Customer Onboarding Manager

Responsibilities

• Lead end-to-end technical onboarding for new clients, guiding them through API integrations, ERP connections, and system configurations
• Act as project lead for new client launches, ensuring 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 (Order-to-Delivery) for new accounts to ensure they meet Quince’s high standards of speed and reliability
• Collect partner feedback on platform usability and technical hurdles, collaborating with Product and Engineering teams to drive 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)
• Familiarity with international shipping regulations, customs clearance processes, and last-mile delivery networks
• Exceptional verbal and written communication skills in English and Mandarin
• Customer-first attitude with the ability to thrive in a fast-paced, high-growth startup environment

About the Company

Quince is a direct-to-consumer retailer founded in 2018 that leverages technology, AI, and just-in-time manufacturing to offer high-quality essentials at radically low prices. The company partners with world-class manufacturers across the globe and serves millions of customers with a focus on sustainability and transparency.