The opportunity
ShipMonk isn't just a 3PL — we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.
What you'll do
Own daily, weekly, and monthly support metrics for your team: resolved cases, CSAT, first response time (FRT), cost per unit, and more.
Leverage dashboards, reporting tools, and 1:1 coaching to drive continuous improvement.
Run daily stand-ups, monthly reviews, and quarterly performance planning. Grow and Coach a Rockstar Team
Train, develop, and elevate a team of support pros who can thrive in a: high-growth, high-expectation environment.
Deliver clear goals, timely feedback, and structured development paths.
Spot burnout, boost morale, and keep your team firing on all cylinders. Champion the Merchant Experience
What they're looking for
- Serve as the escalation point for complex or high-touch client issues.
- Partner with Onboarding, Merchant Success, and Operations to ensure a seamless client journey.
- Use feedback loops to identify support trends, gaps, and opportunities for: automation or efficiency. Build Systems that Scale
- Contribute to process improvements, documentation, and training initiatives.
