Lead, Customer Service

Lead, Customer Service

Accelerate your career at RXO. RXO is a leading provider of transportation solutions. With cutting-edge technology at the center, we're revolutionizing the industry with our massive network and commitment to finding solutions for every challenge. We create more efficient ways for shippers and carriers to transport goods across North America.

As a Lead, Customer Service in Last Mile at RXO, you will be responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of customer service specialists. You will lead and coach assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services.

What your day-to-day will look like:

Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals

Support the building and developing of an effective and high-performance team

Maintain daily and weekly statistics for individual direct reports

Analyze department results

Troubleshoot operational problems

Complete team reports as required

Identify and analyze escalated problems and provide guidance to direct reports for resolution

Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction

What you'll need to excel:

At a minimum, you'll need:

4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience

Experience with Microsoft Office (Word, Excel, & Outlook)

It'd be great if you also have:

Experience in a call center environment

Bilingual English/Spanish

Strong customer service skills and the ability to satisfactorily resolve issues

Solid ability to multitask with exceptional organizational skills

Ability to thrive under pressure while delivering solutions that exceed customer expectations

In this role, you'll be supported by a passionate team motivated by fast-paced innovation and the desire to deliver for customers. We're a company where you can continually advance your career, no matter your background — the opportunities are endless and yours for the taking. If you're driven and looking for a place to grow, come join us.

Does this sound like you? Check out what else RXO has to offer.

Massive Benefits

Competitive pay

Health, dental and vision insurance

401(k) with company match

Life insurance, disability

Employee Assistance Program (EAP)

Paid time off

Tuition reimbursement program

Our Culture

We do great things when we are inclusive and work together. To perform with excellence, we learn from one another, value diverse perspectives, operate safely, and build strong relationships. We welcome everyone regardless of background, identity or ability.

The Next Step

Ready to join our team? We'd love to hear from you. Fill out an application now and join our talent community to learn about future opportunities. We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test. The above statements are not an exhaustive list of all required responsibilities, duties and skills for this job classification. Review RXO's candidate privacy statement here and RXO's Privacy Notice to California Job Applicants here.