Customer Service Manager - International Logistics
at US Based Retail-tech platform
Headquartered in San Francisco, CA our client is an online marketplace that offers high quality sustainable fashion at altogether low prices. It is a pioneer in the manufacturer to consumer (M2C) retail model where factories produce inventory on demand and ship directly to the customers, thereby eliminating environmental and financial wastages.
The company has raised $14.5 MM in seed funding and partners with over 30 manufacturers around the world and is founded by seasoned entrepreneurs and technology leaders who come from institutions like IIT Bombay and Stanford GSB.
As a Customer Service Manager - International Logistics, you will be responsible for ensuring a strong customer experience from order placement to final delivery.
What you will do:
- Hiring, training and managing a growing team of customer service representatives to create an unbeatable customer experience
- Achieving a 2 hour response time during business hours
- Conducting 1:1 feedback sessions with customer service representatives every 2 weeks
- Retaining star performers
- Managing out underperformers
- Managing all the logistics issues and maintaining the SLA
- Daily reporting on the performance of carrier
- Scheduling and managing shifts
- Managing training, invoices and materials for new hires
- Making recommendations on full-time offers post-training period
- Monitoring customer and internal customer question queue
- Answering customer emails a week to maintain a close understanding of customer issues
- Stepping in as full-time CS representative when needed
- Responding to escalations across the customer care team with availability at all hours
- Reporting weekly metrics to management
- Editing and create macros, tags and rules to improve data capture and response time
- Liaising with vendors and returns warehouse as needed
- Creating and executing communication plan during any issue affecting large sets of customers
- Identifying customer experience improvements, tech issues, vendor issues and prioritizing based on financial impact
Desired Candidate Profile
What you need to have:- BA/ BSc degree or relevant experience (e.g. Logistics industry or Apparel Industry)
- 3-5+ years of experience as Logistics CSS Manager
- A focus on execution, problem-solving, improving processes and brand enhancement
- High curiosity
- Openness to considering new perspectives
Shubham Vishwakarma
Full Stack Developer - Averlon
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Role Overview
We are seeking a highly skilled and innovative AI Engineer to join our dynamic team. In this role, you will design, develop, and deploy cutting-edge artificial intelligence (AI) solutions, leveraging advanced machine learning (ML) techniques and AI frameworks to address complex business challenges. You will work closely with cross-functional teams to build intelligent systems and drive innovation, with a focus on implementing and optimizing modern AI technologies such as Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), and AI Agents.
Key Responsibilities
AI Model Development
- Design, develop, and optimize AI solutions, including LLMs, RAG architectures, and Graph-based RAG systems, tailored to specific business needs.
- Develop and fine-tune models for tasks such as Natural Language Processing (NLP), Computer Vision, and Reinforcement Learning (RL).
Prompt Engineering and AI Agents
- Work with prompt optimization to enhance LLM-based responses for specific use cases.
- Develop autonomous AI agents capable of completing multi-step tasks with minimal human intervention.
Data Processing and Management
- Collect, clean, preprocess, and organize datasets for effective AI and ML model training and evaluation.
- Leverage graph databases and vector stores for efficient data retrieval in AI-driven systems.
Algorithm Selection and Optimization
- Choose and implement appropriate algorithms, considering constraints such as scalability, interpretability, and real-time deployment requirements.
- Conduct hyperparameter tuning and optimization experiments to maximize model efficiency and accuracy.
Deployment and Integration
- Deploy AI/ML models in production-grade environments, ensuring scalability, reliability, and seamless integration with existing systems.
- Implement model monitoring pipelines to ensure performance consistency over time.
Research and Development
- Stay abreast of the latest trends and advancements in AI and ML technologies, such as transformer architectures, diffusion models, and multi-modal AI.
- Experiment with emerging tools like LangChain, Hugging Face, and OpenAI APIs to innovate solutions.
Collaboration and Knowledge Sharing
- Work closely with data scientists, software engineers, and product managers to define project requirements and deliver impactful AI solutions.
- Document workflows, processes, and findings to enable knowledge sharing and continuity across teams.
Required Qualifications
Education
- Bachelor’s or Master’s degree in Computer Science, AI, Data Science, Engineering, Mathematics, or a related field.
Experience
- Minimum 3+ years in AI/ML roles with a proven track record in building and deploying AI-driven solutions.
Technical Proficiency
- Proficiency in Python and AI/ML frameworks like TensorFlow, PyTorch, scikit-learn, or Keras.
- Experience working with LLMs, transformers, and generative AI tools.
- Familiarity with cloud platforms such as AWS, Google Cloud, or Azure, including AI-focused services like SageMaker and Vertex AI.
- Knowledge of vector databases (e.g., Pinecone, Milvus, Weaviate) and graph databases for RAG systems.
Analytical Expertise
- Strong understanding of advanced statistical methods, mathematical concepts, and probabilistic models.
- Ability to analyze and interpret data for actionable insights and model improvements.
Soft Skills
- Exceptional problem-solving and critical-thinking abilities.
- Strong communication skills to effectively collaborate with cross-functional teams.
- Adaptability to a fast-paced, innovation-driven environment.
Preferred Qualifications
- Hands-on experience with LangChain, Hugging Face Transformers, or OpenAI API integrations.
- Expertise in specialized AI domains like multi-modal learning, conversational AI, and prompt engineering.
- Contributions to open-source AI projects or publications in recognized AI/ML conferences or journals.
- Familiarity with deploying AI Agents in production systems.
What We Offer
- Competitive Compensation & Benefits aligned with your experience and the impact you bring.
- Opportunity for Growth in a rapidly expanding B2B SaaS company.
- Cutting-Edge Technology & Projects in the WhatsApp Business API and Click to WhatsApp Ads space.
- Collaborative Work Environment that fosters innovation, learning, and career development.
- Flexible & Inclusive Culture, where every team member has a voice and the chance to make a significant impact.
- 8+ years of experience in Vertex
- Hands on consulting experience on SAP Indirect Taxes / Taxes on Sales & Purchase
- Must have fundamental knowledge / understanding on Indirect tax regulation and standard within CE, NAM, LATAM
- Must have implementation & support experience on Vertex O series On Demand.
- Mush have knowledge on integration of Vertex with other system like SAP S/4HANA, Ariba, Concur etc
- Experience in Automobile industry preferable.
- Customize Vertex settings to support business-specific tax needs and scenarios.
- Perform regular system checks and updates to maintain tax compliance and accuracy.
- Analyze current tax processes and recommend improvements to enhance efficiency and accuracy.
- Work closely with finance, IT, and compliance teams to ensure smooth integration and operation of tax automation systems
- Strong understanding of SAP modules (e.g., SAP FI, SAP SD, SAP MM, etc.) and their integration with Vertex.
Skills and Experience
-
Experience in Process documentation, process mapping and process optimization.
-
Understanding of Software Development Life Cycle
-
Auditing / project facilitation / SQA skills
-
Knowledge and work experience in frameworks like Agile, Lean Six Sigma, Project management, IT services management, Design Thinking etc. will be an added advantage.
-
Exposure to CMMI processes is an added advantage
-
Prior participation as Appraisal Team Member in a CMMI appraisal is an added advantage
-
CMMI V2.0 Certified Associate certification is an added advantage
-
Development/ project work experience/background is an added advantage
Support at Exotel is different. The goal is not just to deliver help to our customers, but to deliver happiness. It's not the same questions over and over again, and often involves researching/understanding the business side of how companies use our platform to build their communication applications and help accordingly.
Providing time-sensitive help to meet the customer’s needs during each interaction is of utmost importance.
About us
Exotel is one of Southeast Asia’s largest cloud telephony companies. Our aim is to change the way enterprises look at customer communication. We build the best in class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo,Lazada, Redmart, to name a few.
We are a young company with humble beginnings in 2011 that grew from a 3 member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, 3.2 billion business SMS powered. Read our 2018 growth story https://2018.exotel.com/">here.
About the Role
Customer Happiness is one of our key differentiators. In this role you will be the customer champion for Exotel, thrive to create great customer experience while responding to customer inquiries, resolving their queries and ensure all the agreed SLA’s are met consistently. In this role, you will be working with internal and external stakeholders with high level of ownership on your deliverables with customer first approach.
What we are looking for?
- You're empathetic to customers and can easily put yourself in their shoes. You listen and understand well. You’re smart and know that not everyone comes with the same skill sets and help people whether they are technically inclined or not. Your job is to make the customer feel empowered and happy after each interaction.
- You love solving problems and have the ability to provide solutions to technical problems that customers face. You never give up when you don't know the answer right away.
- You have dual qualities of time management, patience and ability to speak to customers with confidence and conviction.
- You write well. You know exactly what word or punctuation to use based on the context.
- As we are an API driven company, you either know how applications are built using APIs or have a keen interest to learn.
Why should you join us?
- You want to be an enabler for business success with an appetite for steep learning.
- You enjoy mentoring and coaching teams, take pride in teams success.
- You enjoy solving problems and thrive for excellence
What will you do?
- You’ll be our Product Champ in all areas. Providing solutions to different problems of clients by taking help of different internal tools, coordinating with Tech Support (this is one team with whom you’ll be working the most), Network operations, Customer Success, Product and Finance teams.
- You'll work one-on-one with customers, helping them to get the most out of Exotel. You might wing unplanned Skype calls and live screen-shares apart from answering phone calls and responding to emails.
- Ensure that all the related notes/ call comments are properly documented and suitable information is provided to clients.
- Maintain our https://support.exotel.in/support/home" target="_blank">knowledge base site. Write, edit and help create content whenever necessary.
- We work 24*7, considering we now are expanding geographically. We expect you to be comfortable working in rotational shifts (you’ll be working from home during nights and over weekends, though)
Python
Django
Flask
PostgreSQLFulfil’s software engineers develop the next-generation technologies that change how millions of customer orders are fulfilled by merchants. Our products need to handle information at massive scale. We're looking for engineers who bring fresh ideas from all areas into our technology.
As a senior software engineer, you will work on our python based ORM and applications that scales to handle millions of transactions every hour. This is mission critical software and your primary focus will be building robust and scalable solutions that are easy to maintain.
In this role, you will be collaborating closely with the rest of the team working on different layers of infrastructure in an international environment. Therefore, a commitment to collaborative problem solving, sophisticated design, and quality product are important.
What You’ll Do:
- Own definition and implementation of API interfaces (REST and GraphQL). We take pride in our 100% open API with over 600 endpoints.
- Implement simple solutions to complex business logic that enables our merchants to manage financials, orders and shipments across millions of transactions.
- Build reusable components and packages for future use.
- Translate specs and user stories into reviewable, test covered patches.
- Peer review code and refactor existing code.
- Integrate with our eCommerce partners (Shopify, BigCommerce, Amazon), shipping partners (UPS, USPS, FedEx, DHL) and EDI.
- Manage Kubernetes and Docker based global deployment of our infrastructure.
Requirements
We’re Looking for Someone With:
- Experience working with ORMs like SQLAlchemy or Django (2-3 years)
- Experience with SQL and databases (Postgres preferred)
- Experience in developing large server side applications and microservices
- Ability to create high quality code
- Experience with python testing tools (pytest) and test automation
- Familiarity with code versioning tools like GIT
- Strong sense of ownership and leadership quality
- Experienced in the tools of our web stack- Python, Celery, Postgres, Redis, RabbitMQ
Nice to Haves:
- Prior experience at a growth stage Internet/Software company
- Experience with ReactJS, Google Cloud, Heroku
- Cloud deployment and scaling experience
Spring BootPostgreSQL- 2-3 years of experience in development using core Java, Spring Boot Framework
- Should have knowledge of Design Patterns
- Working knowledge of RDBMS like PostGreSQL
- Having worked with tools like bitbucket, Jenkins, Jira etc would be an added advantage
- Should have good analytical and problem solving skills
- Experience in multi-threaded server side Java programming
- Working knowledge on web services.
- Working knowledge on hibernate and springs framework.
- Experience in writing SQL queries.
- Should have worked in SDLC environment.
- Good communication skills.
- Experience in working effectively within a team
HTML/CSS
Adobe Illustrator
NodeJS (Node.js)
React.js
Javascript
MongoDB
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Full Stack Developer - Averlon