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.

Role Overview

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

What Matters Most

• 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.

Who This Role Is Not For

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

What You'll Do

• 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

Experience

• 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, ShipStation, and other shipping and logistics tools are a bonus, not a requirement. If you know the client side well, we can teach you ours.

The Opportunity

• 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