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 • 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 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 • Remote-first work environment • Flexible paid time off • Direct impact on product and customer experience • Fast-moving, c...