FTZ Support Team Lead

This is a fully remote position, open to applicants in Texas.

📋 Description

• Act as the main FTZ Support Team Lead and serve as the Tier 2 escalation point for QAD FTZ software.

• Intercept and assess complex compliance tickets (such as ABI rejections, HTS logic errors, and missing MPF calculations) to greatly minimize Engineering escalations.

• Convert CBP response codes into actionable data corrections for the customer instead of forwarding them to Development.

• Oversee, mentor, and train our frontline FTZ Support Agents on all facets of FTZ ICRS utilization.

• Create playbooks to enable the team to address E214 admission and 7501 entry workflow confusion on the first interaction.

• Collaborate closely with FTZ Product and Engineering leadership as the internal Subject Matter Expert (SME).

• Act as the senior technical point of contact for major FTZ enterprise accounts.

⛳️ Requirements

• A minimum of 2 years of direct experience in Foreign-Trade Zone (FTZ) operations, ideally managing a zone using QAD FTZ software.

• Familiarity with how FTZ software interacts with the Automated Commercial Environment (ACE) and the Automated Broker Interface (ABI).

• Extensive operational knowledge and experience in processing FTZ transactions, from CBP Form 214 admissions to shipments from the Zone.

• Experience in understanding necessary reporting, CBP, and PGA interactions while managing an FTZ.

• Strong comprehension of how software, particularly FTZ software, utilizes integration to process transactions.

• Proficiency in troubleshooting and reviewing integration files is a significant advantage.

• Prior experience in leadership or mentoring, preferably in a globally distributed setting.

• Outstanding stakeholder management capabilities; able to navigate high-pressure situations confidently with enterprise FTZ operators and internal executive leadership.

• Ability to triage issues based on their impact on customer operations and compliance.

🏝️ Benefits

• Comprehensive U.S. benefits package including medical, dental, and vision coverage.

• A 401(k) plan with company matching contributions.

• Coverage for both short-term and long-term disability.

• Life insurance benefits.

• Paid time off.

• Parental leave.

• Well-being programs.