GOFO · 13 hours ago
Senior Manager Customer Support
Los Angeles, CA
Full-time
Onsite
Senior LevelGOFO is a rapidly expanding last-mile delivery company operating in the U.S., and they are seeking a Senior Manager Customer Support. The role involves leading and mentoring the customer support team, overseeing customer satisfaction, and resolving escalated service issues while collaborating with cross-functional teams to enhance customer experiences.
LogisticsSupply Chain ManagementTransportation
Responsibilities
Manage the customer service team, handle customer inquiries related to returns, last-mile delivery and so on
Oversee daily operations of phone-based customer service to ensure timely and professional responses to customer inquiries
Ensure the team is proficient in handling returns, order inquiries, and general customer issues
Monitor performance metrics including call handling time, first-contact resolution rate, and customer satisfaction
Provide training and support to the team, optimize processes to enhance service quality
Document return processing, generate reports, and propose improvement recommendations
Regularly analyze customer feedback and complaints to drive issue resolution
Collaborate with Operations, Sales, IT, and other departments to standardize customer service and return management processes
Qualification
Required
Bachelor's degree or higher; fluent in English
Experience managing customer service teams, preferably in logistics/e-commerce
Demonstrated leadership ability to motivate and coach teams, also able to drive performance improvement
Excellent communication skills with familiarity in telephone customer service
Proficiency in CRM systems and related customer service tools
Understanding of call center systems and quality monitoring tools
Ability to thrive in fast-paced environments, efficiently handle multiple tasks, and meet deadlines
Company
GOFO
GOFO is a rapidly expanding last-mile delivery company that operates in the United States, France, the Netherlands, and Italy.
Founded in 1968
1001-5000 employees
H1B Sponsorship
GOFO has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (36)
2024 (4)
Funding
Current Stage
Late StageRecent News
2025-12-19
Company data provided by crunchbase