Join a venture backed growth stage start-up, in hyper growth mode, disrupting the massive 7.5T+ global shipping and cross border ecommerce space. Our mission is to make every brand a global brand, by making international shipping and returns easy, affordable and friction-free to 220+ countries. We power the world’s fastest growing, enterprise scale brands and 3PLs worldwide. Work with a stellar team that is leading the industry on supply chain innovation, is committed to our customers’ and partners’ success, fast-paced and collaborative team environment, with plenty of opportunity to learn and grow.

This individual will be responsible for driving the operational success of our business by technically programming, connecting and optimizing the tools/systems used for marketing, sales, operations and customer success. In addition to your technical acumen, you will also analyze financial, sales, marketing and operational data across the business. This person is expected to transform and leverage data from multiple sources to create actionable reports and dashboards in support of decision-making across the CX organization. They will also be responsible for optimizing internal business processes through standardized playbooks and automation to drive efficiency across the organization.

Key responsibilities

• Build and refine Salesforce CRM. You have hands-on super powers to ensure Salesforce works for the business – especially sales, marketing and customer success
• Manage and improve system integrations and data synchronization across our tech stack (e.g. Salesforce, Planhat, PowerBI, Zendesk, Redshift, Hubspot). You are the technical lead to ensure all systems are working for each business objective. Important to conduct periodic audits to ensure data accuracy and consistency.
• Analyze merchant financial and operational data to identify trends, performance gaps, and opportunities for growth or risks for churn.
• Maintain an organized and structured database to ensure efficient and accurate data retrieval, reporting, and historical tracking.
• Extract, clean, and transform data from various internal and external sources to generate actionable insights for decision-making.
• Develop and maintain automated reports and dashboards using SQL, Power BI, and / or CRM tools to equip the CX team with real-time, data-driven insights.
• Automate and optimize customer success operations and business workflows, focusing on onboarding, merchant QBRs, support case trends, and churn management.
• Collaborate with Product, Sales, Marketing and Network Operations Teams to provide data-driven recommendations for process improvements and customer engagement strategies.
• Design and implement KPI frameworks to measure customer success, retention, operational efficiency, and customer experience metrics.
• Perform root cause analysis on customer pain points, support escalations, and operational inefficiencies to recommend improvements.
• Continuously propose customer engagement strategies through data-driven insights to improve retention and satisfaction.
• Partner with various functions to create, maintain, and distribute standard operating procedures (SOPs) across Customer Success, Support, and other departments.
• Support strategic initiatives, including process automation, tech stack enhancements, and the development of scalable data models for the CX team.

• 3-5+ years of proven technical experience with Salesforce.com and other core sales, marketing and success systems like Hubspot, PlanHat and Zendesk. Experience in configuring and managing data synchs across the CRM platforms.
• Proficiency in writing and optimizing SQL queries to extract, filter and manipulate data from MySQL and Redshift databases.
• Ability to join multiple data sources, aggregate data and implement complex filtering, subqueries and mathematical / operational logic.
• Expertise in Excel functions for data analysis, including the ability to create complex formulas for data transformation. Proficiency in pivot tables and charts, enabling the organization and summarization of large datasets to extract meaningful insights.
• Proficiency in PowerBI with a strong understanding of data model relationships and transformation with Query Editor
• Experience with revenue and funnel forecasting and churn analysis.
• Strong problem-solving, communication, and project management skills.
• Proven experience in data-informed automation, process optimization, and playbook creation across customer journeys.
• Excellent problem-solving skills and ability to make decisions based on accurate and timely analyses.
• High level of integrity and dependability with a strong sense of urgency and results-orientation.
• Experience in supply chain, transportation or third party logistics, preferred.
• Degree in Data Science, Engineering or related field.