This role will lead and optimize the entire support function across onboarding, booking, tracking,

finance and customer success to ensure that the Marketplace is offering the best user

experience on the platform.

Responsibilities:Team leadership and ManagementHire and train support staff across all specializationsMonitor, evaluate, and improve performance metrics like FF covers, response times, resolution speed, and others.Process OptimizationImplement SLAs (Service Level Agreements) and escalation protocolsDefine and document standard operating procedures (SOPs) for all support workflowsIdentify and close process gaps, if anyPlatform Knowledge and TrainingMaintain and update a central knowledge base for both internal teams and user self-service supportManages ongoing training and refresher courses for internal team members and on employeesReporting and AnalyticsCreate periodic performance reports and insights to identify trends, bottlenecks, or issues with current processes.Track onboarding success rates and speed, booking issues, tracking difficulties, and financial support Min Requirements:5+ years of experience in customer service, customs success, or support management (preferably in logistics or supply chain-related fields)Familiar or experienced with Freight Forwarding services, digital marketplaces, or SaaS services.Data-driven and operationally strong