Job Description
Job DescriptionJob Title: Fulfillment & Customer Support ManagerLocation: Washington, D.C. (Onsite)Salary: $100K/yr
About the Role
We’re looking for a Fulfillment & Customer Support Manager to join our clients’ growing team and help build the backbone of their operations from the ground up. This person will play a critical role in managing our fulfillment center processes, overseeing 3PL partnerships, and ensuring a seamless customer experience from order to delivery. As one of the early hires, this role requires a hands-on leader who can establish structure while remaining flexible in a fast-moving startup environment.Responsibilities
- Oversee daily fulfillment operations, including order processing, shipping, returns, and inventory management
- Manage 3PL and logistics partners, ensuring SLAs are met and customer satisfaction remains high
- Develop and implement policies, procedures, and best practices for fulfillment and customer support
- Lead and mentor the associate-level fulfillment/customer support team
- Work cross-functionally with ecommerce and office management teams to align on product launches and customer needs
- Track and report on KPIs such as fulfillment accuracy, delivery times, and customer satisfaction
- Help shape the overall customer service strategy, including communication standards and escalation processes
Qualifications
- 5+ years of experience in fulfillment, logistics, and/or customer support roles
- Previous experience managing 3PL partners and high-volume order processing
- Strong problem-solving and organizational skills; thrives in building new systems from scratch
- Excellent communication skills and customer-first mindset
- Startup or high-growth environment experience preferred
What’s in it for You
- Lead and shape the fulfillment and customer support function at a brand-new company, with the freedom to design processes that scale.
- Take full ownership of your department, with the ability to make strategic decisions that directly impact growth and customer experience.
- Your work will be front and center as we build the foundation of our operations. Expect direct exposure to senior leadership and cross-functional partners.
- As the brand grows, you’ll have the chance to grow your team and advance your leadership scope.
- Thrive in a fast-paced culture where creativity, efficiency, and resourcefulness are celebrated.
- Collaborate across ecommerce, brand, and operations, playing a key role in ensuring customers have a seamless journey from order to delivery.
- Be part of a brand that values customer connection and experience as much as the product itself.