Portless

• Own our Marketing revenue by identifying and scaling marketing channels (such as outbound, SEM, or Events), building workflows, and partnering with others in the GTM team to make it happen • Automate for Scale by translating scrappy wins into repeatable workflows—lead scoring, routing, enrichment, nurture—together with the rest of marketing and RevOps. • Support launches by collaborating with the Product Marketing team to execute acquisition campaigns and hit targets owning launch and impact. • Drive cross-functional revenue initiatives partnering with Sales, Account Management, and Partnerships. Collect needs, ID solutions, and work to translate them into real-world execution • Track campaign & channel performance to uncover insights, and guide budget allocation to ensure we are maximizing impact and spend

- Lead the design and implementation of scalable and maintainable software architectures. - Drive technical strategy and define best practices for software development across engineering teams. - Mentor and guide engineers to enhance their professional growth and technical skills. - Collaborate with product management and stakeholders to create innovative software solutions that meet business needs. - Ensure the reliability, security, and performance of Portless’ software products. - Lead code reviews and promote high coding standards and quality assurance practices. - Evaluate and integrate new technologies and tools to improve efficiency and system capabilities. - Contribute to long-term planning and roadmap development aligned with company objectives.

Role Description Portless is seeking an experienced and visionary Staff Software Engineer to lead the development of advanced software solutions within our innovative logistics and supply chain platform. In this senior role, you will take ownership of complex technical projects, drive architectural decisions, and mentor engineering teams to deliver scalable, high-quality software. As a Staff Software Engineer, you will collaborate closely with cross-functional leaders to align technology strategy with business goals, ensuring that Portless stays at the forefront of logistics innovation. Your expertise in system design, performance optimization, and cutting-edge technologies will be instrumental in shaping the future of our platform. Join Portless and help us transform the way goods move through the supply chain with your leadership and technical excellence. Responsibilities - Lead the design and implementation of scalable and maintainable software architectures. - Drive technical strategy and define best practices for software development across engineering teams. - Mentor and guide engineers to enhance their professional growth and technical skills. - Collaborate with product management and stakeholders to create innovative software solutions that meet business needs. - Ensure the reliability, security, and performance of Portless’ software products. - Lead code reviews and promote high coding standards and quality assurance practices. - Evaluate and integrate new technologies and tools to improve efficiency and system capabilities. - Contribute to long-term planning and roadmap development aligned with company objectives. Qualifications - Bachelor’s or Master’s degree in Computer Science, Software Engineering, or a related field. - Extensive experience (typically 7+ years) in software engineering with a proven track record in senior or lead engineering roles. - Project Minded. - Expert proficiency in programming languages (TypeScript, React, Javascript frameworks). - Strong architectural design skills and experience with distributed systems, microservices, and cloud platforms (AWS, Azure, etc.). - Experience leading and mentoring engineering teams. - Deep understanding of software development methodologies, including Agile and Scrum. - Excellent problem-solving skills and ability to thrive in a fast-paced, collaborative environment. - Strong communication and leadership abilities to influence technical and non-technical stakeholders.

• Lead the design and implementation of scalable and maintainable software architectures. • Drive technical strategy and define best practices for software development across engineering teams. • Mentor and guide engineers to enhance their professional growth and technical skills. • Collaborate with product management and stakeholders to create innovative software solutions that meet business needs. • Ensure the reliability, security, and performance of Portless’ software products. • Lead code reviews and promote high coding standards and quality assurance practices. • Evaluate and integrate new technologies and tools to improve efficiency and system capabilities. • Contribute to long-term planning and roadmap development aligned with company objectives.

About Portless Portless is a tech-enabled 3PL that helps DTC brands ship directly from Asia to customers worldwide in 5-9 days. We're transforming how ecommerce brands think about fulfillment by eliminating the traditional 60-90 day ocean freight model and replacing it with faster, more flexible, cash-flow friendly logistics. We're venture backed and growing fast. Our customers include brands shipping everything from apparel to consumer electronics, and we operate in 55+ countries. We're on a mission to make global fulfillment as seamless as domestic shipping. The Role We're building our outbound sales motion from the ground up, and you'll be one of the first BDRs to help define what great looks like at Portless. As a BDR, you'll be responsible for identifying, engaging, and qualifying DTC ecommerce brands that could benefit from our direct fulfillment model. You'll work closely with Account Executives to build pipeline across our SMB ($2M-$5M GMV), Mid-Market ($5M-$10M), and Enterprise ($10M-$25M) segments. This role is equal parts hunter and strategist. You'll need to be relentless about activity while also being thoughtful about who you're targeting and why. The best BDRs here won't just book meetings; they'll uncover pain points around inventory lead times, cash flow, and international expansion that set our AEs up to win. What You'll Do - Prospect and qualify net-new DTC brands through multi-channel outreach: cold calls, personalized emails, LinkedIn, and creative tactics. - Research target accounts to understand their fulfillment setup, product mix, and pain points before reaching out. - Partner with AEs to develop account strategies and ensure seamless handoffs. - Become an expert on Portless's platform, our competitive landscape, and the DTC fulfillment space. - Hit your numbers by consistently achieving monthly qualified pipeline targets. - Document everything in HubSpot with disciplined CRM hygiene so we can learn what's working. - Iterate with the team on messaging, targeting, and tactics as we refine our outbound playbook. What We're Looking For Must-haves: - 1-2+ years of outbound BDR/SDR experience in B2B SaaS or tech-enabled services. - Comfortable making 70+ calls per day and managing high-volume prospecting - Track record of hitting or exceeding quota in an outbound-heavy role. - Experience with sales tools like HubSpot, Lemlist, LinkedIn Sales Navigator, and ZoomInfo (or similar). - Clear, confident communicator who can articulate value to founders, operators, and supply chain decision-makers. - Self-starter who thrives in a remote environment without needing to be micromanaged. Nice-to-haves: - Experience selling to ecommerce, DTC, or retail brands. - Familiarity with logistics, supply chain, or 3PL industry. - Previous experience at a high-growth startup building a new sales motion. The intangibles we care about: - Coachable: You actively seek feedback and apply it fast. - Capable: Sales is a craft to be mastered, you care about doing so. - Resilient: You hear "no" 70 times and still bring energy to call 71. - Driven: You’re motivated by achievement and like to compete. - Low-Ego: If you aren’t a team player you will fail here. Why Portless You'll help build something: This isn't a plug-and-play BDR seat. You'll help shape the outbound playbook, define what "qualified" means, and influence how we go to market. Coaching culture: Our sales team operates on a "One Thing" coaching philosophy: focused, actionable feedback every week to help you improve. Product that sells: DTC brands are under pressure to improve cash flow and expand globally. Our value prop is concrete and differentiated. Compensation & Benefits: - Base salary: $60,000 - OTE: $120,000 (uncapped commission) - Equity - Full benefits - Remote-first with occasional team onsites

About Portless Portless is a tech-enabled 3PL that helps DTC brands ship directly from Asia to customers worldwide in 5-9 days. We're transforming how ecommerce brands think about fulfillment by eliminating the traditional 60-90 day ocean freight model and replacing it with faster, more flexible, cash-flow friendly logistics. We're venture backed and growing fast. Our customers include brands shipping everything from apparel to consumer electronics, and we operate in 55+ countries. We're on a mission to make global fulfillment as seamless as domestic shipping. The Role We're building our outbound sales motion from the ground up, and you'll be one of the first BDRs to help define what great looks like at Portless. As a BDR, you'll be responsible for identifying, engaging, and qualifying DTC ecommerce brands that could benefit from our direct fulfillment model. You'll work closely with Account Executives to build pipeline across our SMB ($2M-$5M GMV), Mid-Market ($5M-$10M), and Enterprise ($10M-$25M) segments. This role is equal parts hunter and strategist. You'll need to be relentless about activity while also being thoughtful about who you're targeting and why. The best BDRs here won't just book meetings; they'll uncover pain points around inventory lead times, cash flow, and international expansion that set our AEs up to win. What You'll Do - Prospect and qualify net-new DTC brands through multi-channel outreach: cold calls, personalized emails, LinkedIn, and creative tactics. - Research target accounts to understand their fulfillment setup, product mix, and pain points before reaching out. - Partner with AEs to develop account strategies and ensure seamless handoffs. - Become an expert on Portless's platform, our competitive landscape, and the DTC fulfillment space. - Hit your numbers by consistently achieving monthly qualified pipeline targets. - Document everything in HubSpot with disciplined CRM hygiene so we can learn what's working. - Iterate with the team on messaging, targeting, and tactics as we refine our outbound playbook. What We're Looking For Must-haves: - 1-2+ years of outbound BDR/SDR experience in B2B SaaS or tech-enabled services. - Comfortable making 70+ calls per day and managing high-volume prospecting - Track record of hitting or exceeding quota in an outbound-heavy role. - Experience with sales tools like HubSpot, Lemlist, LinkedIn Sales Navigator, and ZoomInfo (or similar). - Clear, confident communicator who can articulate value to founders, operators, and supply chain decision-makers. - Self-starter who thrives in a remote environment without needing to be micromanaged. Nice-to-haves: - Experience selling to ecommerce, DTC, or retail brands. - Familiarity with logistics, supply chain, or 3PL industry. - Previous experience at a high-growth startup building a new sales motion. The intangibles we care about: - Coachable: You actively seek feedback and apply it fast. - Capable: Sales is a craft to be mastered, you care about doing so. - Resilient: You hear "no" 70 times and still bring energy to call 71. - Driven: You’re motivated by achievement and like to compete. - Low-Ego: If you aren’t a team player you will fail here. Why Portless You'll help build something: This isn't a plug-and-play BDR seat. You'll help shape the outbound playbook, define what "qualified" means, and influence how we go to market. Coaching culture: Our sales team operates on a "One Thing" coaching philosophy: focused, actionable feedback every week to help you improve. Product that sells: DTC brands are under pressure to improve cash flow and expand globally. Our value prop is concrete and differentiated. Compensation & Benefits: - Base salary: $60,000 - OTE: $120,000 (uncapped commission) - Equity - Full benefits - Remote-first with occasional team onsites

• Ritz-Carlton Onboarding & Project Management: Lead the end-to-end onboarding process, providing personalized support and setting expectations for project milestones. • Execution of Implementation Plans: Develop detailed plans ensuring projects are completed on time and within scope. • Proactive Communication: Maintain clear, consistent updates for stakeholders, identifying potential delays before they escalate. • Technical Integrations & Data Migration: Lead the integration of client ERP/OMS systems with Portless via API and EDI protocols. • Data Integrity: Oversee the migration of SKU and inventory data, ensuring formats are mapped correctly and validated for accuracy. • Technical Troubleshooting: Resolve complex issues during the setup of Shopify configurations and custom integrations. • Operational Readiness & Inventory Inbounding: Partner with Operations to validate workflows for receiving, picking, and packing. • Supplier Orchestration: Coach merchants on product best practices, labeling, and inbound routing requirements to ensure efficient receiving. • Equipment & Layout Readiness: Ensure physical pack stations and replenish strategies are optimized for the merchant's profile. • Launch Excellence & Knowledge Transfer: Lead the transition from sandbox to production, ensuring all technical and operational "go-live" criteria are met with 100% accuracy. • Technical Documentation & Handover: Develop comprehensive merchant-specific SOPs and technical maps. Conduct formal handoff sessions to the Hypercare and Customer Success teams to ensure long-term stability. • Post-Launch Stabilization: Act as the primary technical point of contact during the immediate "Day 1" window, resolving any initial friction before officially graduating the merchant to Hypercare. • Onboarding Retro & Optimization: Conduct post-implementation reviews to identify framework improvements, ensuring each subsequent launch is faster and more efficient than the last.

• Own the Hypercare Program End-to-End • Serve as the primary point of contact for all merchants in active Hypercare status — enrolled within 24 hours of first live shipment and owned through formal three-way graduation sign-off. • Run the full four-phase framework: Phase 1 (Days 1–15, Stabilization), Phase 2 (Days 16–30, Enablement & Orientation), Phase 3 (Days 31–45, Optimization), and Phase 4 (Days 46–60, Graduation) for Enterprise and Strategic merchants. • Manage quality assurance across invoice accuracy, order fulfillment, SLA adherence, carrier performance, and overall merchant experience throughout the Hypercare window. • Track and enforce graduation criteria for each assigned account, including a clean handoff brief covering open items, health score, expansion signals, relationship notes, and recommended next steps for the incoming lifecycle CSM. • Lead Phase 1 escalation triage: own all P1 and P2 issues during the stabilization window, coordinating with Tier 2 Support to meet a <2-hour response target on critical escalations. • Run daily checklists in Phase 1, including order import validation, tracking visibility, invoice accuracy, and fulfillment SLA adherence — flagging blockers proactively before merchants feel them. • Partner with Implementations on outstanding technical items through Phase 3, and engage Sales for commercial adjustments or at-risk accounts as needed. • Escalate Enterprise and P1-level issues to the Head of CSM and VP of CS within defined SLAs; document all escalations in HubSpot and the Handoff Brief. • Deliver the full merchant education curriculum across the Hypercare window: Welcome Pack (Day 1), Portal Walkthrough Guide (Day 5), Invoice & Billing Explainer (Phase 2), and Order Status & Tracking Guide (Phase 2). • Lead the Phase 2 Orientation Call and Phase 3 QBR (Hypercare Edition), including expansion readiness conversations and Onward Package Protection or OpenBorder/IEAS coverage where applicable. • Introduce the lifecycle CSM formally during the Phase 2–3 transition and ensure they are prepared to take full ownership at graduation. • Update HubSpot Hypercare fields weekly: health score (Green/Yellow/Red), phase completion dates, graduation status, and revenue milestone tracking. • Own the At-Risk Merchant Protocol when health scores deteriorate: document root cause, engage lifecycle CSM, notify CS leadership, and pause graduation timelines until health recovers. • Contribute to Q2 program KPIs: 100% enrollment rate, ≥90% graduation rate, <5% early churn, Phase 1 P1 close rate ≥95%, and NPS ≥35 at graduation. • Identify patterns from Hypercare data — billing confusion, routing failures, tracking gaps, integration failures — and translate them into playbook improvements and proactive onboarding materials. • Collaborate with the broader CS team to share learnings and refine the tiered framework across Enterprise, Strategic, and Growth segments. • Support the Australia market risk reduction initiative, ensuring all Australian merchants receive Strategic/Enterprise-level coverage with validated price cards, invoice clarity, and a confirmed carrier mix of 2–3+ carriers before graduation.

Experience: 3+ years in Logistics, E-commerce Fulfillment, or Supply Chain Management, with a proven track record of managing structured client stabilization or multi-phase post-onboarding programs Reports to: Head of Customer Success Management About Portless Portless is redefining how DTC and e-commerce brands manage their supply chains. By shipping directly from our Shenzhen fulfillment center to customers in 55+ countries, we help brands unlock faster cash flow, reduce inventory risk, and deliver a fully localized experience — without the traditional 3PL complexity. We move fast, and our clients expect the same from us. About the Role The Hypercare Manager owns the post-onboarding experience at Portless. You will serve as the dedicated owner of every merchant relationship from Day 1 through graduation from Hypercare to Customer Success Management — replacing the current fragmented, multi-team handoff model with a single, structured stabilization program. You will orchestrate cross-functional QC across Billing, Operations, Implementations, Tier 2, Product & Engineering, and Sales, ensuring merchants reach stable, confident scaling before transitioning to lifecycle CSM ownership. This role is grounded in a four-phase framework (Stabilization → Enablement → Optimization → Graduation) and scales its delivery model by merchant segment — with full 60-day coverage for Enterprise and Strategic accounts, and a focused 30-day structured program for Growth merchants. You will bring rigor and accountability to an experience that directly impacts early churn, NPS at graduation, and time-to-revenue. You will also play a critical validation role in segment assignment (Enterprise, Strategic, or Growth) and revenue recognition against forecast in the first 30–60 days. What You’ll Do Own the Hypercare Program End-to-End - Serve as the primary point of contact for all merchants in active Hypercare status — enrolled within 24 hours of first live shipment and owned through formal three-way graduation sign-off. - Run the full four-phase framework: Phase 1 (Days 1–15, Stabilization), Phase 2 (Days 16–30, Enablement & Orientation), Phase 3 (Days 31–45, Optimization), and Phase 4 (Days 46–60, Graduation) for Enterprise and Strategic merchants. - Manage quality assurance across invoice accuracy, order fulfillment, SLA adherence, carrier performance, and overall merchant experience throughout the Hypercare window. - Track and enforce graduation criteria for each assigned account, including a clean handoff brief covering open items, health score, expansion signals, relationship notes, and recommended next steps for the incoming lifecycle CSM. Drive Cross-Functional Escalation & Resolution - Lead Phase 1 escalation triage: own all P1 and P2 issues during the stabilization window, coordinating with Tier 2 Support to meet a <2-hour response target on critical escalations. - Run daily checklists in Phase 1, including order import validation, tracking visibility, invoice accuracy, and fulfillment SLA adherence — flagging blockers proactively before merchants feel them. - Partner with Implementations on outstanding technical items through Phase 3, and engage Sales for commercial adjustments or at-risk accounts as needed. - Escalate Enterprise and P1-level issues to the Head of CSM and VP of CS within defined SLAs; document all escalations in HubSpot and the Handoff Brief. Deliver Structured Merchant Education & Enablement - Deliver the full merchant education curriculum across the Hypercare window: Welcome Pack (Day 1), Portal Walkthrough Guide (Day 5), Invoice & Billing Explainer (Phase 2), and Order Status & Tracking Guide (Phase 2). - Lead the Phase 2 Orientation Call and Phase 3 QBR (Hypercare Edition), including expansion readiness conversations and Onward Package Protection or OpenBorder/IEAS coverage where applicable. - Introduce the lifecycle CSM formally during the Phase 2–3 transition and ensure they are prepared to take full ownership at graduation. Maintain Program-Level Visibility & Reporting - Update HubSpot Hypercare fields weekly: health score (Green/Yellow/Red), phase completion dates, graduation status, and revenue milestone tracking. - Own the At-Risk Merchant Protocol when health scores deteriorate: document root cause, engage lifecycle CSM, notify CS leadership, and pause graduation timelines until health recovers. - Contribute to Q2 program KPIs: 100% enrollment rate, ≥90% graduation rate, <5% early churn, Phase 1 P1 close rate ≥95%, and NPS ≥35 at graduation. Build Scalable Infrastructure - Identify patterns from Hypercare data — billing confusion, routing failures, tracking gaps, integration failures — and translate them into playbook improvements and proactive onboarding materials. - Collaborate with the broader CS team to share learnings and refine the tiered framework across Enterprise, Strategic, and Growth segments. - Support the Australia market risk reduction initiative, ensuring all Australian merchants receive Strategic/Enterprise-level coverage with validated price cards, invoice clarity, and a confirmed carrier mix of 2–3+ carriers before graduation. What We’re Looking For - 5+ years of project management, customer success, or account management experience — ideally with ownership of structured, multi-phase client programs. - Experience in logistics, e-commerce fulfillment, or supply chain strongly preferred; familiarity with cross-border shipping operations is a meaningful advantage. - Comfortable coordinating across time zones with international operations teams in China and Vietnam. - Strong communicator — able to translate operational issues into clear, client-friendly messaging that is rooted in action and builds trust early. - Detail-oriented with a bias toward speed and resolution over process; you know when to escalate and when to close the loop yourself. - Experience with e-commerce platforms (Shopify, WooCommerce) and fulfillment tooling is a plus; familiarity with HubSpot and Intercom is helpful. - Ability to manage multiple high-priority accounts simultaneously across different Hypercare phases without dropping the ball. What Success Looks Like In your first 90 days, you will have enrolled every new Q2 merchant in Hypercare, closed Phase 1 for your assigned accounts with zero unresolved P1 items, and delivered the full education curriculum to each merchant. By the end of Q2, you will have a track record of graduating merchants on time with Green health scores, a documented Handoff Brief for each account, and measurable contributions to the program’s NPS and churn targets. Why Portless This is a greenfield role. The Hypercare program you’ll run is newly formalized as of Q2 2026, which means you’ll have direct influence over how it matures — the playbook, the tooling, the KPIs, and the team structure around it. You’ll work at the intersection of operations, relationships, and product feedback, with visibility to senior CS leadership and a direct line to the outcomes that matter most: merchant retention, early revenue recognition, and a world-class onboarding experience.

Experience: 3+ years in Logistics, E-commerce Fulfillment, or Supply Chain Management, with a proven track record of managing structured client stabilization or multi-phase post-onboarding programs Reports to: Head of Customer Success Management About Portless Portless is redefining how DTC and e-commerce brands manage their supply chains. By shipping directly from our Shenzhen fulfillment center to customers in 55+ countries, we help brands unlock faster cash flow, reduce inventory risk, and deliver a fully localized experience — without the traditional 3PL complexity. We move fast, and our clients expect the same from us. About the Role The Hypercare Manager owns the post-onboarding experience at Portless. You will serve as the dedicated owner of every merchant relationship from Day 1 through graduation from Hypercare to Customer Success Management — replacing the current fragmented, multi-team handoff model with a single, structured stabilization program. You will orchestrate cross-functional QC across Billing, Operations, Implementations, Tier 2, Product & Engineering, and Sales, ensuring merchants reach stable, confident scaling before transitioning to lifecycle CSM ownership. This role is grounded in a four-phase framework (Stabilization → Enablement → Optimization → Graduation) and scales its delivery model by merchant segment — with full 60-day coverage for Enterprise and Strategic accounts, and a focused 30-day structured program for Growth merchants. You will bring rigor and accountability to an experience that directly impacts early churn, NPS at graduation, and time-to-revenue. You will also play a critical validation role in segment assignment (Enterprise, Strategic, or Growth) and revenue recognition against forecast in the first 30–60 days. What You’ll Do Own the Hypercare Program End-to-End - Serve as the primary point of contact for all merchants in active Hypercare status — enrolled within 24 hours of first live shipment and owned through formal three-way graduation sign-off. - Run the full four-phase framework: Phase 1 (Days 1–15, Stabilization), Phase 2 (Days 16–30, Enablement & Orientation), Phase 3 (Days 31–45, Optimization), and Phase 4 (Days 46–60, Graduation) for Enterprise and Strategic merchants. - Manage quality assurance across invoice accuracy, order fulfillment, SLA adherence, carrier performance, and overall merchant experience throughout the Hypercare window. - Track and enforce graduation criteria for each assigned account, including a clean handoff brief covering open items, health score, expansion signals, relationship notes, and recommended next steps for the incoming lifecycle CSM. Drive Cross-Functional Escalation & Resolution - Lead Phase 1 escalation triage: own all P1 and P2 issues during the stabilization window, coordinating with Tier 2 Support to meet a <2-hour response target on critical escalations. - Run daily checklists in Phase 1, including order import validation, tracking visibility, invoice accuracy, and fulfillment SLA adherence — flagging blockers proactively before merchants feel them. - Partner with Implementations on outstanding technical items through Phase 3, and engage Sales for commercial adjustments or at-risk accounts as needed. - Escalate Enterprise and P1-level issues to the Head of CSM and VP of CS within defined SLAs; document all escalations in HubSpot and the Handoff Brief. Deliver Structured Merchant Education & Enablement - Deliver the full merchant education curriculum across the Hypercare window: Welcome Pack (Day 1), Portal Walkthrough Guide (Day 5), Invoice & Billing Explainer (Phase 2), and Order Status & Tracking Guide (Phase 2). - Lead the Phase 2 Orientation Call and Phase 3 QBR (Hypercare Edition), including expansion readiness conversations and Onward Package Protection or OpenBorder/IEAS coverage where applicable. - Introduce the lifecycle CSM formally during the Phase 2–3 transition and ensure they are prepared to take full ownership at graduation. Maintain Program-Level Visibility & Reporting - Update HubSpot Hypercare fields weekly: health score (Green/Yellow/Red), phase completion dates, graduation status, and revenue milestone tracking. - Own the At-Risk Merchant Protocol when health scores deteriorate: document root cause, engage lifecycle CSM, notify CS leadership, and pause graduation timelines until health recovers. - Contribute to Q2 program KPIs: 100% enrollment rate, ≥90% graduation rate, <5% early churn, Phase 1 P1 close rate ≥95%, and NPS ≥35 at graduation. Build Scalable Infrastructure - Identify patterns from Hypercare data — billing confusion, routing failures, tracking gaps, integration failures — and translate them into playbook improvements and proactive onboarding materials. - Collaborate with the broader CS team to share learnings and refine the tiered framework across Enterprise, Strategic, and Growth segments. - Support the Australia market risk reduction initiative, ensuring all Australian merchants receive Strategic/Enterprise-level coverage with validated price cards, invoice clarity, and a confirmed carrier mix of 2–3+ carriers before graduation. What We’re Looking For - 5+ years of project management, customer success, or account management experience — ideally with ownership of structured, multi-phase client programs. - Experience in logistics, e-commerce fulfillment, or supply chain strongly preferred; familiarity with cross-border shipping operations is a meaningful advantage. - Comfortable coordinating across time zones with international operations teams in China and Vietnam. - Strong communicator — able to translate operational issues into clear, client-friendly messaging that is rooted in action and builds trust early. - Detail-oriented with a bias toward speed and resolution over process; you know when to escalate and when to close the loop yourself. - Experience with e-commerce platforms (Shopify, WooCommerce) and fulfillment tooling is a plus; familiarity with HubSpot and Intercom is helpful. - Ability to manage multiple high-priority accounts simultaneously across different Hypercare phases without dropping the ball. What Success Looks Like In your first 90 days, you will have enrolled every new Q2 merchant in Hypercare, closed Phase 1 for your assigned accounts with zero unresolved P1 items, and delivered the full education curriculum to each merchant. By the end of Q2, you will have a track record of graduating merchants on time with Green health scores, a documented Handoff Brief for each account, and measurable contributions to the program’s NPS and churn targets. Why Portless This is a greenfield role. The Hypercare program you’ll run is newly formalized as of Q2 2026, which means you’ll have direct influence over how it matures — the playbook, the tooling, the KPIs, and the team structure around it. You’ll work at the intersection of operations, relationships, and product feedback, with visibility to senior CS leadership and a direct line to the outcomes that matter most: merchant retention, early revenue recognition, and a world-class onboarding experience.