Technical Account Manager - Ecommerce Fulfillment

ShipSquared; Dallas (TX); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

On-site in Dallas (Addison)

Bonus eligibility

Job summary

ShipSquared is seeking a Technical Account Manager in the Dallas area to own client relationships and manage technical onboarding. You will participate in onboarding calls, set up stores, provisioning API access, and connect carrier integrations while coordinating with our development team on issues.

You will monitor orders, inventory, and integrations, respond quickly, and document playbooks to scale onboarding.

Qualifications

• 2+ years in ecommerce operations, 3PL account management, fulfillment, or a similar client facing logistics or systems support role
• Hands-on experience working inside a warehouse management system, an order management platform, or ecommerce backends
• Comfort with technical setup work: connecting integrations, reading API documentation, configuring software
• Strong analysis skills to uncover root causes and implement preventative fixes
• Strong written communication; most client contact happens in writing
• High ownership and proactive approach; you identify problems before they are reported
• Ability to work on site at our Dallas area facility five days a week

Responsibilities

• Join onboarding calls as the technical and account management voice, answering integration, portal, billing setup, and workflow questions live
• Own new client onboarding end to end: kickoff, onboarding timeline, store connections, portal training, and go live
• Serve as the primary point of contact for a portfolio of ecommerce brands across email, Slack, and WhatsApp
• Resolve escalations with root-cause follow through, coordinating with warehouse operations
• Manage and develop one direct report on the client support team
• Connect and troubleshoot API integrations with Shopify, Amazon, TikTok Shop, and other sales channels
• Stand up new carrier integrations and shipping software connections
• Sync client Shopify stores and clean up product catalogs
• Own product data accuracy in our systems (SKU, barcode, product, weight, and dimension)
• Manage day-to-day WMS operations in ShipHero: client account configuration, store assignments, catalog accuracy, receiving workflows
• Proactively hunt for issues in orders, inventory, and integrations
• Monitor client email/portal channels, triage issues, and communicate progress
• Field platform bug reports and coordinate fixes with developers
• Build and maintain client-facing documentation: onboarding guides, SOPs, FAQs
• Time from signed agreement to first order shipped
• First response time on client inquiries
• Integration cycle time from kickoff to live

Skills

Ecommerce operations

3PL account management

Warehouse management system

API integration setup

Technical problem solving

Written communication

Proactive ownership

Tools

ShipHero

Extensiv

Packio

ShipStation

Shopify Admin

Amazon Seller Central

TikTok Shop Seller Center

Job description

ShipSquared is a fast-growing, technology-enabled supply chain platform headquartered in Dallas and built for the world’s most ambitious direct-to-consumer brands. With fulfillment and warehousing operations across Dallas, Shenzhen, and Hong Kong, supported by global freight forwarding and product sourcing, we give brands everything they need to move products from factory to customer through one trusted partner. By combining world-class execution, proprietary technology, and an uncompromising commitment to our clients, ShipSquared is redefining what an end-to-end supply chain partner can be and rapidly becoming the platform of choice for some of the world’s fastest-growing brands.

The role

As Technical Account Manager, you are the technical owner of the client relationship and the person locked in on all things computer at ShipSquared. Your job sits at the intersection of account management and systems work: you join onboarding calls to answer both technical and account questions, then you personally execute the setup that gets a brand live, and you stay on as their primary point of contact. You will work daily inside our warehouse management system, our in house all in one ecommerce operations platform, and our clients' sales channels (Shopify, Amazon Seller Central, TikTok Shop), connecting stores, provisioning API access, standing up new carrier integrations, and keeping product data clean. You are also our first line of proactive defense: you monitor client email, hunt for issues before clients report them, field portal bug reports, and coordinate directly with our development team through resolution. You will manage one direct report handling day to day client support, and you will turn what you learn into documented playbooks so onboarding runs on process rather than tribal knowledge. Twelve months in, success looks like this: every new client goes from signed agreement to shipping orders through a smooth onboarding you run end to end, integrations connect in days rather than weeks, and clients get answers within the hour.

What you'll do

Client onboarding and account management

• Join every onboarding call as the technical and account management voice, answering integration, portal, billing setup, and workflow questions live
• Own new client onboarding end to end: kickoff, onboarding timeline, store connections, portal training, and go live
• Serve as the primary point of contact for a portfolio of ecommerce brands across email, Slack, and WhatsApp, maintaining fast response times
• Resolve client escalations with root cause follow through, working directly with warehouse operations to close the loop
• Manage and develop one direct report on the client support team

Systems, integrations, and data

• Connect and troubleshoot API integrations with Shopify, Amazon, TikTok Shop, and other sales channels, including provisioning API access and coordinating with client developers and third party agencies
• Stand up new carrier integrations and shipping software connections as we expand the network
• Sync client Shopify stores and clean up Shopify product catalogs so orders flow correctly
• Own product data accuracy in our systems: SKU, barcode, product, weight, and dimension entry, plus pallet and bin location entry in our platform
• Manage day to day WMS operations in ShipHero: client account configuration, store assignments, catalog accuracy, and receiving workflows

Proactive monitoring and support

• Proactively hunt for issues in orders, inventory, and integrations before clients notice them
• Monitor client email and portal channels, triage incoming issues, and keep clients informed through resolution
• Field platform bug reports, reproduce and document them, and coordinate with our developer through fix and verification
• Build and maintain client facing documentation: onboarding guides, SOPs, and FAQs

How we will measure success

• Time from signed agreement to first order shipped
• First response time on client inquiries
• Integration cycle time from kickoff to live

What you'll need

Required:

• 2+ years in ecommerce operations, 3PL account management, fulfillment, or a similar client facing logistics or systems support role
• Hands on experience working inside a warehouse management system, an order management platform, or ecommerce backends (ShipHero, Extensiv, Packio, ShipStation, Shopify admin, or comparable)
• Comfort with technical setup work: connecting integrations, reading API documentation, configuring software, and troubleshooting when something breaks. You do not need to write code
• Strong analysis skills to uncover the root cause of an issue and put a preventative fix in place, not just a patch
• Strong written communication. Most client contact happens in writing and your messages represent the company
• High ownership and a proactive approach: you find problems before they are reported
• Ability to work on site at our Dallas area facility five days a week

Preferred:

• Direct experience with ShipHero, Extensiv, Packio, ShipStation, Shopify Admin, Amazon Seller Central, or TikTok Shop Seller Center
• Experience at a 3PL serving DTC ecommerce brands
• Experience onboarding clients onto software or logistics platforms
• Experience training users and writing end user documentation
• Experience managing or mentoring a direct report

Compensation and benefits

• $65,000 to $85,000 base salary, based on experience
• Eligible for performance bonus
• Full time, on site in the Dallas area (Addison)
• Direct exposure to every part of a fast growing supply chain company, reporting to the CEO
• Real ownership: you will build the processes this company scales on

ShipSquared is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.