1. Client Support & Escalation Management

• Serve as the primary POC for client inquiries, support requests, and escalations.
• Manage and resolve support tickets efficiently, ensuring a 90% One-Touch Resolution Rate.
• Conduct structured root cause analysis on recurring issues — going beyond the immediate fix to build preventive systems, playbooks, and escalation paths that reduce repeat incidents.
• Handle critical escalations that could impact fulfilment, brand reputation, or financials — including multi-stakeholder situations where both internal teams and clients are resistant or in conflict.
• Define and own clear escalation frameworks: know when to absorb, when to escalate, and how to build a business case when neither side will budge.

2. Account Success Management

• Build strong merchant relationships and serve as their trusted advisor — prioritising long-term trust over short-term appeasement.
• Monitor fulfilment SLAs (e.g., on-time dispatch, order cancellations) through active dashboard management and defined KPI thresholds, not reactive reporting.
• Design and implement proactive service gap interventions before they surface as client complaints or SLA breaches.
• Conduct Monthly & Quarterly Business Reviews (MBRs & QBRs) that go beyond reporting — delivering data-backed recommendations, continuous improvement proposals, and operational experiments.
• Identify upselling and cross-selling opportunities, driving revenue growth through new services, channels, and markets.
• Adapt communication style and negotiation approach based on client profile — especially when managing difficult, high-pressure, or emotionally escalated stakeholders.

3. Operational Excellence & Process Improvement

• Own the identification and execution of process improvement initiatives — not just flagging issues but driving measurable change with before/after outcomes.
• Apply structured improvement methodologies (e.g., root cause analysis, Lean, continuous improvement cycles) to reduce operational failures and drive efficiency.
• Build and maintain operational playbooks, SOPs, and performance dashboards that enable the team to act faster and smarter during high-volume or crisis periods.
• Demonstrate personal ownership of at least one operational transformation per account cycle — whether process redesign, automation identification, or data-driven workflow improvement.

4. Contract & Billing Management

• Ensure all services align with contract agreements, rate cards, and SLAs.
• Validate invoices, track payments, and follow up on overdue collections.
• Update shipping rates to reflect carrier price changes and ensure billing accuracy.
• Identify opportunities for contract renewals and service expansions.
• Manage re-contracting and proactively engage merchants before contract expiry.

• 4+ years in Customer Success, Account Management, or Operations — preferably in e-commerce, logistics, fulfilment, or 3PL environments.
• Demonstrated experience owning fulfilment KPIs (e.g., fulfilment rate, SLA %, order accuracy) with a clear understanding of thresholds and response protocols.
• Track record of personally driving operational improvements — not just identifying issues, but owning resolution with measurable outcomes.

• Familiarity with process improvement frameworks (Lean, root cause analysis, continuous improvement cycles) and how to apply them in fast-moving environments.
• Experience building or managing operational dashboards, SOPs, or performance playbooks.
• Comfortable operating in high-ambiguity, multi-front crisis scenarios — not just steady-state account management.

• Strong negotiation skills with the ability to manage difficult clients, push back where necessary, and articulate "why not" without damaging the relationship.
• Ability to adapt communication style across different stakeholder profiles — from irrational or emotionally charged clients to resistant internal teams.
• Skilled at building business cases and escalation paths when resolution requires senior intervention.

• Proficiency in Excel and data analysis; experience with CRM tools, ticketing systems, and reporting dashboards.
• Exposure to automation tools, BI platforms (e.g., Power BI, Tableau, Looker), or process improvement tech is a strong advantage.

• Annual Bonus

• 25 days leave.

• Health Insurance.

• Generous equipment allowance.

• Annual L&D support.