Technical Account Manager - Ecommerce Fulfillment

Ship Squared is a fast-growing, technology-enabled supply chain platform headquartered in Dallas and built for the world’s most ambitious direct-to-consumer brands. With fulfillment and warehousing operations across Dallas, Shenzhen, and Hong Kong, supported by global freight forwarding and product sourcing, we give brands everything they need to move products from factory to customer through one trusted partner. By combining world-class execution, proprietary technology, and an uncompromising commitment to our clients, Ship Squared is redefining what an end-to-end supply chain partner can be and rapidly becoming the platform of choice for some of the world’s fastest-growing brands.

The role

As Technical Account Manager, you are the technical owner of the client relationship and the person locked in on all things computer r job sits at the intersection of account management and systems work: you join onboarding calls to answer both technical and account questions, then you personally execute the setup that gets a brand live, and you stay on as their primary point of contact.

You will work daily inside our warehouse management system, our in house all in one ecommerce operations platform, and our clients' sales channels (Shopify, Amazon Seller Central, Tik Tok Shop), connecting stores, provisioning API access, standing up new carrier integrations, and keeping product data clean. You are also our first line of proactive defense: you monitor client email, hunt for issues before clients report them, field portal bug reports, and coordinate directly with our development team through resolution.

You will manage one direct report handling day to day client support, and you will turn what you learn into documented playbooks so onboarding runs on process rather than tribal knowledge. Twelve months in, success looks like this: every new client goes from signed agreement to shipping orders through a smooth onboarding you run end to end, integrations connect in days rather than weeks, and clients get answers within the hour.

What you'll do

Client onboarding and account management

• Join every onboarding call as the technical and account management voice, answering integration, portal, billing setup, and workflow questions live
• Own new client onboarding end to end: kickoff, onboarding timeline, store connections, portal training, and go live
• Serve as the primary point of contact for a portfolio of ecommerce brands across email, Slack, and Whats App, maintaining fast response times
• Resolve client escalations with root cause follow through, working directly with warehouse operations to close the loop
• Manage and develop one direct report on the client support team

Systems, integrations, and data

• Connect and troubleshoot API integrations with Shopify, Amazon, Tik Tok Shop, and other sales channels, including provisioning API access and coordinating with client developers and third party agencies
• Stand up new carrier integrations and shipping software connections as we expand the network
• Sync client Shopify stores and clean up Shopify product catalogs so orders flow correctly
• Own product data accuracy in our systems: SKU, barcode, product, weight, and dimension entry, plus pallet and bin location entry in our platform
• Manage day to day WMS operations in Ship Hero: client account configuration, store assignments, catalog accuracy, and receiving workflows

Proactive monitoring and support

• Proactively hunt for issues in orders, inventory, and integrations before clients notice them
• Monitor client email and portal channels, triage incoming issues, and keep clients informed through resolution
• Field platform bug reports, reproduce and document them, and coordinate with our developer through fix and verification
• Build and maintain client facing documentation: onboarding guides, SOPs, and FAQs

How we will measure success

• Time from signed agreement to first order shipped
• First response time on client inquiries
• Integration cycle time from kickoff to live

What you'll need

Required:

• 2+ years in ecommerce operations, 3PL account management, fulfillment, or a similar client facing logistics or systems support role
• Hands on experience working inside a…