Customer Success Manager, Ecommerce Brands; Remote

Jetpack is a strategic logistics partner for fast growing ecommerce companies. With a focus on unparalleled client care and next-gen technology, Jetpack provides services across two key streams:

• End-to-end global warehousing + fulfillment, and
• Final mile strategy + shipping solutions.

Jetpack is a fast-paced startup environment, and you’ll be a key member of this exciting, growing team.

You are the person our clients lean on every day in Slack, email, or video call.

This is a senior customer success role, not junior. That means:

• You know how to build a real bond with the people you support
• You've delivered bad news before and kept the relationship intact
• You've taken a client who was ready to walk and turned them around

• Energy and presence. Camera on by default and confident on video. You’re relatable and know how to keep folks comfortable in a variety of circumstances.
• Writing that sounds like you. Never a canned response. Plain language, you never lean on formal phrases or jargon.
• Answers people can use. You respond to the question that was actually asked, in context, and give people something they can act on.
• The client's perspective. You read between the lines and think from their side. Your answers show you were listening and care about the outcome, not just closing the item.
• Startup instinct + critical thinking You bring ideas, jump in on a variety of tasks, and don't wait to be asked. You want to build and aren’t afraid to push against processes that aren’t working anymore.
• Range. Switching between clients, platforms, and issues doesn't faze you. You have systems to ensure nothing falls through the cracks.

Being direct here to save everyone time. This is not a general operations job or traditional logistics support role.

• Ops experience outside of CPG, ecommerce, D2C, fulfillment, or logistics is not the right fit here
• You have one standard way of writing, and you think formality equals professional
• You only know how to improve client experience by getting on the floor yourself
• You'd rather stay off camera, and a call with 3+ people on it makes you nervous

• Own day-to-day support for our brands, responding in real time to issues and alerts across receiving, warehousing, fulfillment, shipping, and their customer care
• Uphold the standard for how our Care team communicates and maintains customer relationships
• Work directly with our service provider partners and internal support contacts to troubleshoot quickly and advocate for our clients
• Support the onboarding experience, from meetings between our clients and our onboarding support staff through learning the platform, receiving, fulfilling, shipping, and beyond
• Support quarterly meetings with our brands, solving issues, proposing solutions, and optimizing processes, rates, and packaging

• You've worked with or inside ecommerce, CPG, or D2C brands and you understand their world:
  Shopify/Amazon, inventory, order flow, retail, and managing customer shipping experiences
• You've handled escalations and de-escalations directly with clients or customers
• You're comfortable with data: reporting, spreadsheets, and pulling numbers to back up what you're telling a client
• 3PL software, WMS systems, Ship Station, and other shipping and logistics tools are a bonus, not a requirement. If you know the client side well, we can teach you ours.

• Base compensation: $65,000
• Variable compensation kicks in at 6 months, effective salary $70k+, and grows as the company grows
• Fully remote position, use of your own work computers and devices expected
• Availability Monday to Friday, full-time hours, where fast response time is your first priority
• 2 weeks vacation allowance in the first year, 3 weeks every year afterwards
• A kick-ass, tight team that works hard and equally wants you to grow, professionally and personally