Customer Onboarding Support Manager

You will be the primary point of contact for new retail partners joining the QLS ecosystem. You will lead the cross-border technical integration process, ensuring client systems communicate seamlessly with the logistics network. You will blend technical troubleshooting, project management, and relationship-building skills to guide partners through API integrations, ERP connections, and system configurations. You will act as the project lead for new client launches, resolve technical issues as the first line of defense, monitor early-stage shipping performance, gather partner feedback to drive product improvements, and create technical guides and FAQs to help partners use the platform independently.

Responsibilities

• Lead the end-to-end technical onboarding for new clients, guiding them through API integrations, ERP connections, and system configurations
• Act as the project lead for new client launches, ensuring all operational workflows from labeling to customs documentation are correctly established
• Serve as the first line of defense for technical issues, resolving data transmission errors, tracking discrepancies, and platform bugs
• Monitor early-stage shipping performance for new accounts to ensure they meet Quince's standards of speed and reliability
• Collect partner feedback on platform usability and technical hurdles, collaborating with the Product and Engineering teams to drive system improvements
• Create and maintain technical guides and FAQs to empower partners to use the QLS platform independently

Requirements

• Bachelor's degree in Supply Chain Management, Information Systems, Business Administration, or a related field
• 3+ years of experience in Customer Success, Technical Support, or Operations within E-commerce, SaaS, or Cross-border Logistics
• Strong understanding of API integrations, EDI, and ERP systems (e.g., NetSuite, SAP)
• Proficiency in data analysis tools (Excel, SQL) is a plus
• Familiarity with international shipping regulations, customs clearance processes, and last-mile delivery networks
• Exceptional verbal and written communication skills in English and Mandarin
• Ability to explain complex technical concepts to non-technical stakeholders
• A customer-first attitude with the ability to thrive in a fast-paced, high-growth startup environment