Customer Success & Support Specialist

Warehance is a warehouse management system built for modern brands and 3PLs, focusing on inventory, fulfillment, shipping, receiving, returns, automations, billing, and operational workflows across multiple platforms.

Salary: $50k–$70k

Responsibilities

• 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
• 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

Requirements

• An excellent communicator
• Genuinely enjoys helping people solve problems
• Stay calm and thoughtful under pressure
• Highly organized and detail-oriented
• Curious and naturally investigative
• Comfortable learning technical systems and workflows
• Take ownership of problems instead of waiting for instructions
• Explain complicated topics clearly and simply
• Comfortable working remotely and managing your own time responsibly
• Appreciate balancing professionalism with personality and humanity

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