About the roleWe are seeking a passionate and strategic Customer Lead to own our customer experience end to end, working cross functionally with our founders, engineering, and product. You'll be equal parts strategic leader and tactical executor: building our customer function from the ground up, resolving issues quickly, implementing new tooling, improving processes, and making sure what we learn from customers shapes what we build.
This is the first hire of its kind at Jampack, which makes it a defining role. Until now, our founders and engineers have supported every customer directly. You'll take that on and set the standard for how Jampack shows up for its customers: the processes, the tooling, the tone, and eventually the team. What you build in your first year will shape this function, and our customers' experience of Jampack, for years to come.
This position is critical to our mission and is an incredible opportunity to join a fast-paced, high growth startup as one of its earliest hires. If you enjoy working on complex operational problems, excel at creating delightful customer experiences, and have a knack for elegant solutions and scalable processes, we'd love to connect with you.
Responsibilities include- Build the playbooks that let us scale: SOPs, a customer help center, and internal documentation, using AI tooling wherever it removes manual work.
- Implement strategies to scale our customer function as the company grows, including hiring and training additional team members as needed.
- Develop a deep understanding of customer needs, pain points, and day-to-day operations, collaborating with product and engineering to turn that insight into roadmap priorities.
- Track, analyze, and report on support and customer health metrics, including response and resolution times, product adoption, and retention.
- Set up and manage our support infrastructure, including ticketing, shared customer channels, help center, and reporting.
- Act as the primary point of contact for our brand customers, responding to support requests across email, Slack, and calls, and owning each issue through to resolution.
Skills and qualifications- 4+ years of experience in customer support, customer success, implementation, or operations, preferably in a leadership position or as an early hire at a B2B SaaS company.
- Strong data analysis skills and comfort working with messy customer data in spreadsheets. SQL knowledge is a plus.
- Strong communication skills with a knack for clear, direct, and compassionate customer communication, including being precise about who owns what when several parties are involved in an issue.
- Tech-savvy with the ability to quickly learn new systems. Exposure to tools like QuickBooks, NetSuite, Cin7, Fishbowl, Shopify, ShipHero, Extensiv, or SPS Commerce is a plus, as is enthusiasm for using AI tools in your own workflow.
- Experience working directly with small and mid-sized business operators (B2B) and in a high-growth startup environment is a plus.
- Passionate about CPG, emerging food and consumer brands, supply chain, or applied AI.
- Experience in CPG, wholesale, supply chain, or logistics is a strong plus. Familiarity with purchase orders, EDI, retailer and distributor compliance, 3PLs, or LTL and parcel freight will help you ramp quickly.
LocationThis is an in-person role in Brooklyn, NY.
BenefitsBase salary range of
$90,000 - $120,000 plus meaningful equity 
