Jetpack
Jetpack is a strategic logistics partner for fast growing ecommerce companies. With a focus on unparalleled client care and next-gen technology, Jetpack provides services across two key streams:
1. end-to-end global warehousing + fulfillment, and
2. final mile strategy + shipping solutions.
Jetpack is a fast-paced startup environment, and you’ll be a key member of this exciting, growing team.
Role Overview
Jetpack is looking for a Client Care Specialist to support the growing number of amazing ecommerce brands on our roster. Supported by our Accounts & Operations Manager, you will provide real-time responses and communications with our clients via slack and email, ensuring they’re supported with daily activities and issues surrounding: inventory, receiving, fulfillment, picking and packing orders, tracking, escalations, technical hiccups, returns, etc.
The ideal candidate for this role has exceptional written and verbal communication skills, a keen sense of urgency, a natural instinct to go the extra mile, a knack for proactivity, and relentless problem-solving skills! You’re the type of person who can ‘hold down for the fort’, handle multiple open items and inquiries at once, and you’re not afraid to get into the weeds to solve a problem, or pick up the phone to make sure a client is taken care of. You love working with other people, your camera is always on by default for video calls, and people are drawn to your positive, can-do attitude.
This is definitely a “notifications on” type of role, and you must be able to address issues in real-time with efficiency and accuracy.
Who You Are
- Your written communication never sounds like a canned response, it sounds like you. You communicate in plain language and avoid formal phrases and jargon. You take something complicated and make it easy to understand.
- You're operationally curious. You want to know how the system works, not just how to use it. You naturally ask "why does this work this way?" and "what would make this better?"
- You can hold multiple things in your head clearly. Switching between clients, platforms, and issues doesn't faze you. You stay organized and show initiative to be sure nothing falls through the cracks.
- You can put yourself in someone else's shoes to communicate empathetically and clearly. You read between the lines, interpret questions in context, and give answers people can actually act on.
- You're a self-starter with a bias towards action. When you spot a messy process or a gap in documentation, you fix it or flag it, you don't wait to be asked.
- You're hungry to grow in your career. You want a mentor, you take feedback seriously, and you find genuine satisfaction in challenges that help you grow.
Roles and Responsibilities
- Provide day-to-day support for client issues the moment they arise, managing their expectations and responding promptly to any issues or alerts related to receiving, warehousing, fulfillment, shipping, and customer care
- Work with our Accounts & Operations Manager to coordinate communications across departments
- Working directly with our service provider partners and internal support contacts in order to troubleshoot issues quickly and advocate for our clients
- Support the onboarding experience – from meetings between our clients and our onboarding support staff, to learning the platform, receiving, fulfilling, shipping, and beyond
- Support our brands via video and phone calls around navigating platform/dashboard issues
- Excited to challenge and improve our current methods / operations to find smarter and faster ways of doing and organizing things
Experience
- Experience in customer care or operations
- Experience with data-oriented tasks, reporting, analytics, spreadsheets, etc.
- Experience in either the logistics/shipping industry, or in D2C ecommerce
- Strong computer skills with excellent typing speed, grammar, and communication skills. Ideal candidates are proficient with Slack, Google Suite (Docs/Sheets/Meet), Microsoft Excel/Teams, and generative AI.
- Bonus points if you have experience in 3PL software, Shopify, WMS systems, ShipStation, inventory management tools, data analysis tools, or other shipping/logistics management tools
The Opportunity
- Compensation range: $55,000 - $65,000 CAD annual salary
- Fully remote position, use of your own work computers and devices expected
- Availability Monday - Friday, full-time hours where fast response-time is your first priority
- 2 weeks vacation allowance (per year)
Pay: $55,000.00-$65,000.00 per year
Application question(s):
- Do you have at least 2 years of experience in e-commerce, logistics, or operations?
Work Location: Remote
