Founding Customer Experience Lead — Equity & Growth

jampack-ai; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Equity

In-person role in Brooklyn

Job summary

Jampack, a Brooklyn-based startup building AI-native wholesale operations, is hiring a Customer Lead to own the customer experience end to end. You will shape the function from the ground up, implement new tooling, and create scalable processes in a fast-growing environment.

You will lead cross-functional collaboration with founders, engineering, and product, establishing standards for how the company supports customers and prioritizes improvements based on learnings from customers.

Qualifications

• Experience leading a customer function in a B2B SaaS context is expected.
• Strong data analysis skills and ability to work with messy data in spreadsheets.
• Clear, compassionate communication with multiple stakeholders.
• Familiarity with AI tooling and rapid learning of new systems.
• Experience with small to mid-sized business operators and high-growth startups.

Responsibilities

• Build scalable customer playbooks, SOPs, and a self-service help center using AI tooling.
• Scale the customer function as the company grows, including hiring and training.
• Translate customer needs into product roadmaps with engineering and product teams.
• Track and report customer health metrics, response times, and retention.
• Set up and manage support infrastructure, ticketing, and channels.
• Be primary contact for brand customers across email, Slack, and calls, resolving issues.

Skills

Customer support

Data analysis

SQL

Communication

B2B SaaS

AI tooling

Startup experience

Colleague coordination

Tools

QuickBooks

NetSuite

Cin7

Fishbowl

Shopify

ShipHero

Extensiv

SPS Commerce

Job description

Jampack, a Brooklyn-based startup building AI-native wholesale operations, is hiring a Customer Lead to own the customer experience end to end. You will shape the function from the ground up, implement new tooling, and create scalable processes in a fast-growing environment.

You will lead cross-functional collaboration with founders, engineering, and product, establishing standards for how the company supports customers and prioritizes improvements based on learnings from customers.