Hypercare Manager

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

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.

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 ownership.

This role is grounded in a four-phase framework (Stabilization → Enablement → Optimization → Graduation) and scales its delivery model by merchant segment — with full 60-day coverage for Enterprise and Strategic accounts, and a focused 30-day structured program for Growth merchants. You will bring rigor and accountability to an experience that directly impacts early churn, NPS at graduation, and time-to-revenue.

You will also play a critical validation role in segment assignment (Enterprise, Strategic, or Growth) and revenue recognition against forecast in the first 30–60 days.

• Serve as the primary point of contact for all merchants in active Hypercare status — enrolled within 24 hours of first live shipment and owned through formal three-way graduation sign-off.
• Run the full four-phase framework: Phase 1 (Days 1–15, Stabilization), Phase 2 (Days 16–30, Enablement & Orientation), Phase 3 (Days 31–45, Optimization), and Phase 4 (Days 46–60, Graduation) for Enterprise and Strategic merchants.
• Manage quality assurance across invoice accuracy, order fulfillment, SLA adherence, carrier performance, and overall merchant experience throughout the Hypercare window.
• Track and enforce graduation criteria for each assigned account, including a clean handoff brief covering open items, health score, expansion signals, relationship notes, and recommended next steps for the incoming lifecycle CSM.

• Lead Phase 1 escalation triage: own all P1 and P2 issues during the stabilization window, coordinating with Tier 2 Support to meet a <2-hour response target on critical escalations.
• Run daily checklists in Phase 1, including order import validation, tracking visibility, invoice accuracy, and fulfillment SLA adherence — flagging blockers proactively before merchants feel them.
• Partner with Implementations on outstanding technical items through Phase 3, and engage Sales for commercial adjustments or at-risk accounts as needed.
• Escalate Enterprise and P1-level issues to the Head of CSM and VP of CS within defined SLAs; document all escalations in HubSpot and the Handoff Brief.

• Deliver the full merchant education curriculum across the Hypercare window: Welcome Pack (Day 1), Portal Walkthrough Guide (Day 5), Invoice & Billing Explainer (Phase 2), and Order Status & Tracking Guide (Phase 2).
• Lead the Phase 2 Orientation Call and Phase 3 QBR (Hypercare Edition), including expansion readiness conversations and Onward Package Protection or OpenBorder/IEAS coverage where applicable.
• Introduce the lifecycle CSM formally during the Phase 2–3 transition and ensure they are prepared to take full ownership at graduation.

• Update HubSpot Hypercare fields weekly: health score (Green/Yellow/Red), phase completion dates, graduation status, and revenue milestone tracking.
• Own the At-Risk Merchant Protocol when health scores deteriorate: document root cause, engage lifecycle CSM, notify CS leadership, and pause graduation timelines until health recovers.
• Contribute to Q2 program KPIs: 100% enrollment rate, ≥90% graduation rate, <5% early churn, Phase 1 P1 close rate ≥95%, and NPS ≥35 at graduation.

• Identify patterns from Hypercare data — billing confusion, routing failures, tracking gaps, integration failures — and translate them into playbook improvements and proactive onboarding materials.
• Collaborate with the broader CS team to share learnings and refine the tiered framework across Enterprise, Strategic, and Growth segments.
• Support the Australia market risk reduction initiative, ensuring all Australian merchants receive Strategic/Enterprise-level coverage with validated price cards, invoice clarity, and a confirmed carrier mix of 2–3+ carriers before graduation.

• 5+ years of project management, customer success, or account management experience — ideally with ownership of structured, multi-phase client programs.
• Experience in logistics, e-commerce fulfillment, or supply chain strongly preferred; familiarity with cross-border shipping operations is a meaningful advantage.
• Comfortable coordinating across time zones with international operations teams in China and Vietnam.
• Strong communicator — able to translate operational issues into clear, client-friendly messaging that is rooted in action and builds trust early.
• Detail-oriented with a bias toward speed and resolution over process; you know when to escalate and when to close the loop yourself.
• Experience with e-commerce platforms (Shopify, WooCommerce) and fulfillment tooling is a plus; familiarity with HubSpot and Intercom is helpful.
• Ability to manage multiple high-priority accounts simultaneously across different Hypercare phases without dropping the ball.

In your first 90 days, you will have enrolled every new Q2 merchant in Hypercare, closed Phase 1 for your assigned accounts with zero unresolved P1 items, and delivered the full education curriculum to each merchant. By the end of Q2, you will have a track record of graduating merchants on time with Green health scores, a documented Handoff Brief for each account, and measurable contributions to the program’s NPS and churn targets.

This is a greenfield role. The Hypercare program you’ll run is newly formalized as of Q2 2026, which means you’ll have direct influence over how it matures — the playbook, the tooling, the KPIs, and the team structure around it. You’ll work at the intersection of operations, relationships, and product feedback, with visibility to senior CS leadership and a direct line to the outcomes that matter most: merchant retention, early revenue recognition, and a world-class onboarding experience.