Resolve Complex Freight Escalations Across International Shipping Operations
Critical freight forwarding and shipment disruptions demand professionals who can manage escalations, protect customer relationships, and maintain operational excellence under pressure. The Customer Success Manager plays a strategic role in improving shipment experiences across a rapidly growing logistics technology platform. Through Emapta, access a stable global career, world-class support, and meaningful growth opportunities built for top-tier professionals.
Job Overview
Employment type: Full time
Shift: Day Shift, Shifting
Work setup: Work From Home, Flexible Work Setup
Exciting Perks Await!
- Competitive Salary Package
- Permanent WFH arrangement
- HMO coverage with free dependent upon regularization
- Day shift schedule
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati)
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek
- 3-5 years of experience in Customer Success, Escalations Management, Client Services, Account Management, Operations, Freight Coordination, or Supply Chain Support roles
- Strong background in logistics, freight forwarding, transportation, supply chain, shipping, or freight technology environments
- Proven experience independently managing customer escalations, operational disputes, shipment concerns, or service recovery situations involving multiple stakeholders
- Demonstrated success managing customer-facing relationships, account health, and service performance within mid-market or enterprise environments
- Strong communication and stakeholder management skills with the ability to handle sensitive conversations professionally and confidently
- Excellent problem-solving and decision-making skills with the ability to assess root causes and implement timely operational resolutions
- Experience coordinating with cross-functional teams to improve service quality, operational efficiency, and customer satisfaction
- Advanced proficiency in Excel, reporting, data analysis, and operational tracking tools
- Experience using CRM systems, ticketing platforms, or logistics management tools
- Highly organized, proactive, adaptable, and capable of managing multiple priorities in fast-paced environments
- Exposure to automation tools, AI platforms, or technology-enabled operations is an advantage
- Additional language proficiency is a plus
- Amenable to working with international stakeholders across multiple time zones
Your Daily Tasks
- Account Management & Onboarding: Manage and onboard freight companies selling through the platform, ensuring successful onboarding and regular account reviews while maintaining strong service provider relationships
- Dispute Resolution & Escalations: Handle complex escalations and disputes between logistics service providers and shippers, acting as a fair and decisive mediator while preserving relationships
- Performance Reviews & Coverage: Conduct regular performance reviews, identify operational gaps, and work with partners to improve service delivery
- Strategic Growth: Build relationships and drive initiatives that increase platform usage and expand booking volumes
- Maintain healthy customer relationships: Engage with top shippers to identify areas for service improvement
- Cross-Functional Project Management: Participate in projects and collaborate across teams to enhance platform experience and implement improvements aligned with company goals
- Operations & Compliance: Monitor shipments using data, ensure compliance with processes, and work with providers to meet customer expectations
Revolutionizing Global Freight Through Technology
Our client is a global leader transforming the freight and logistics industry through innovative digital solutions. By connecting shippers and logistics providers on a single platform, they simplify how goods move across the world-bringing speed, transparency, and efficiency to a traditionally complex industry. Their technology-driven approach empowers businesses to make smarter shipping decisions while creating opportunities for professionals to work at the forefront of global trade transformation.
Join the Top 1% Talent. A better career. A better life.
Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in the 2026 Inspiring Workplaces Awards Asia, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.
Apply now and be part of the #EmaptaEra.
