Warehance

Role Description This is a full-time Customer Success & Support position. You will primarily be responsible for helping customers solve operational and technical problems through our ticketing system, while also building strong long-term relationships with customers using Warehance to run their businesses. This role sits at the intersection of: - customer support - operations - technical troubleshooting - product feedback - customer education On a Daily Basis, You'll Be Responsible For: - Responding to customer support tickets - Troubleshooting operational and technical issues - Investigating root causes instead of giving surface-level answers - Helping customers understand how to best use Warehance - Communicating clearly and professionally during stressful situations - Escalating bugs and technical issues to engineering - Reproducing reported issues with accuracy and detail - Collaborating closely with engineering and operations teams - Continuously learning how warehouses, fulfillment, shipping, and inventory systems work On a Weekly and Monthly Basis, You'll Be Responsible For: - Identifying recurring customer pain points - Helping improve documentation and internal processes - Contributing product feedback and workflow improvement ideas - Assisting with onboarding and customer education where needed - Helping us improve response quality, not just response speed - Becoming increasingly knowledgeable about warehouse operations and ecommerce logistics Qualifications - You are an excellent communicator - You genuinely enjoy helping people solve problems - You stay calm and thoughtful under pressure - You are highly organized and detail-oriented - You are curious and naturally investigative - You are comfortable learning technical systems and workflows - You take ownership of problems instead of waiting for instructions - You can explain complicated topics clearly and simply - You are comfortable working remotely and managing your own time responsibly - You appreciate balancing professionalism with personality and humanity - Bonus points if you have experience with: - ecommerce - warehouse operations - shipping/logistics - Shopify or other ecommerce platforms - SaaS customer support - technical troubleshooting - ticketing systems Requirements Success in this role is not measured by how quickly you close tickets. It's measured by: - how effectively you solve problems - how much customers trust you - how clearly you communicate - how much knowledge you build over time - how much you improve the experience for customers and teammates We care deeply about long-term customer relationships. Benefits - Remote-first work environment - Flexible paid time off - Direct impact on product and customer experience - Fast-moving, collaborative team - Opportunity to grow alongside the company - Exposure to real operational businesses and complex systems - Competitive compensation based on experience Please mention the word CRAFT when applying so we know you read the posting carefully.