Hypercare Manager

1 hour, 45 minutes ago
Full-time
Senior
Customer and Technical Support
Portless

Portless

Portless is a direct fulfillment platform and third-party logistics (3PL) provider based in Shenzhen, China. It specializes in helping eCommerce brands ship orders directly from Asian manufacturing hubs to customers worldwide. By operating a 170,000 sq. ft. fulfillment center near factories, Portless significantly reduces lead times to as little as 5-6 days, offering a domestic-like experience for international shipments. The company provides a range of services, including direct fulfillment with local packaging and custom branding, and delivers to over 55 countries using domestic last-mile carriers. Portless integrates seamlessly with eCommerce platforms like Shopify and WooCommerce, and offers features such as tariff deferment guidance and high pick-and-pack accuracy. With no minimum order requirements, Portless supports brands in scaling efficiently by fulfilling actual demand post-production. The company has shipped 2.9 million packages globally and is recognized for its innovative approach to logistics, helping midmarket DTC brands expand internationally.

logistics & supply chain
11-50
$18M raised

Description

  • Serve as the primary point of contact for merchants in Hypercare from first live shipment through graduation to Customer Success Management.
  • Run the four-phase Hypercare framework for Enterprise and Strategic merchants and the shorter structured program for Growth merchants.
  • Manage quality assurance across invoice accuracy, order fulfillment, SLA adherence, carrier performance, and overall merchant experience.
  • Own Phase 1 escalation triage for P1 and P2 issues and coordinate fast resolution with Tier 2 Support and other internal teams.
  • Conduct daily Phase 1 checks such as order import validation, tracking visibility, invoice accuracy, and fulfillment SLA adherence.
  • Partner with Implementations on unresolved technical issues and engage Sales on commercial adjustments or at-risk accounts when needed.
  • Lead merchant education and enablement through the Hypercare curriculum, including welcome materials, walkthroughs, billing guidance, and tracking guidance.
  • Run transition conversations and ensure lifecycle CSMs are prepared for formal handoff and graduation ownership.
  • Maintain HubSpot records for health scores, phase progress, graduation status, and revenue milestone tracking.
  • Own the at-risk merchant protocol, document root causes, and pause graduation timelines when merchant health declines.
  • Identify recurring issues from Hypercare data and help improve playbooks, onboarding materials, and the tiered support framework.
  • Support market-specific risk reduction efforts, including validated pricing, invoice clarity, and confirmed carrier mix for Australian merchants.

Requirements

  • 5+ years of project management, customer success, or account management experience.
  • Experience managing structured, multi-phase client programs.
  • 3+ years of experience in logistics, e-commerce fulfillment, or supply chain management.
  • A proven track record of managing structured client stabilization or post-onboarding programs.
  • Experience with cross-border shipping operations is strongly preferred.
  • Comfort coordinating across time zones with international operations teams in China and Vietnam.
  • Strong communication skills with the ability to translate operational issues into client-friendly messaging.
  • Detail-oriented mindset with a bias toward speed and resolution.
  • Experience with e-commerce platforms such as Shopify or WooCommerce is a plus.
  • Familiarity with HubSpot and Intercom is helpful.

Interested in this position?

Apply directly on the company website

Apply Now

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