Do you prefer setting the rules of the road or leading the fastest racing team? At Cogoport, we’re doing both — setting global benchmarks while delivering customer service at full throttle.
As we scale across Southeast Asia and beyond, Cogoport’s mission is to transform the way global trade operates — by making it faster, more cost-effective, and radically transparent. Our Customer Service function is the nerve center that ensures promises are kept, trust is built, and delight is delivered.
This is your opportunity to lead the charge in building one of the most customer-obsessed freight platforms in the world.

• Own the strategy and execution of the entire Customer Service function across Southeast Asia.
• Build and lead a high-performing team spanning Booking Desk, Documentation Control, and Escalation Management.
• Set and improve KPIs including CSAT, NPS, First Response Time, Resolution SLA, and Retention Rate.
• Implement Lean, Six Sigma, and automation best practices to remove inefficiencies and scale effortlessly.
• Drive cross-functional initiatives with Product, Ops, Tech, and Sales to ensure end-to-end customer satisfaction.
• Create structured escalation management and issue resolution frameworks with internal and external stakeholders.
• Monitor VOC (Voice of Customer) insights and use them to refine playbooks, process flows, and journey maps.
• Represent Customer Success in leadership meetings and proactively drive product/process improvements based on service feedback.