Team Leader - Customer Support

Overview

Lead a Freight Brokerage operations team responsible for shipment coordination, carrier management, customer communication, load tracking, and exception resolution, driving team performance, service quality, and continuous improvement.

What you'll do

• Lead, coach, and develop a team of Freight Brokerage Specialists to achieve business and service objectives.
• Drive team performance through structured coaching, performance management, and targeted development plans.
• Identify capability gaps and implement training initiatives to strengthen operational expertise.
• Build a culture of accountability, ownership, collaboration, and customer focus.
• Support onboarding and capability development of new team members.
• Oversee end-to-end load execution from pickup through delivery, ensuring service commitments are consistently met.
• Drive coordination across customers, carriers, drivers, and internal stakeholders to ensure seamless shipment execution.
• Monitor load execution, shipment status, appointments, and potential service disruptions, ensuring proactive intervention.
• Oversee carrier coordination, load coverage, scheduling, and execution to maximize operational efficiency.
• Ensure compliance with SOPs, customer requirements, contractual obligations, and escalation protocols.
• Own and drive key operational KPIs, including productivity, service levels, on-time performance, response time, quality, and load execution.
• Analyse performance trends, identify root causes, and implement corrective actions to close performance gaps.
• Provide regular performance insights and business updates to management.
• Drive continuous improvement initiatives focused on efficiency, service quality, cost effectiveness, and customer experience.
• Partner with cross-functional teams to identify and eliminate recurring operational issues.
• Serve as the primary escalation point for complex customer and operational issues, driving timely resolution.
• Build and maintain effective relationships with key internal and external stakeholders.
• Ensure customer expectations are translated into clear operational priorities and consistently delivered by the team.
• Manage critical service issues with a strong focus on customer experience, communication, and resolution.

What you'll need

• Proven experience in a Team Leader, Supervisor, or People Manager role.
• Willingness to work night shifts and weekends as required by business operations.
• Demonstrated experience managing teams against operational KPIs and service-level targets.
• Strong problem-solving, decision-making, and escalation-management skills.
• Strong stakeholder management and communication skills.
• Proven ability to analyse performance data, identify root causes, and drive corrective actions.
• Strong ownership mindset with the ability to manage priorities in a fast-paced operational environment.
• Strong analytical and reporting capabilities with good proficiency in MS Excel.
• Ability to coach, motivate, and develop team members.
• Strong attention to detail with a focus on data accuracy and operational quality.
• Strong experience in transportation, logistics, supply chain, customer service, or related operations.
• 8 to 12 years of experience.

Nice to have

• Team Management / People Leadership within Freight / Transportation Operations.
• Team Management / People Leadership within Trucking / Carrier Operations.
• Team Management / People Leadership within Dispatch / Load Coordination.
• Team Management / People Leadership within Transportation Planning & Execution.
• Team Management / People Leadership within Shipment Tracking / Track & Trace.
• Team Management / People Leadership within 3PL / 4PL Operations.
• Team Management / People Leadership within Logistics Operations.

Details

• Location: Chennai, India.
• Rotational shift - night shift, with weekend work as required.