Customer Success Manager (Courier)

Easyship is revolutionizing logistics for eCommerce. With our all-in-one cloud based shipping software, businesses of all shapes and sizes have the tools needed to scale globally. At Easyship we believe in accelerating borderless commerce. We’re proud that a diversity of small business owners, crowdfunding campaigns, and global brands trust Easyship as their gateway to the world. To learn more about us click here.

Job Title: Customer Success Manager
Reports to: Head of Customer Success
Location: Canada (Remote)
Key Relationships: Sales team, Marketing team, Product team, Operations team

Job Purpose: 

Easyship is seeking a motivated Carrier expert to own the daily health and performance of our key Global Carrier partnerships, including USPS, UPS, and FedEx. You will be a vital link between our carriers and internal teams working collaboratively to troubleshoot issues, monitor performance, and ensure our merchants receive a reliable, high-quality shipping experience. In this role, you'll develop a deep understanding of the logistics ecosystem, and your contributions will directly influence the success of team-wide projects and initiatives.

What you’ll do:

• Manage the day-to-day relationship with a portfolio of carrier partners to ensure satisfaction and service quality.
• Serve as the main point of contact for resolving daily operational issues and inquiries.
• Track key performance indicators (KPIs) for assigned carriers, identifying and reporting on trends or problems.
• Act as a bridge between internal teams and carrier partners to ensure technical solutions are stable and aligned with the merchant journey.
• Maintain clear and up-to-date documentation for carrier workflows and standard operating procedures.
• Support projects aimed at improving carrier performance, documentation, and internal tools.

Who you are:

• Experience: 1-3 years of experience in a relevant field such as logistics, supply chain, e-commerce operations, or partner/account management.
• Relationship Management: Proven ability to build and maintain professional relationships with external partners, vendors, or clients.
• Communication Skills: Excellent written and verbal communication skills, with the ability to clearly explain issues and solutions to both internal and external stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills, with a talent for identifying the root cause of an issue and driving it to resolution.
• Organizational Skills: Highly organized with strong attention to detail, capable of managing multiple tasks and maintaining accurate documentation.
• Analytical Aptitude: Comfortable working with data to track performance, identify trends, and create reports. Proficiency in spreadsheet software (Microsoft Excel, Google Sheets) is essential.
• Team Collaboration: A proactive team player with experience working cross-functionally with departments like Product, Customer Support, or Operations.

Desirables:

• Direct experience working at or with shipping carriers (e.g., DHL, FedEx,UPS, local postal services).
• Experience with technical concepts, such as API integrations, and the ability to discuss them at a high level.
• Familiarity with CRM software and project management tools (like Jira).
• Experience participating in or preparing for formal partner meetings, such as Quarterly Business Reviews (QBRs).
• Knowledge of international shipping regulations and customs procedures.

What you’ll get:

• Competitive Equity Package: Earn more than just a competitive salary. Receive equity shares to gain wealth as the company grows.
• Dental Insurance: Your health and well-being is important to us!
• Gym & Wellness Reimbursement: Training for a big race? Don’t sweat it. We offer gym reimbursement for all employees.
• Generous Vacation Policy: We think time off is essential… and we encourage it!
• Duvet Day: Perfect for those cold winter days, when you don’t want to escape the warmth of your bed!
• Mental Health Day: You deserve a day off! A chance to recharge and enjoy ‘Me Time’
• 4 weeks of ‘Work from Anywhere’: Whether you’re working from the beautiful beaches in the Bahamas or by the fireplace on your ski trip in Switzerland - just make sure to send us a picture!
• Professional Development: We’re here to help you hit your career goals to help get you where you want to be.
• Flexible Working: We offer you an autonomous environment to perform at your highest level!

Headquartered in London with offices in New York, Hong Kong, Singapore, Melbourne, Toronto, Bangalore, and Taipei – our team is global and growing. We encourage you to apply if a challenge excites you. Come and join the Easyship team!

Easyship is an equal opportunity employer. We make all employment decisions—recruiting, hiring, pay, benefits, training, promotion, leave, and separation—based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, veteran or military status, citizenship, or any other characteristic protected by law.