What you'll focus on1. Team LeadershipLead, mentor, and develop a team of customer success professionals, fostering a high-performance, customer-centric culture.Set clear goals, provide regular coaching and feedback, and conduct performance reviews to ensure continuous growth and development.Build team capabilities around client management, data-driven insights, and operational excellence.2. Client Support & Escalation ManagementServe as an escalation point for key accounts and complex client issues.Oversee efficient management and resolution of support tickets, ensuring a 90% One-Touch Resolution Rate.Identify root causes and work cross-functionally with warehouse, fulfilment, and operations teams to prevent recurrence.Handle high-impact escalations that may affect service delivery, brand reputation, or financials.3. Account Success ManagementBuild and maintain strategic relationships with merchants, acting as their trusted advisor.Track fulfilment SLAs (e.g., on-time dispatch, order cancellations) and proactively address performance gaps.Conduct Monthly & Quarterly Business Reviews (MBRs & QBRs) to discuss fulfilment performance, sales trends, shipping efficiency, and financial health.Identify and drive upselling and cross-selling opportunities to expand client value through new services, markets, and channels.4. Contract & Billing ManagementEnsure adherence to contract terms, SLAs, and rate cards for all services.Validate invoices, track payments, and follow up on overdue collections.Oversee contract renewals, re-negotiations, and proactive engagement ahead of expiry.Identify opportunities for pricing optimization and service expansion.What you bring7+ years of experience in Customer Success, Account Management, or Operations (preferably in e-commerce, logistics, or fulfilment).Proven leadership experience, with a track record of building and managing high-performing teams.Strong problem-solving and analytical skills with a proactive, solutions-oriented mindset.Excellent communication and stakeholder management abilities, both internal and external.Hands-on experience with contract management, SLAs, billing, and financial reconciliations.Proficiency in Excel, CRM tools, and ticketing systems.What you'll getAnnual Bonus25 days leave.Health Insurance.Generous equipment allowance.Annual L&D support.Please limit to one applicationWe believe diversity and representation are key to creating not only a great product but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you.
