What you'll focus on
1. Team Leadership
- Lead, coach, and develop a team of Warehouse Escalation Specialists who manage on-the-ground support tickets and operational issues.
- Set clear performance expectations, workflows, and service standards for ticket ownership, response times, resolution quality, and customer communication.
- Monitor team performance against key metrics, including ticket response time, resolution time, backlog, customer satisfaction, and Resolution Rate target.
- Ensure Warehouse Escalation Specialists investigate, answer, and resolve tickets efficiently by coordinating with warehouse, fulfilment, inventory, shipping, and operations teams.
- Review complex or high-impact cases, provide guidance on resolution paths, and take ownership of critical escalations when issues may affect fulfilment, brand reputation, customer experience, or financials.
- Identify recurring issues and use ticket trends, root cause analysis, and team feedback to improve processes, SOPs, and escalation workflows.
- Conduct regular one-on-ones, team check-ins, coaching sessions, and performance reviews to build a high-performing and accountable team.
- Ensure consistent documentation, handovers, and communication between the escalation team and internal stakeholders.
2. Client Support and Escalation Management
- Serve as the primary point of contact for merchant inquiries, support requests, service issues, and escalations.
- Act as the bridge between merchants and the Warehouse Escalation Specialist team and Operations team, ensuring client concerns are translated into clear operational actions.
- Oversee the timely and accurate resolution of support tickets, ensuring merchants receive clear updates and appropriate follow-through.
- Manage critical escalations that could affect fulfilment, inventory availability, delivery performance, brand reputation, or financial outcomes.
- Identify root causes of issues and work cross-functionally with warehouse, fulfilment, customer support, and operations teams to prevent recurrence.
- Communicate incident updates, recovery plans, and preventive actions to merchants and internal stakeholders.
- Use support data and recurring ticket themes to recommend improvements to service delivery, workflows, and merchant experience.
3. Account Success Management
- Build strong merchant relationships and serve as a trusted advisor on fulfilment performance, operational health, and service improvements.
- Monitor fulfilment SLAs, including on-time dispatch, order accuracy, inventory availability, ticket resolution, and order cancellations, and proactively address service gaps.
- Ensure operational activities, service delivery, and billing practices comply with contract terms, rate cards, SLAs, and SOPs.
- Conduct Monthly Business Reviews and Quarterly Business Reviews to analyze sales trends, fulfilment performance, shipping efficiency, support trends, operational risks, and financials.
- Translate operational and support insights into practical recommendations that improve merchant outcomes and retention.
- Identify upselling and cross-selling opportunities, driving revenue growth through new services, channels, and markets.
- Develop and maintain account action plans for strategic merchants, including service recovery, process improvement, and growth initiatives.
4. Contract and Billing Management
- Ensure all services align with agreed contract terms, rate cards, SLAs, and operational procedures.
- Validate invoices, investigate billing discrepancies, track payments, and follow up on overdue collections in partnership with Finance.
- Update shipping rates to reflect carrier price changes and ensure billing remains accurate and commercially sound.
- Partner with internal teams to resolve contract, pricing, billing, and service-level issues raised by merchants.
- Identify opportunities for contract renewals, service expansions, and improvements to commercial terms.
- Manage re-contracting activities and proactively engage merchants ahead of contract expiry.
- Maintain accurate account records, commercial documentation, and renewal timelines in the CRM or relevant systems.
What you bring
- 4+ years of experience in Customer Success, Account Management, Operations, or a related field, preferably in e-commerce, logistics, fulfilment, or warehouse operations.
- Experience managing, coaching, or supervising a frontline operations, customer support, warehouse escalation, or ticket-resolution team.
- Strong understanding of ticket management, operational escalations, fulfilment processes, and cross-functional issue resolution.
- Demonstrated ability to lead teams responsible for resolving on-the-ground warehouse and fulfilment issues.
- Strong problem-solving skills with a proactive, structured, and solutions-oriented mindset.
- Ability to manage escalations calmly, prioritize competing issues, and drive cases through to resolution.
- Experience using ticket data and root cause analysis to identify trends and improve processes.
- Excellent communication and relationship-building skills, with the ability to work effectively with merchants and internal teams at different levels.
- Experience managing contracts, SLAs, billing reconciliation, rate cards, renewals, and commercial discussions.
- Proficiency in Excel, CRM tools, ticketing systems, and operational reporting tools.
- Comfortable working in a fast-paced environment where customer experience and operational execution are closely connected.
This is a full-time role with the following work arrangement options:
- Warehouse-based: Report to the Cabuyao, Laguna warehouse five days a week.
- Hybrid: Report to the Cabuyao, Laguna warehouse at least twice a week and work from the Makati office on the remaining workdays.
Additional on-site attendance at the warehouse may be required depending on operational and business needs.
What you'll get
You'll become part of a diverse team that's globally distributed. We are a business that's been built in the post-pandemic era, with each employee being given the flexibility to create and build in their space.
We are meritocratic and believe in the potential of our employees, we look to go further each time and develop as a team.
In addition to an exceptional culture, fostered by 3 great founders you'll also get the following;
Annual Bonus
25 days leave.
Health Insurance.
Macbook.
Annual L&D support
Please limit to one application
We believe diversity and representation are key to creating not only a great product but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you.
