Customer Success & Support Specialist
About Warehance
Warehance 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 appearances
We 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 matters
Good 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 solutions
The 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 contagious
We like working with people who care. Energy matters. Customers can tell when someone is engaged, thoughtful, and motivated to help.
Generosity builds strong teams
We 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 Role
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
Some 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 For
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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
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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
You are a strong fit for this role if:
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
What Success Looks Like in This Role
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
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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
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