Customer Success Manager (courier) - Remote Eligible

Customer Success Manager (Courier)

Easyship is revolutionizing logistics for eCommerce. With our all-in-one cloud-based shipping software, businesses of all shapes and sizes have the tools needed to scale globally. At Easyship we believe in accelerating borderless commerce. We're proud that a diversity of small business owners, crowdfunding campaigns, and global brands trust Easyship as their gateway to the world.

Job Title: Customer Success Manager

Reports To: Head of Customer Success

Location: Canada (Remote)

Key Relationships: Sales team, Marketing team, Product team, Operations team

Job Purpose:

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.

What You'll Do:

• 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.

Who You Are:

• 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.

Desirables:

• Direct experience working at or with shipping carriers (e.g., DHL, FedEx, UPS, local postal services).
• Experience with technical concepts, such as API integrations, and the ability to discuss them at a high level.
• Familiarity with CRM software and project management tools (like Jira).
• Experience participating in or preparing for formal partner meetings, such as Quarterly Business Reviews (QBRs).
• Knowledge of international shipping regulations and customs procedures.

What You'll Get:

• Competitive Equity Package: Earn more than just a competitive salary. Receive equity shares to gain wealth as the company grows.
• Dental Insurance: Your health and well-being is important to us!
• Gym & Wellness Reimbursement: Training for a big race? Don't sweat it. We offer gym reimbursement for all employees.
• Generous Vacation Policy: We think time off is essential… and we encourage it!
• Duvet Day: Perfect for those cold winter days, when you don't want to escape the warmth of your bed!
• Mental Health Day: You deserve a day off! A chance to recharge and enjoy 'Me Time'
• 4 Weeks of 'Work from Anywhere': Whether you're working from the beautiful beaches in the Bahamas or by the fireplace on your ski trip in Switzerland - just make sure to send us a picture!
• Professional Development: We're here to help you hit your career goals to help get you where you want to be.
• Flexible Working: We offer you an autonomous environment to perform at your highest level!

Headquartered in London with offices in New York, Hong Kong, Singapore, Melbourne, Toronto, Bangalore, and Taipei – our team is global and growing. We encourage you to apply if a challenge excites you. Come and join the Easyship team!