Director Shopify Chat Jobs (NOW HIRING)

About Grip:

Grip is redefining cold-chain logistics for direct-to-consumer (DTC) eCommerce brands. Founded in 2022 by former ButcherBox executives, Grip combines advanced technology with a nationwide fulfillment network to optimize the shipping of perishable goods. Our proprietary Smart Logistics Engine analyzes over 25 million data points daily—including weather patterns, carrier performance, and real-time temperatures—to make intelligent, package-level shipping decisions. Grip's Pulse Order Management System (OMS) offers real-time inventory tracking, batch traceability, and seamless integration with platforms like Shopify. This end-to-end solution provides brands with complete visibility and control over their supply chain, eliminating the need for multiple third-party tools. With strategically located temperature-controlled fulfillment centers, Grip can reach over 80% of the U.S. population within 24 hours. Our mission is to empower DTC brands to scale efficiently by providing innovative logistics solutions tailored to the unique challenges of shipping.

About the Role:

In this role you're the voice and advocate of our clients — the person who makes sure every interaction with Grip is smooth, proactive, and positive. If you enjoy ownership, collaboration, and turning challenges into great client experiences, we'd love to meet you.

Why this job matters

You're an extension of your client's operations team: partnering with them and ours to think through problems together and deliver the best possible support and account management.

What you'll own

• The relationship. You own the account for a portfolio of DTC brands — the strategic point of contact across chat, email, and calls. They should see you as the person managing their business with us, not just answering when they reach out.
• Staying ahead of risk. You monitor performance and flag anything that could affect performance before the client has to ask. No surprises is the standard.
• Driving resolution across the floor. You work directly with operations and warehouse teams at our fulfillment centers, representing the client's priorities internally and pushing projects and issues to close.
• Projects, start to finish. Onboarding new brands, recurring reporting, claims, and renewal prep — including tracking contract terms and surfacing opportunities to grow the account or improve service.
• Turning data into strategy. You track on-time delivery, thaw incidents, and cost savings, then use what you find to shape how the account is run — not just report the numbers back.
• Thinking ahead for your clients. You work autonomously to identify better ways to run each account — whether that's an inventory position change, a carrier network adjustment, or a process fix — and bring the idea forward with the data to back it up.

Tools you'll use

Pulse (our OMS), Shopify and other client-side integrations, Front CRM, Asana, Microsoft 365, Databricks, Power BI, Claude, and spreadsheets. You don't need prior experience with any of these — you need to be the kind of person who learns a new system quickly.

What you bring

• 0–3 years in logistics, supply chain, customer service, client experience, or account management. Internships count.
• Writing the client trusts — clear enough to land a hard update, credible enough that they don't need to double-check you.
• Organized under pressure. You hold multiple accounts and threads without dropping details.
• Ownership of outcomes, not just requests — you drive a hard problem to resolution instead of handing it off.
• Comfortable pulling insight from data, even without an analytics background.
• Comfort working across teams that don't sit at your desk.

Bonus, not required

• Time at a 3PL, fulfillment operation, or cold-chain business.
• Asana or similar project tools experience.
• Spreadsheets or dashboards beyond the basics.
• Experience with BI tools (Power BI, Tableau, etc.)
• Familiarity with Shopify or DTC eCommerce

Equal Employment Opportunity Statement: Grip is an equal opportunity employer, dedicated to complying with all applicable non-discrimination laws. We are committed to providing an inclusive workplace environment, where all employees and applicants are treated with

respect and without discrimination based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, age, disability, genetic information, or any other characteristic protected by law.