The posting, in Flexport's own words
archived Nov 13, 2026About Flexport:
At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year. The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.
The Opportunity
We are seeking a full-time Program Manager for Customer Support Strategy, based on-site at our DFW1 facility in Lewisville, TX. Your focus is reducing ticket volume, claims, and contra revenue, and improving the merchant experience. You will do this by improving support processes, ops processes, and engineering, by gathering merchant feedback (starting with NPS) and working cross-functionally to turn it into changes merchants feel, and by keeping content current and owning merchant communications. AI strategy and Zendesk optimization are key levers along the way.
Read the full posting ↓
Program Ownership and Strategy:
Own omnichannel customer support programs from inception to execution, aligned to business goals and merchant needs. Develop strategies with cross-functional teams, incorporating stakeholder feedback and industry best practices. Drive implementation, overseeing timelines, resources, and budgets.
Ticket Reduction:
Analyze ticket data to find the top contact drivers, size them by volume, handle time, and cost, and build a prioritized reduction roadmap with clear targets. Support processes: redesign workflows, macros, routing, and agent guidance so issues are resolved faster with fewer repeat contacts. Ops processes: work with operations and site teams to fix the upstream breakdowns that create tickets, such as inbound, inventory, order, and billing issues. Engineering: partner with engineering and product to prioritize and track the fixes and self-serve tools that remove root causes.