Customs4trade

Manager

• - Own incoming customer queries through Jira Service Management and our customer support phone line. Triage, investigate, resolve, and keep SLAs on track.
• - Monitor the customs declaration process in CAS from start to resolution. Fix errors, work through follow-up tasks, and act on alerts before they block the customer.
• - Investigate declaration issues in CAS by interpreting error messages, validating data, and identifying root causes.
• - Resolve directly where possible, including taking actions in CAS or on customer-facing customs platforms when appropriate, or escalate to Product Support or 3rd Line with a clear reproduction path.
• - Advise customers on the right course of action and step in proactively to safeguard business continuity.
• - Collaborate with Product, Engineering, and Sales. Log clean bug reports in Jira, advocate for impactful fixes, and feed customer input into the roadmap.
• - Contribute to our Confluence knowledge base by recording resolved issues clearly so they can be referenced and reused the next time they come up.

Support Manager

• Own incoming customer queries through Jira Service Management and our customer support phone line. Triage, investigate, resolve, and keep SLAs on track.
• Monitor the customs declaration process in CAS from start to resolution. Fix errors, work through follow-up tasks, and act on alerts before they block the customer.
• Investigate declaration issues in CAS by interpreting error messages, validating data, and identifying root causes.
• Resolve directly where possible, including taking actions in CAS or on customer-facing customs platforms when appropriate, or escalate to Product Support or 3rd Line with a clear reproduction path.
• Advise customers on the right course of action and step in proactively to safeguard business continuity.
• Collaborate with Product, Engineering, and Sales. Log clean bug reports in Jira, advocate for impactful fixes, and feed customer input into the roadmap.
• Contribute to our Confluence knowledge base by recording resolved issues clearly so they can be referenced and reused the next time they come up.

Support Manager

Support Manager – Native French