About Warehance

Warehance is a warehouse management system designed for modern brands and 3PLs. We help warehouses handle inventory, order fulfillment, shipping, receiving, returns, automation, billing, and daily operational workflows across platforms such as Shopify, Amazon, TikTok Shop, WooCommerce, and more.

Our customers depend on Warehance to operate real businesses. When issues arise in a warehouse, they impact real shipments, real customers, and real people. That’s why we take customer support seriously.

We believe:

Integrity matters more than appearances

We tell customers the truth, even when it’s uncomfortable. We don’t conceal mistakes, make unrealistic promises about timelines, or provide vague answers to avoid difficult conversations. Trust grows over time.

Craft matters

Great support is a skill. Clear communication, careful troubleshooting, attention to detail, and a deep understanding of the product make the difference. We aim to solve problems correctly—not just to close tickets quickly.

Curiosity creates better solutions

The best people ask questions, investigate root causes, and genuinely want to understand how things work. Warehousing, shipping, inventory, integrations, and operational workflows are complex systems, and curiosity helps us navigate them.

Passion and enthusiasm are contagious

We enjoy working with people who care. Energy matters. Customers can tell when someone is engaged, thoughtful, and motivated to help.

Generosity builds strong teams

We support one another. We share knowledge openly. We assume good intentions. We want to bring out the best in the people around us—including our customers.

We’re a remote-first company, and we prioritize ownership, communication, and problem-solving more than rigid corporate structure.

About the Role

This is a full-time Customer Success & Support role.

Your main responsibility will be helping customers resolve operational and technical issues through our ticketing system. You’ll also build strong, long-lasting relationships with customers who use Warehance to run their businesses.

This role sits at the intersection of:

• customer support

• operations

• technical troubleshooting

• product feedback

• customer education

Some days, you’ll troubleshoot inventory discrepancies, shipping problems, automation workflows, or integrations. Other days, you’ll help onboard customers, explain operational best practices, spot bugs, or escalate technical issues to engineering.

You don’t need prior warehouse knowledge. What you do need is to be highly curious, organized, calm under pressure, and excited to learn.

On a Daily Basis, You’ll Be Responsible For

• Answering customer support tickets

• Troubleshooting operational and technical issues

• Investigating root causes rather than giving surface-level responses

• Helping customers understand how to get the most out of Warehance

• Communicating clearly and professionally during urgent or stressful situations

• Escalating bugs and technical issues to engineering

• Reproducing reported issues with accurate, detailed information

• Working closely with engineering and operations teams

• Continuously learning how warehouses, fulfillment, shipping, and inventory systems work

On a Weekly and Monthly Basis, You’ll Be Responsible For

• Spotting recurring customer challenges

• Helping improve documentation and internal processes

• Sharing product feedback and workflow improvement ideas

• Supporting onboarding and customer education when needed

• Improving response quality—not just response speed

• Increasing your knowledge of warehouse operations and ecommerce logistics

Requirements

You’re a strong match if:

• You communicate clearly and effectively

• You genuinely enjoy helping others solve problems

• You remain calm and thoughtful under pressure

• You’re highly organized and detail-oriented

• You’re curious and naturally inclined to investigate

• You’re comfortable learning technical systems and workflows

• You take ownership of issues instead of waiting for direction

• You can explain complex topics clearly and simply

• You’re comfortable working remotely and managing your own time responsibly

• You value professionalism while also bringing empathy and personality

Bonus points if you’ve worked with:

• ecommerce

• warehouse operations

• shipping/logistics

• Shopify or other ecommerce platforms

• SaaS customer support

• technical troubleshooting

• ticketing systems

What Success Looks Like in This Role

Success isn’t based on how quickly you close tickets.

It’s based on:

• how effectively you solve problems

• how much customers trust you

• how clearly you communicate

• how much knowledge you build over time

• how much you improve the experience for customers and teammates

We care deeply about long-term customer relationships.

Benefits

• Remote-first work environment

• Flexible paid time off

• Direct impact on product and customer experience

• A fast-moving, collaborative team

• Opportunities to grow as the company grows

• Exposure to real operational businesses and complex systems

• Competitive compensation based on experience

$50,000 — $70,000/year