ShipSquared | Addison, TX 75001 | Full-time, onsite About ShipSquared ShipSquared is a growing, technology-enabled supply chain company helping ecommerce brands move products from factory to customer. We combine fulfillment, warehousing, global freight forwarding, and product sourcing with our own ecommerce operations platform to make managing a supply chain easier. The role We're looking for a responsive, organized Customer Success Specialist to support our clients through Slack, WhatsApp, email, and phone. You'll answer questions, investigate issues in our systems, create support tickets, and coordinate with our warehouse, account management, and development teams to get things resolved. As a member of our client support team, you'll keep requests organized, provide clear updates, and follow through so clients aren't left wondering what's happening. This is a hands-on support position reporting to our Account Manager. What you'll do Respond to client questions through Slack, WhatsApp, email, and phone professionally and promptly. Research order status, inventory questions, receiving updates, shipping delays, returns, and other fulfillment issues using our internal systems. Resolve routine issues within your training and access permissions, and escalate requests that need additional support. Create and maintain support tickets with clear descriptions, relevant order or SKU details, screenshots, and steps already taken. Coordinate with the warehouse team to check inventory, confirm shipment or receiving status, and investigate client questions. Report software bugs and client feature requests, gathering examples and documenting steps to reproduce issues when possible. Work with account management, operations, and development to move open issues toward resolution. Keep clients informed while an issue is being investigated and confirm the outcome before closing the request. Maintain accurate notes and handoffs so teammates can easily understand the status of each issue. Flag recurring problems and help keep support FAQs and instructions current. What we're looking for Approximately 1+ year of customer service, client support, ecommerce, logistics, or related experience. Strong candidates with transferable experience are encouraged to apply. Clear, professional written communication and confidence speaking with clients by phone. Comfort learning software, navigating multiple systems, and researching information independently. Strong organization and attention to detail, especially when managing several conversations and open requests.

A practical approach to troubleshooting:

ask good questions, check the details, and know when to involve a teammate. Reliable follow-through and the ability to stay calm when a client is frustrated or an issue is urgent. Ability to work onsite in Addison, Texas, five days per week. Helpful, but not required Experience in a 3PL, warehouse, fulfillment, or ecommerce environment. Familiarity with Shopify, ShipStation, ShipHero, or similar order and inventory systems. Experience using support ticketing tools, Slack, or WhatsApp for business communication. We'll train you on our systems and support processes. Coding, API configuration, and client onboarding experience are not required. What success looks like Clients receive timely, accurate answers and clear next steps. Support tickets are documented thoroughly and routed to the right team. Open requests receive consistent follow-up through resolution. Warehouse and internal teams receive clear, actionable questions. Clients feel informed and supported throughout the process. Compensation and work environment $18-$23 per hour, based on experience. Full-time, in-person position in Addison, TX 75001. Training and opportunities to grow within a developing supply chain company. Collaborative work with our client support, warehouse operations, and technology teams. How to apply Apply through Indeed or email hrpayroll@shipsquared.com with the subject line "Customer Success Specialist" and include: Your resume. A brief description of your customer support experience and any ecommerce or shipping systems you've used. Confirmation that you can work onsite in Addison five days per week. Your earliest start date and desired hourly pay. ShipSquared is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pay:

$18.00 - $23.00 per hour Expected hours: 40.0 per week

Benefits:

Referral program

Work Location:

In person