Job Description

ShipHero Fulfillment is now LVK Logistics!

At LVK, we are not just a fulfillment center; we are your dedicated partner, committed to enhancing your brand's journey and delivering unparalleled results.

We are looking for a talented professional to join our team! This is a full-time remote position with a Monday to Friday schedule from 9 am to 5 pm EST. If you are based in Latin America and eager to be part of a dynamic and innovative team, we want to hear from you.

We are seeking a Customer Success Manager (CSM), who will ensure that our clients' fulfillment needs are met with efficiency and excellence. You will provide support, handle escalations, and work closely with internal teams to optimize processes and deliver exceptional service.

Responsibilities of the Position:

• Manage customer relationships, acting as the primary point of contact for inquiries and escalations.
• Collaborate with IT and operations teams to streamline fulfillment processes to ensure customer satisfaction.
• Provide actionable insights from customer feedback to drive improvements.
• Ensuring timely and efficient resolution of customer issues.
• Monitoring and analyzing customer service metrics to improve performance.
• Handling complex or escalated customer complaints.
• Providing regular reports on customer support activities to senior management.

Position Qualifications:

EDUCATION BA/BS degree in Business Administration, Information Technology or similar, is preferred.

EXPERIENCE

• Minimum 3 years of CSM experience.
• Experience in the ecommerce fulfillment industry is preferred.

SKILLS

• Ability to read, write, and clearly communicate English.
• Excellent communication, conflict resolution and negotiation skills.
• Excellent time management and project management skills.
• High level of sound and independent judgment and reasoning.
• Able to recognize mistakes and correct your own actions.

Our Core Values:

• Do the right thing - Our employees are held to the highest standards. We act with integrity and honesty, embrace accountability, and do what’s right, even when no one is watching.
• Tenacity - We take a relentless approach in our business: We show up expecting to win every day, obsess about serving our clients and employees, and are driven by results.
• Have Fun & Be Bold - We support work-life balance and have fun while being our bold and authentic selves.
• Scrappiness - We do more with less. We are scrappy, determined, resourceful, and relentless in delivering results.

ShipHero/LVK would like to thank all applicants for their interest; however, only those selected for an interview will be contacted.

ShipHero/LVK is committed to a diverse and inclusive workplace. ShipHero/LVK is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age or any other characteristic protected by law. We are committed to providing employment accommodation in accordance with the law. If you require accommodations due to a disability at any stage of our hiring process, please notify our Human Resources Team.