Founding Customer Lead: Build Scalable CX in Brooklyn

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

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.