Omnichannel Customer Support Program Manager

About 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. Key Responsibilities 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. Merchant Experience and Feedback: Own the feedback program, starting with NPS and adding other channels such as post-ticket surveys, agent and account manager input, ticket themes, and direct merchant conversations. Analyze feedback themes and share insights with leadership and partners on a regular cadence. Work cross-functionally with product, engineering, and operations to apply feedback to the merchant’s actual experience, track changes to completion, and close the loop with merchants. Claims and Contra Revenue Management: Own the claims process end to end, including intake, investigation, resolution, and recovery from carriers and vendors where applicable. Manage and improve contra revenue (credits, refunds, reimbursements, and adjustments) by setting policies, approval thresholds, and controls, and partnering with finance on accurate tracking and reporting. Analyze claim and contra revenue drivers, and work with operations and engineering to fix root causes and reduce both over time. Content and Merchant Communications: Keep all support content current and managed (help center, knowledge base, macros, internal guides, process documentation), with clear owners and review cadences. Own merchant communications, including notices, announcements, policy and process change letters, banners, and templates. AI Strategy and Implementation: Build and own the roadmap for AI in support, focused on ticket reduction and merchant experience: agent assist, summarization, auto-categorization and routing, self-service and deflection, QA au