Customer Support Team Lead

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

• People Manager over EU Support Coordinators, Analysts, and Technical specialists
• Escalation point for all levels of Support below the Support Manager
• Works directly Technical Support Specialists to ensure process is followed and SLA’s are being met
• Organizes calls with customers as needed to address complaints and maintain positive relationships.(Independently & with Success Managers)
• Ability to gain a high level understanding of API functionality and guide the team to the correct resources internally
• Actively partakes in the training process for new hires and provides guidance for the full team
• Attends meetings relevant to Support that require a representative for EU Support
• Takes ownership of customer issues and sees problems through to full resolution when escalated on an as needed basis
• Actively participates in expanding Support and customer-facing knowledge base
• Works closely with Customer Success Managers to ensure customer satisfaction
• Creates and runs Salesforce reports to identify trends in cases, track team progress, and tackle issues with aging cases

Requirements and Preferred Skills

• Excellent English language and communication skills – verbally and written
• Additional languages preferred
• BS degree in Computer Science, or equivalent experience preferred
• Minimum 5+ yrs of experience in customer-facing support role preferred
• Minimum 1+ yrs of experience managing direct reports
• General understanding of how software & technology companies operate/service customers
• Basic understanding of API and cloud technology, including basic database knowledge and utilities for monitoring and logging API transactions
• Strong problem-solving skills
• Excellent time management and multi-tasking skills
• Excellent client-facing, written and verbal skills
• Strong Excel skills

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 continues to evolve and customer expectations around delivery become more demanding, industry technology must rise to the occasion. In just a few short years, we’ve 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. 

A candidate will be asked to conduct a pre-employment criminal back ground screening test as a standard routine to minimize moral & integrity risks among our staff and to ensure Project44 is compliant with its internal pre-employment screening policy and SOC 2, Sarbanes Oxley Act and ISO 27001 compliance. We will only ask you to conduct a criminal background check when we believe it is proportionate to the role that you will fulfil within your team and/or department A criminal back ground check will be facilitated by our third party vendor Accurate who will assist you to get the appropriate documents from authorities in the country where you will be employed. Depending on the country where you will be employed your local authority will provide a Certificate of Conduct or similar document upon your request. If there are any costs related to screening, these will be borne by Project44. When our vendor Accurate will reach out to, you will be asked for your consent. We would like to emphasize that at all time you can decide to withdraw from the application process and/or to withdraw the consent to perform a screening test.