Marketplace Support Team Lead (CargoWeb)

About the role

We are seeking a highly experienced Team Lead to manage the operational heartbeat of our B2B Logistics Marketplace, CargoWeb. You will lead and optimize the entire support function—spanning onboarding, booking, tracking, and finance—to ensure a superior user experience.

Key responsibilities

• Hire, train, and mentor support staff while monitoring metrics such as response times and resolution speed.
• Implement service level agreements and escalation protocols, and define SOPs for all support workflows.
• Maintain a central knowledge base and manage ongoing training for internal teams.
• Analyze data to track onboarding success, booking issues, and financial support trends, providing strategic reporting.

Required profile

• Minimum 10 years of experience in customer service, support management, or customer success.
• Proven experience in logistics, freight forwarding, or supply chain.
• Bachelor’s or Master’s degree in Supply Chain Management or Business.

What we offer

• Flexible work environment supporting work‑life balance.
• Continuous training and development opportunities.
• Innovative culture encouraging independent thinking and teamwork.
• Health benefits and competitive incentives.