Customer Support Team Lead (Logistics)

TL;DR

Customer Support Team Lead (Logistics): Managing customer account operations for North American clients with an accent on team coaching, training, and operational efficiency. Focus on redistributing workloads, analyzing volume trends via Tableau, and driving process improvements in a shared services environment.

Location: On-site in Monterrey, Mexico

Company

hirify.global helps companies move goods more reliably and efficiently through real-time data and technology, serving a significant portion of Fortune 500 shippers across North America.

What you will do

• Serve as the primary point of contact for resolving situational, process, or system-driven issues for customer accounts.
• Lead training for new hires through comprehensive learning programs and provide ongoing coaching and mentoring.
• Maintain active production for 50-70% of your time to support operational goals.
• Provide administrative support and redistribute workloads during team absences to ensure stability.
• Identify and implement process improvements based on queue monitoring and team interactions.
• Analyze volumes and trends using Tableau and TMS to enhance data-driven decision-making.

Requirements

• Advanced English proficiency (verbal and written).
• 2 years of experience in the logistics industry.
• Must be based in and able to work on-site in Monterrey, Mexico.
• Availability to work a 4x4 second shift schedule (10-hour shifts, rotating weekends).

Culture & Benefits

• Leadership growth opportunities through cross-team collaboration on projects and initiatives.
• Exposure to high-scale logistics operations and Fortune 500 client management.
• Structured professional development through programs like Freightversity.
• Inclusive work environment as an Equal Opportunity and Affirmative Action employer.