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FTZ Support Team Lead
Skills
Software As A ServiceAchieving Competitive ExcellenceAdministrationAdmissionsEngineeringIT EscalationLeadership
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2+ years of direct FTZ operations experience
- Experience administering an FTZ using QAD FTZ software or similar
- Knowledge of ACE and ABI integration
- Deep understanding of FTZ transactions and CBP forms 214 7512 3461 and 7501
- Experience with FTZ reporting and CBP and PGA interaction
- Strong SaaS and integration troubleshooting skills
- Experience leading or mentoring support staff
- Strong stakeholder management skills
Nice to have
- Player-coach mindset
- Calm under pressure
- Process-oriented
- Customer-focused
- Collaborative
Day to day
- Serve as the primary Tier 2 escalation point for complex FTZ software and compliance issues
- Translate CBP response codes and operational problems into actionable fixes for customers and internal teams
- Lead mentor and upskill frontline support agents while building playbooks that improve first-touch resolution
- Partner with product engineering and enterprise customers to shape roadmap priorities and manage high-pressure escalations