Founding Customer Lead: Build Our CX Engine (Equity)

Jampack; New York, Northern (NY, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Jampack in Brooklyn, NY seeks a Customer Lead to own the end-to-end customer experience. You will build the customer function from the ground up, define playbooks, tooling, and processes, and lead cross-functional collaboration with founders, engineering, and product.

You will shape the customer journey, resolve issues quickly, and implement scalable workflows that affect every customer interaction. This early role defines how Jampack shows up for customers.

Qualifications

• 4+ years of experience in customer support, success, implementation, or operations.
• Strong data analysis skills and comfort with messy customer data in spreadsheets; SQL is a plus.
• Strong communication skills with clear ownership when multiple parties are involved.
• Tech-savvy and quick to learn new systems; experience with AI tooling is a plus.
• Experience with B2B SaaS, especially in early startup settings.
• Passionate about CPG, consumer brands, supply chain, or applied AI.
• Experience in CPG, wholesale, supply chain, or logistics is a strong plus.

Responsibilities

• Build scalable playbooks, SOPs, a customer help center, and internal docs using AI tooling.
• Scale the customer function by hiring and training additional team members as needed.
• Understand customer needs and translate insights into roadmap priorities with product/engineering.
• Track, analyze, and report on support metrics like response and resolution times, adoption, and retention.
• Set up and manage our support infrastructure: ticketing, channels, help center, and reporting.
• Act as the primary contact for brand customers across email, Slack, and calls, guiding issues to resolution.

Skills

Customer leadership

Data analysis

SQL knowledge

Communication skills

Tech-savvy

B2B SaaS experience

CPG interest

Tools

QuickBooks

NetSuite

Cin7

Fishbowl

Shopify

ShipHero

Extensiv

SPS Commerce

Job description

Jampack in Brooklyn, NY seeks a Customer Lead to own the end-to-end customer experience. You will build the customer function from the ground up, define playbooks, tooling, and processes, and lead cross-functional collaboration with founders, engineering, and product.

You will shape the customer journey, resolve issues quickly, and implement scalable workflows that affect every customer interaction. This early role defines how Jampack shows up for customers.