Customer Support Specialist

FENIXCOMMERCE AI-Powered Shipping Intelligence & Delivery Experience Platform Customer Support Specialist Location Noida, India Employment Type Full-Time Work Hours US Business Hours Department Customer Success About FenixCommerce FenixCommerce is a leading AI-powered shipping intelligence and delivery experience platform serving enterprise ecommerce and omnichannel brands. We help top-tier retailers maximize order revenue while minimizing fulfillment costs through intelligent delivery optimization, carrier rate shopping, and post-purchase tracking. Our customers include major brands like Vuori, Bombas, Steve Madden, Saatva, and Hot Topic.

Founded in 2017, we're backed by experienced leadership with deep roots in logistics, retail, and ecommerce innovation. Role Overview We're seeking an exceptional Customer Support Specialist to join our Customer Success team from our Noida office. This role bridges technical product expertise with white-glove customer service, supporting enterprise clients who rely on FenixCommerce to optimize their shipping operations.

You'll engage with sophisticated ecommerce operations teams, understand complex fulfillment challenges, and deliver data-driven solutions that directly impact P&L performance. This is a US hours position (9 AM–6 PM EST / 6:30 PM–3:30 AM IST), ideal for candidates who thrive in global, asynchronous environments. Key Responsibilities • Provide technical and strategic support to enterprise customers on delivery optimization, carrier selection, and post-purchase experience optimization • Analyze customer shipping and fulfillment data using analytics tools and AI-powered insights to identify revenue and cost optimization opportunities • Guide customers through successful platform implementation, configuration, and ongoing optimization • Conduct quarterly business reviews with customer stakeholders, presenting performance metrics and actionable recommendations • Collaborate with Product and Engineering teams to provide customer feedback and identify feature requests • Leverage AI agents and automation tools to streamline support workflows and enhance response quality • Own customer satisfaction metrics and proactively identify at-risk accounts for early intervention Required Qualifications • MBA from a top-tier institution with emphasis in Sales, Marketing, or Business Strategy • Exceptional written and verbal communication skills in English; ability to explain complex technical concepts in clear, accessible language • Demonstrated expertise in data analysis, including proficiency with SQL, Excel, or analytics platforms (e.g., Tableau, Looker) • Hands-on experience with AI agents, automation tools, or prompt engineering in a professional context • 2+ years of B2B SaaS customer success, account management, or customer-facing technical support experience • Strong problem-solving ability and intellectual curiosity about ecommerce, logistics, and fulfillment operations • Comfort with US hours work schedule and ability to manage meetings across time zones Preferred Qualifications • Experience in ecommerce, retail operations, or logistics industries • Familiarity with shipping platforms, carriers, or fulfillment systems (FedEx, UPS, Amazon Logistics, 3PLs) • Experience using Salesforce, HubSpot, or similar CRM systems • Basic understanding of Python, Shopify APIs, or enterprise integrations • Proven track record of driving customer retention and expansion revenue • Experience with advanced AI agents (LLM-based tools, ChatGPT plugins, or proprietary agent frameworks) Work Schedule & Logistics This role operates on US business hours (9 AM–6 PM EST / 6:30 PM–3:30 AM IST).

Candidates should be comfortable with evening work hours and have demonstrated ability to thrive in global, distributed teams. We support flexible scheduling within the US hours window and offer wellness support for shift work. Successful candidates will be based in or relocating to the Noida office.

How to Apply Interested candidates should submit their profile (resume, cover letter, and contact information) to: • akhilesh@fenixcommerce.com • nivedita.nandini@fenixcommerce.com In your cover letter, please include a brief example of how you've used data analytics or AI tools to solve a customer problem or drive business impact. Also mention your comfort level with US hours work schedule. FenixCommerce is an Equal Opportunity Employer