Customer Support Manager

Why project44?

At project44 we’re on a mission - to make supply chains work.

project44 optimizes the movement of products globally, delivering better resiliency, sustainability, and value for our customers. As the supply chain connective tissue, we operate the most trusted end-to-end visibility platform that tracks more than 1 billion shipments annually for the world’s leading brands. The undisputed leader in the market, project44 was named the Leader in the Gartner Magic Quadrant, #1 in FreightWaves’ FreightTech 25, and the Customer’s Choice in Gartner Peer Insights’ Voice of the Customer report. project44 is headquartered in Chicago with a diverse and fast-growing, global workforce.

If you’re eager to be part of a winning team that works together to solve some of the most challenging supply chain challenges every day, let’s talk.

Key Accountabilities/ What You'll Do:

• Oversee the day-to-day operations of the Support Team Leads, and additional direct support reports
• Strategically drive success and growth of Support to benefit the team and the business as whole.
• Provide oversight and coaching to direct reports (TLs)
• Reports and improve upon operational SLAs and workflows
• Coordinate onboarding resources for new TL
• Monitor whole team KPIs, reports on results
• Provide a feedback loop to wider staff and customers on resolved and in progress incidents
• Review all support related processes and documentation for continuous improvement
• Maintain cadence of one on ones with direct reports
• Engage direct reports for career growth opportunities
• Serve as cross-departmental representative to support
• Collaborate with leadership to maintain effective communication

What You'll Need:

• Proven people management and leadership skills Excellent communicator, both oral and written, in English
• Strong problem solving and communication skills Strong analytical skills
• Able to multi-task efficiently under time pressure
• Able to work with technology and assimilate information rapidly
• Previous experience in managing customer focused teams
• Proven experience in managing a service and support focused team culture
• Actively partakes in the training process for new hires and provides guidance for the full team.

Diversity & Inclusion

At project44, we're designing the future of how the world moves and is connected through trade and global supply chains. As we work to deliver a truly world-class product and experience, we are also intentionally building teams that reflect the unique communities we serve. We’re focused on creating a company where all team members can bring their authentic selves to work every day.

We’re building a company that every one of us at project44 is proud to work for, and our journey of becoming a more diverse, equitable and inclusive organization, where all have a sense of belonging, is shaped through the actions of our leadership, global teams and individual team members. We are resolute in our belief that each team member has an equal responsibility to mold and uphold our culture.

project44 is an equal opportunity employer seeking to enrich our work environment by creating opportunities for individuals of all backgrounds and experiences to thrive. If you share our values and our passion for helping the way the world moves, we’d love to review your application!

For any needed accommodations during the hiring process, please email [email protected]. Even if you don’t meet 100% of the above job description you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements.

More about project44

Since 2014, project44 has been transforming the way one of the largest, most important global industries does business. As transportation and logistics continue to evolve and customer expectations around delivery become more demanding, industry technology must rise to the occasion. In just a few short years, we have created a digital infrastructure that eliminates the inefficiencies caused by dated technology and manual processes. Our Advanced Visibility Platform is used by the world’s leading brands to track shipments, collaborate with supply chain partners, drive operational efficiencies, and create outstanding customer experiences.