At Tive, we imagine a fully-transparent world in which everything and everyone is connected. We innovate beyond what the world thought possible—so what people hold near and dear arrives on time and in full.

We believe (and live!) four core values:

• Transparency First: We make everything visible so that everyone can operate better
• Always strive to make things simpler
• We are One Team, we have each other's backs
• Relentless iteration to optimize and improve

Whether shipped by road, rail, ocean, or air, Tive reduces shipment delays, minimizes rejected loads, and decreases theft, damage, and spoilage. Our customers count on Tive to ensure that their shipments are delivered on time and in full—because every shipment matters.

As the Monitoring Team Leader your number one focus will be to help our customers monitor temperature, location and tampering of shipments to reduce in transit damage to their cargo. This will be done by tracking their shipments on the Tive platform and managing any alerts triggered by Tive tracking devices. You will engage with transportation companies hired by our customers and alert them over the phone and e-mail of any shipment abnormalities. 

Additionally, you will escalate unresolved alerts to our customers to try to remedy the situation and help save the shipment.  Furthermore, you will work with our Customer and Technical Support team, Monitoring to help maintain customer relationships and contribute ideas for product improvements. The role offers a great opportunity to work in a collaborative, fast-paced environment, gain extensive knowledge of the transportation industry and become a member of a rapidly growing tech company with room for advancement within the organisation.

Our ideal candidate must have:

• Minimum of 3 years in customer support or client service, with at least 1 year of supervisory experience.
• Excellent English verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Demonstrated ability to implement and maintain high-quality customer service standards.
• Experience in coaching and mentoring team members to enhance their skills and performance.
• Ability to analyse performance data to make improvements in processes and customer service delivery.

Desirable Qualities:

• Certifications in customer service management are highly desirable.
• Multilingual abilities are a plus to cater to a diverse customer base.

What you’ll be doing:

●   This is a late shift position, working 15:00 - 23:00, Sunday - Thursday evenings.

Train, and onboard new hires to make sure they understand their roles, respond to customer questions and complaints and troubleshoot problems.

●   Manage the workflow of employees and delegate tasks.Reporting performance records and evaluations to HR and senior management.

●   Ensure Monitoring Representatives understand and comply with all monitoring objectives, performance standards, and policies.

●   Assess the work performance of the monitoring team and identify areas that need improvement.

●   Coach and develop Monitoring Representatives in all areas of performance including metrics and behaviours.

●   Answer Monitoring Representatives questions regarding best practices or difficult alerts.

●   Identifying operational issues and suggesting possible improvements.

●   Provide feedback to management and challenge processes to increase efficiency and customer satisfaction.

●   Drive a culture of continuous improvements, new approaches, and personal excellence.

●   Pre-screen potential candidates for the Monitoring team.

We celebrate diversity, and consider it key to our success as both a team and a company. We are proud to be an equal-opportunity employer, and we are committed to creating an inclusive environment of mutual respect for all employees.