Customer Support Specialist

Warehance is a modern warehouse management system (WMS) designed to help e-commerce businesses, brands, and logistics operators manage inventory, orders, shipping, fulfillment, and other warehouse operations more efficiently.

The platform supports real-world operational workflows and integrates with e-commerce and fulfillment systems, helping businesses streamline increasingly complex warehouse processes.

About the Role

Warehance is hiring a Customer Success & Support Specialist who combines strong customer-service skills with analytical thinking and technical curiosity.

This is primarily a problem-solving position. You’ll work directly with customers to understand what they’re trying to accomplish, investigate technical and operational problems, identify underlying causes, and communicate practical solutions.

Warehance emphasizes solving problems correctly rather than simply closing support tickets quickly. The role combines customer support, technical troubleshooting, customer education, product feedback, and operational problem-solving.

Key Responsibilities

• Respond to customers and take ownership of their issues through resolution.
• Investigate technical, operational, and business-related problems.
• Identify root causes rather than relying on temporary or surface-level solutions.
• Explain technical information clearly to customers with different levels of technical knowledge.
• Learn how individual customers operate and help them use Warehance more effectively.
• Troubleshoot issues involving inventory, shipping, fulfillment, integrations, and operational workflows.
• Reproduce reported problems accurately so technical issues can be properly investigated.
• Collaborate with product and engineering teams when problems require deeper technical analysis.
• Escalate bugs with clear documentation and sufficient context for engineers.
• Help customers understand appropriate workflows and operational best practices.
• Identify recurring customer problems and contribute feedback that can improve the product.
• Assist with customer onboarding and education when required.
• Help improve internal documentation, support processes, and overall service quality.

What Warehance Is Looking For

The ideal candidate is analytical, organized, detail-oriented, curious, and comfortable communicating directly with customers.

You should:

• Be an excellent written and verbal communicator.
• Enjoy helping people solve difficult problems.
• Approach troubleshooting logically and methodically.
• Remain calm and professional when customers are dealing with urgent operational problems.
• Be highly organized and attentive to details.
• Ask thoughtful questions and investigate issues thoroughly.
• Be comfortable learning technical platforms, systems, and workflows.
• Take ownership rather than waiting for someone else to solve a problem.
• Be able to translate complicated technical information into straightforward explanations.
• Work effectively and independently in a remote environment.
• Be willing to continuously learn about warehousing, inventory, fulfillment, shipping, e-commerce, and SaaS technology.

Experience with e-commerce, warehouse operations, logistics, Shopify, SaaS customer support, technical troubleshooting, or ticketing platforms is beneficial but not necessarily required.

Company Values

Warehance emphasizes five core qualities:

Integrity: Communicate honestly, accurately, and take accountability for your work.

Craft & Excellence: Pay attention to details and focus on delivering high-quality solutions rather than rushing through customer requests.

Passion: Bring genuine energy and commitment to solving customer problems.

Curiosity: Ask questions, investigate thoroughly, and develop a deeper understanding of how systems work.

Generosity: Share knowledge, help colleagues and customers, and communicate with patience and respect.