Hypercare Manager

Job description

Experience: 3+ years in Logistics, E-commerce Fulfillment, or Supply Chain Management, with a proven track record of managing structured client stabilization or multi-phase post-onboarding programs Reports to: Head of Customer Success Management About Portless: Portless is redefining how DTC and e-commerce brands manage their supply chains. By shipping directly from our Shenzhen fulfillment center to customers in 55+ countries, we help brands unlock faster cash flow, reduce inventory risk, and deliver a fully localized experience — without the traditional 3PL complexity. We move fast, and our clients expect the same from us. About the Role: The Hypercare Manager owns the post-onboarding experience at Portless. You will serve as the dedicated owner of every merchant relationship from Day 1 through graduation from Hypercare to Customer Success Management — replacing the current fragmented, multi-team handoff model with a single, structured stabilization program. You will orchestrate cross-functional QC across Billing, Operations, Implementations, Tier 2, Product & Engineering, and Sales, ensuring merchants reach stable, confident scaling before transitioning to lifecycle CSM ownershi...