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Client Services Leadership:
- Lead, mentor, and develop the Client Services organization with a high-accountability, merchant-first culture.
- Establish service standards, SLAs, and scalable workflows for onboarding, support, and account management.
Onboarding & Implementation:
- Own scalable onboarding frameworks to ensure successful merchant launches and time-to-value goals.
- Coordinate across Integrations, Checkout, CRM, and Payments to improve speed and consistency.
Technical Escalations & Support Operations:
- Lead resolution of critical escalations and platform incidents with severity management and root-cause analysis.
- Improve documentation and communication between technical and client-facing teams.
Metrics, Reporting & Operational Strategy:
- Build dashboards for client health, churn, NPS, and operational efficiency.
- Identify opportunities for automation and AI-assisted support.
Phoenix Ecommerce Technologies
We are the Autonomous Commerce Platform for DTC Founders, unifying storefronts, checkout, payments, and operations with AI agents. We have 8-figure ARR growing 100%+ YoY, strong unit economics, and are backed by experienced operators.