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About the Role
We 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 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
- Build playbooks for scaling, including SOPs, a customer help center, and internal documentation, utilizing AI tooling.
- Implement strategies to scale the customer function, including hiring and training team members.
- Develop a deep understanding of customer needs and pain points, collaborating with product and engineering to inform roadmap priorities.
- Track, analyze, and report on support and customer health metrics.
- Set up and manage support infrastructure, including ticketing, shared customer channels, help center, and reporting.
- Act as the primary point of contact for brand customers, responding to support requests and owning issues through to resolution.
Requirements
- 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.
- Strong communication skills with a knack for clear, direct, and compassionate customer communication.
- Tech-savvy with the ability to quickly learn new systems.
- 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.
Skills
- SQL knowledge is a plus.
- Exposure to tools like QuickBooks, NetSuite, Cin7, Fishbowl, Shopify, ShipHero, Extensiv, or SPS Commerce is a plus.
- Enthusiasm for using AI tools in your own workflow.
Location
- Brooklyn, NY
Work Type
- In-person
Experience Level
- Leadership position or early hire at a B2B SaaS company
- High-growth startup environment
Salary/Compensations
- $90,000 – $120,000
Benefits
- Meaningful equity
About the Company
- Jampack builds AI agents that run wholesale operations, replacing spreadsheets, email chains, and manual data entry with automated workflows.
- We power brands like Fishwife, immi, and PATH, handling everything from purchase orders and freight coordination to invoicing and payment reconciliation.
- We’ve raised a $3.2M seed round led by Maveron, Timber Grove Ventures, and industry operators.
- We’re a small team working closely with customers to build the AI-native operating system for wholesale.