Ninja Van
Senior Customer Support Manager
Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries. In January 2018, we raised one of the largest Series C rounds ever in Southeast Asia and are well-positioned for our next phase of rapid growth.
At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.
The Senior Customer Support Manager’s role is primarily to provide excellent customer service and to promote the idea throughout the organization. This role’s main goal is to ensure that the Customer Support Team is running efficiently, is consistently meeting and exceeding the customer satisfaction expectations, and loyalty and retention is promoted and applied to Ninja Van’s internal and external customers.. This mostly involves implementing customer support policies and procedures for staff to adhere to, monitoring observing employees and their performance. The Senior Customer Support Manager oversees the customer support department’s day-to-day functions, focusing on the Consignee and Shipper Support operations, plus driving the FSR initiative across the department and the whole organization. The Senior Customer Support Manager supervises Customer Support Team Leads and reports to the Head of Customer Support.
Main Duties and Responsibilities
- Improve overall customer service experience by efficiently implementing processes Take ownership of the day to day CS Operations management
- Develop and implement service procedures, policies, and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Drive FSR Initiative
- Contribute to team effort by accomplishing related results as needed.
- Assist Business Continuous Improvement Activities
- Provide feedback and recommendation to better approach problems through refining macros, guidelines, and response content
- Flag out customer pain points and suggest possible solutions
- Assist Business Development Tasks
- Recognize, document and alert supervisors of consumer behavior and trends during service interactions
- Other tasks may be assigned by the Head of CS
Qualifications
- BS/BA Degree in any field or Equivalent Experience
- Proven working experience as a Customer Service Manager (Handling Leads)
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Working knowledge of customer service software, databases, and tools
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Exposure to start-up or logistics is preferred but not required
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Ninja Van is a tech-enabled logistics company that specializes in hassle-free last-mile delivery services for businesses across Southeast Asia. With a strong focus on innovation and technology, we cater to the unique needs of both small and large-scale shippers, providing real-time tracking and operational excellence. Our extensive network delivers to 100 million customers, making us the largest and fastest growing logistics provider in the region.
- Founded
- Founded 2014
- Employees
- 500+ employees
- Industry
- Air Freight & Logistics
- Total raised
- $240M raised
Customer Support Manager