ShipHero

• Manage customer relationships, acting as the primary point of contact for inquiries and escalations • Collaborate with IT and operations teams to streamline fulfillment processes to ensure customer satisfaction • Provide actionable insights from customer feedback to drive improvements • Ensure timely and efficient resolution of customer issues • Monitor and analyze customer service metrics to improve performance • Handle complex or escalated customer complaints • Provide regular reports on customer support activities to senior management

• Design and ship solutions on a cross-functional team • Own features end-to-end • Run code reviews focused on quality • Optimize the existing stack

• Lead the complete implementation lifecycle of ShipHero’s warehouse management solution, from project kickoff through post-launch support. • Develop and manage project plans, timelines, and resources to ensure timely delivery. • Partner with clients to understand their business requirements, workflows, and operational challenges. • Customize ShipHero’s solutions to meet specific client needs and industry best practices. • Configure ShipHero’s platform to align with customer requirements. • Conduct rigorous testing and document solutions to ensure system readiness. • Deliver engaging training sessions to empower end users with the knowledge and skills to effectively use ShipHero’s platform and features. • Identify and resolve implementation challenges to ensure a smooth go-live experience. • Provide hands-on support during hypercare as clients scale their operations. • Maintain clear communication with clients and internal teams, providing updates on project status, risks, and deliverables. • Act as a Subject Matter Expert (SME) on warehouse and fulfillment management best practices for both clients and internal teams. • Continuously refine implementation processes and contribute to the development of best practices for future deployments.