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FlavorCloud is hiring a Customer Support Leader to help us build a support function that doesn’t just resolve issues—it prevents them. We provide a managed cross-border shipping service for ecommerce brands, and our support team is a critical part of our operational success.

In this role, you’ll be a hands-on expert contributor while also taking responsibility for team performance, process improvement, and operational readiness. You’ll dive deep into complex cases (customs holds, returns-to-sender, failed deliveries, Shopify integration issues), while also designing workflows that proactively flag and resolve issues before they become problems.

You should have deep empathy, sharp logistics instincts, and a background in 3PL, shipping operations, or ecommerce fulfillment. And you’ll need to think beyond the support queue—this role is equal parts support expert, process owner, and operational problem-solver.

Location - India

What You'll Do

Individual Contributor

• Provide high-touch, technically sound support to ecommerce merchants via Zendesk.
• Heavily utilize Shopify and carrier platforms (DHL, UPS, FedEx, Asendia, etc.).
• Proactively monitor shipments and orders to flag and resolve issues—such as bad addresses, customs delays, RTS events, and fulfillment exceptions.
• Work across PowerBI, Microsoft DevOps, and internal tools to surface patterns, troubleshoot workflows, and suggest improvements.
• Personally handle complex and high-priority support cases that require cross-functional coordination or logistics-specific knowledge.
• Contribute to internal SOPs, knowledge base articles, and customer-facing documentation.

Team Leadership & Process

• Lead by example, mentoring peers with humility and sharing your expertise to help the team grow.
• Monitor key support metrics (CSAT, SLA adherence, resolution time, ticket trends) and provide insight to internal stakeholders.
• Improve support workflows, escalation paths, and documentation to drive efficiency and consistency.
• Build systems and playbooks for proactive support interventions—particularly across the order and shipping lifecycle.
• Act as a key partner to Customer Success, Network Operations, Product, and Partnerships, ensuring front-line insights help shape cross-functional decisions.

• 4+ years in customer support.
• 2+ years in shipping ops or fulfillment logistics—ideally within a B2B ecommerce or managed services environment.
• Proven track record as a top-performing IC—you enjoy solving problems directly, not just managing others who do.
• Strong familiarity with ecommerce operations, especially order fulfillment, international shipping, and returns handling.
• Comfortable with tools like Zendesk, Shopify, Microsoft DevOps, PowerBI, and carrier tracking systems.
• Proactive mindset with strong process instincts—you look for patterns, dig into root causes, and design better systems.
• Exceptionally low-ego and collaborative—you lead through service, not status.
• Excellent communicator with strong organizational and analytical skills.
• Available working hours that overlap with U.S. business time zones

Strongly Preferred

• Familiarity with how Shopify and 3PLs interact from both a support and operational standpoint.
• Experience in or supporting cross-border shipping, international logistics, or customs compliance.
• Exposure to carrier systems, SLAs, customs events, and fulfillment exceptions.
• Experience creating or contributing to proactive support strategies in a managed service model.