage multiple operational workstreams and coordinate across different teams
• A hands-on, results-oriented, and accountable approach

It’s a Plus If You Have

• Experience managing both Customer Support and Logistics teams
• Experience in service-based, platform, or high-volume businesses
• Familiarity with operational metrics such as SLA, FRT, AHT, Resolution Time, CSAT, and Productivity
• Experience working with CRM, ticketing systems, and reporting/analytics tools
• Experience building operations from the ground up or creating structure within teams where processes are still evolving