Emerging Blue, Inc.
Fulfillment & Customer Support Manager
Emerging Blue, Inc., Washington, District of Columbia, us, 20022
Overview
Fulfillment & Customer Support Manager Location: Washington, D.C. (Onsite) Salary: $100K / yr About the Role
We’re seeking a Fulfillment & Customer Support Manager to build our operations and customer care function from the ground up. This is a hands-on leadership role where you’ll design and implement scalable systems that ensure every order and customer interaction runs smoothly. You’ll set up processes, select tools, and guide a growing team while also rolling up your sleeves when needed. Responsibilities
Build and manage fulfillment operations (order flow, inventory tracking, shipping, returns) directly in our warehouse facilities. Implement Shopify integrations, inventory management systems, and customer support software to support scale. Define and optimize workflows for order processing, carrier selection, shipping, and tracking. Develop customer support processes, including platform setup and escalation standards. Partner with the ecommerce manager on launches, returns, and product-related feedback. Provide leadership and mentorship to the associate-level team. Advise leadership on expansion decisions (e.g., adding fulfillment centers, shifting to a 3PL). Track and report on KPIs: fulfillment accuracy, delivery times, returns, and customer satisfaction. Qualifications
7–10 years of progressive experience in fulfillment, logistics, and / or customer support. 3+ years in management, overseeing teams and full warehouse or service center operations. Proven success implementing systems / software (Shopify, support platforms, WMS, etc.). Experience making strategic operations decisions (warehousing, carriers, 3PL evaluation). Strong leadership and mentoring skills; thrives in fast-moving startup environments. What’s in it for You
Lead and shape the fulfillment and customer support function at a brand-new company, with the freedom to design processes that scale. Take full ownership of your department, with the ability to make strategic decisions that directly impact growth and customer experience. Your work will be front and center as we build the foundation of our operations. Expect direct exposure to senior leadership and cross-functional partners. As the brand grows, you’ll have the chance to grow your team and advance your leadership scope. Thrive in a fast-paced culture where creativity, efficiency, and resourcefulness are celebrated. Collaborate across ecommerce, brand, and operations, playing a key role in ensuring customers have a seamless journey from order to delivery. Be part of a brand that values customer connection and experience as much as the product itself.
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Fulfillment & Customer Support Manager Location: Washington, D.C. (Onsite) Salary: $100K / yr About the Role
We’re seeking a Fulfillment & Customer Support Manager to build our operations and customer care function from the ground up. This is a hands-on leadership role where you’ll design and implement scalable systems that ensure every order and customer interaction runs smoothly. You’ll set up processes, select tools, and guide a growing team while also rolling up your sleeves when needed. Responsibilities
Build and manage fulfillment operations (order flow, inventory tracking, shipping, returns) directly in our warehouse facilities. Implement Shopify integrations, inventory management systems, and customer support software to support scale. Define and optimize workflows for order processing, carrier selection, shipping, and tracking. Develop customer support processes, including platform setup and escalation standards. Partner with the ecommerce manager on launches, returns, and product-related feedback. Provide leadership and mentorship to the associate-level team. Advise leadership on expansion decisions (e.g., adding fulfillment centers, shifting to a 3PL). Track and report on KPIs: fulfillment accuracy, delivery times, returns, and customer satisfaction. Qualifications
7–10 years of progressive experience in fulfillment, logistics, and / or customer support. 3+ years in management, overseeing teams and full warehouse or service center operations. Proven success implementing systems / software (Shopify, support platforms, WMS, etc.). Experience making strategic operations decisions (warehousing, carriers, 3PL evaluation). Strong leadership and mentoring skills; thrives in fast-moving startup environments. What’s in it for You
Lead and shape the fulfillment and customer support function at a brand-new company, with the freedom to design processes that scale. Take full ownership of your department, with the ability to make strategic decisions that directly impact growth and customer experience. Your work will be front and center as we build the foundation of our operations. Expect direct exposure to senior leadership and cross-functional partners. As the brand grows, you’ll have the chance to grow your team and advance your leadership scope. Thrive in a fast-paced culture where creativity, efficiency, and resourcefulness are celebrated. Collaborate across ecommerce, brand, and operations, playing a key role in ensuring customers have a seamless journey from order to delivery. Be part of a brand that values customer connection and experience as much as the product itself.
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