Customer Success Manager, Easyship

• Experience: 1-3 years of experience in a relevant field such as logistics, supply chain, e-commerce operations, or partner/account management
• Relationship Management: Proven ability to build and maintain professional relationships with external partners, vendors, or clients
• Communication Skills: Excellent written and verbal communication skills, with the ability to clearly explain issues and solutions to both internal and external stakeholders
• Problem-Solving: Strong analytical and problem-solving skills, with a talent for identifying the root cause of an issue and driving it to resolution
• Organizational Skills: Highly organized with strong attention to detail, capable of managing multiple tasks and maintaining accurate documentation
• Analytical Aptitude: Comfortable working with data to track performance, identify trends, and create reports. Proficiency in spreadsheet software (Microsoft Excel, Google Sheets) is essential
• Team Collaboration: A proactive team player with experience working cross-functionally with departments like Product, Customer Support, or Operations

Desirable

• Reports to: Head of Customer Success
• Easyship is seeking a motivated Carrier expert to own the daily health and performance of our key Global Carrier partnerships, including USPS, UPS, and FedEx
• You will be a vital link between our carriers and internal teams working collaboratively to troubleshoot issues, monitor performance, and ensure our merchants receive a reliable, high-quality shipping experience
• In this role, you'll develop a deep understanding of the logistics ecosystem, and your contributions will directly influence the success of team-wide projects and initiatives
• Manage the day-to-day relationship with a portfolio of carrier partners to ensure satisfaction and service quality
• Serve as the main point of contact for resolving daily operational issues and inquiries
• Track key performance indicators (KPIs) for assigned carriers, identifying and reporting on trends or problems
• Act as a bridge between internal teams and carrier partners to ensure technical solutions are stable and aligned with the merchant journey
• Maintain clear and up-to-date documentation for carrier workflows and standard operating procedures
• Support projects aimed at improving carrier performance, documentation, and internal tools