ERP Implementation & Support (B2B Logistics SaaS)

About Shipmnts

second-largest industry in the world

Who You’ll Work With

You’ll collaborate closely with:

• Head of Product

  – to align customer needs with product direction.

• Customer Success Team

  – to plan, implement, and onboard customers.

• CEO & Leadership

  – to shape how Shipmnts delivers value to every customer.

You’ll be at the frontline of customer experience—helping logistics companies succeed with our platform.

What You’ll Do

• Customer Support & Troubleshooting

• Respond promptly to inbound calls, chats, and online support cases.
• Perform root-cause analysis, resolve issues, and escalate defects to QA/Dev teams.
• Document and communicate case resolutions clearly.
  

• Implementation & Onboarding

• Co-own end-user training, onboarding, and adoption.
• Manage

  data migration

  from legacy systems.
• Provide technical support for finance and tax compliance modules.
  

• Knowledge & Feedback

• Build and maintain a

  knowledge base

  for customer self-service.
• Capture customer feedback, highlight risks, and share ground-level insights with the product team.
  

• Continuous Improvement

• Drive process improvements for onboarding and adoption.
• Help customers realize

  tangible outcomes

  faster.
• Be the

  face of Shipmnts

  —ensuring a smooth and empathetic customer experience.

What Makes You a Great Fit

• Experience in

  Technical or Functional Support

  .
• Hands-on with

  ERP or SaaS implementations

  (especially onboarding complex workflows).
• Exposure to

  product-led environments

  .
• Bonus: Familiarity with

  accounting systems

  like Tally or ERPNext.

Who You Are

• Organized & detail-oriented

  – nothing slips through the cracks.

• Calm under pressure

  – steady and solutions-focused.

• Collaborative

  – thrives in a team environment.

• Problem-solver

  – resourceful and proactive.

• Empathetic

  – deeply care about customer success.

Basic Requirements

• Tech-savvy with strong MS Office skills (moderate to advanced Excel).
• Proficient in

  Business English

  (spoken & written).
• Formal education is

  not a prerequisite

  —we value skills, mindset, and drive over degrees.