Jetpack is a strategic logistics partner for fast growing ecommerce companies. End-to-end global warehousing + fulfillment, and Final mile strategy + shipping solutions. You are the person our clients lean on every day in Slack, email, or video call.

This is a senior customer success role, not junior. You know how to build a real bond with the people you support You've delivered bad news before and kept the relationship intact Camera on by default and confident on video. Writing that sounds like you.

Plain language, you never lean on formal phrases or jargon. This is not a general operations job or traditional logistics support role. Ops experience outside of CPG, ecommerce, D2C, fulfillment, or logistics is not the right fit here You have one standard way of writing, and you think formality equals professional Own day-to-day support for our brands, responding in real time to issues and alerts across receiving, warehousing, fulfillment, shipping,



and their customer care Uphold the standard for how our Care team communicates and maintains customer relationships Work directly with our service provider partners and internal support contacts to troubleshoot quickly and advocate for our clients Support the onboarding experience, from meetings between our clients and our onboarding support staff through learning the platform, receiving, fulfilling, shipping, and beyond Support quarterly meetings with our brands, solving issues, proposing solutions, and optimizing processes, rates, and packaging You've worked with or inside ecommerce, CPG, or D2C brands and you understand their world: Shopify/Amazon, inventory, order flow, retail, and managing customer shipping experiences ~ You've handled escalations and de-escalations directly with clients or customers ~ You're comfortable with data: reporting, spreadsheets, and pulling numbers to back up what you're telling a client ~3PL software, WMS systems, ShipStation, and other shipping and logistics tools are a bonus, not a requirement.

Fully remote position, use of your own work computers and devices expected ~ Availability Monday to Friday, full time hours, where fast response time is your first priority ~2 weeks vacation allowance in the first year, 3 weeks every year afterwards ~

📌 Customer Success Manager, Ecommerce Brands (Remote) (Moncton)
🏢 Jetpack 3PL
📍 Moncton