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 AM6 PM EST / 6:30 PM3:30 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 AM6 PM EST / 6:30 PM3:30 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