Founding Customer Lead

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

Benefits offered by this job

Equity

Competitive base salary

Job summary

Jampack is seeking a Customer Lead to own the end-to-end customer experience and build the function from the ground up. You will work with founders, engineering, and product to resolve issues quickly, implement new tooling, and shape processes and roadmaps based on customer insights.

This is a first-of-its-kind role at a fast-growing startup; you will define the standard for customer interactions, tooling, and tone, guiding the team as it scales in the coming years.

Qualifications

• 4+ years in customer support, success, implementation, or operations.
• Strong data analysis skills; comfortable with messy data in spreadsheets; SQL a plus.
• Clear, compassionate communication; ownership in cross-functional scenarios.
• Tech-savvy; quick to learn new systems; experience with common tools.
• Experience with B2B SaaS startups and SMB operators a plus.
• Interest in CPG, consumer brands, supply chain, or AI helps.

Responsibilities

• Build the playbooks and SOPs to scale the customer function.
• Implement strategies to scale the customer function as the company grows.
• Develop a deep understanding of customer needs and turn insights into roadmap priorities.
• Track, analyze, and report on support and customer health metrics and product adoption.
• Set up and manage our support infrastructure including ticketing and help center.
• Act as the primary point of contact for brand customers across channels.

Skills

Customer support leadership

Data analysis

Strong communication

Tech-savvy

B2B SaaS experience

Tools

QuickBooks

NetSuite

Cin7

Fishbowl

Shopify

ShipHero

Extensiv

SPS Commerce

Job description

About Jampack

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.

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 is the first hire of its kind at Jampack, which makes it a defining role. Until now, our founders and engineers have supported every customer directly. You'll take that on and set the standard for how Jampack shows up for its customers: the processes, the tooling, the tone, and eventually the team. What you build in your first year will shape this function, and our customers' experience of Jampack, for years to come.

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 include

• Build the playbooks that let us scale: SOPs, a customer help center, and internal documentation, using AI tooling wherever it removes manual work.

• Implement strategies to scale our customer function as the company grows, including hiring and training additional team members as needed.

• Develop a deep understanding of customer needs, pain points, and day-to-day operations, collaborating with product and engineering to turn that insight into roadmap priorities.

• Track, analyze, and report on support and customer health metrics, including response and resolution times, product adoption, and retention.

• Set up and manage our support infrastructure, including ticketing, shared customer channels, help center, and reporting.

• Act as the primary point of contact for our brand customers, responding to support requests across email, Slack, and calls, and owning each issue through to resolution.

Skills and qualifications

• 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. SQL knowledge is a plus.

• Strong communication skills with a knack for clear, direct, and compassionate customer communication, including being precise about who owns what when several parties are involved in an issue.

• Tech-savvy with the ability to quickly learn new systems. Exposure to tools like QuickBooks, NetSuite, Cin7, Fishbowl, Shopify, ShipHero, Extensiv, or SPS Commerce is a plus, as is enthusiasm for using AI tools in your own workflow.

• 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.

Location

This is an in-person role in Brooklyn, NY.

Benefits

Base salary range of $90,000 – $120,000 plus meaningful equity