Customer Success & Support Specialist

About WarehanceWarehance is a warehouse management system built for modern brands and 3PLs. We help warehouses manage inventory, fulfillment, shipping, receiving, returns, automations, billing, and operational workflows across platforms like Shopify, Amazon, TikTok Shop, WooCommerce, and more.Our customers rely on Warehance to run real operational businesses. When something goes wrong in a warehouse, it affects real shipments, real customers, and real people. Because of that, we take customer support seriously.We believe:Integrity matters more than appearancesWe tell customers the truth, even when it’s uncomfortable. We don’t hide mistakes, overpromise timelines, or give vague answers to avoid difficult conversations. Trust compounds over time.Craft mattersGood support is a craft. Clear communication, thoughtful troubleshooting, attention to detail, and deep product understanding matter. We care about solving problems correctly, not just closing tickets quickly.Curiosity creates better solutionsThe best people ask questions, investigate root causes, and genuinely want to understand how things work. Warehousing, shipping, inventory, integrations, and operational workflows are complex systems. Curiosity helps us navigate them.Passion and enthusiasm are contagiousWe like working with people who care. Energy matters. Customers can tell when someone is engaged, thoughtful, and motivated to help.Generosity builds strong teamsWe help each other. We share knowledge freely. We assume good intent. We want people who elevate the people around them, customers included.We are a remote-first company and care much more about ownership, communication, and problem solving than rigid corporate structure.About the RoleThis 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 supportoperationstechnical troubleshootingproduct feedbackcustomer educationSome days you may help troubleshoot inventory discrepancies, shipping issues, automation workflows, or integrations. Other days you may help train customers, explain operational best practices, identify bugs, or escalate engineering issues.You do not need to know warehousing already. You do need to be highly curious, organized, calm under pressure, and excited to learn.On a Daily Basis, You’ll Be Responsible ForResponding to customer support ticketsTroubleshooting operational and technical issuesInvestigating root causes instead of giving surface-level answersHelping customers understand how to best use WarehanceCommunicating clearly and professionally during stressful situationsEscalating bugs and technical issues to engineeringReproducing reported issues with accuracy and detailCollaborating closely with engineering and operations teamsContinuously learning how warehouses, fulfillment, shipping, and inventory systems workOn a Weekly and Monthly Basis, You’ll Be Responsible ForIdentifying recurring customer pain pointsHelping improve documentation and internal processesContributing product feedback and workflow improvement ideasAssisting with onboarding and customer education where neededHelping us improve response quality, not just response speedBecoming increasingly knowledgeable about warehouse operations and ecommerce logisticsRequirementsYou are a strong fit for this role if:You are an excellent communicatorYou genuinely enjoy helping people solve problemsYou stay calm and thoughtful under pressureYou are highly organized and detail-orientedYou are curious and naturally investigativeYou are comfortable learning technical systems and workflowsYou take ownership of problems instead of waiting for instructionsYou can explain complicated topics clearly and simplyYou are comfortable working remotely and managing your own time responsiblyYou appreciate balancing professionalism with personality and humanityBonus points if you have experience with:ecommercewarehouse operationsshipping/logisticsShopify or other ecommerce platformsSaaS customer supporttechnical troubleshootingticketing systemsWhat Success Looks Like in This RoleSuccess in this role is not measured by how quickly you close tickets.It’s measured by:how effectively you solve problemshow much customers trust youhow clearly you communicatehow much knowledge you build over timehow much you improve the experience for customers and teammatesWe care deeply about long-term customer relationships.BenefitsRemote-first work environmentFlexible paid time offDirect impact on product and customer experienceFast-moving, collaborative teamOpportunity to grow alongside the companyExposure to real operational businesses and complex systemsCompetitive compensation based on experiencePlease mention the word **ENTICED** and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==). 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