Highline Commerce

Onboarding Specialist

Company: Highline Commerce
Location: Brooklyn, NY - On-site, 5 days/week at Industry City (67 34th Street, Brooklyn, NY 11232)
Employment Type: Full-Time
Pay: $70,000–$80,000/year, with room for performance bonuses and upside

About Highline Commerce
Highline Commerce is a technology-driven, Brooklyn-based third-party logistics (3PL) provider built for early-stage e-commerce brands. We handle warehousing, fulfillment, inventory, returns, software integrations, and international shipping, so founders can stop worrying about operations and get back to growing. We are a direct-extension of their operations team, and consider ourselves a part of their team.
What that means in practical terms: someone starts a business in their apartment selling a physical product on a website, but based in NYC. If they start to have success, very quickly they will need to move out of their apartment and into a warehouse in order to store and ship their items. It makes a LOT more sense to outsource this work vs. trying to do it themselves, as they'll save a lot of money. Most 3PLs (third party logistics businesses) don't want to take on early stage brands, primarily focusing their efforts on brands that are already established. That leaves a huge gap in service for ecommerce founders - specifically those based here in New York. We are built to help out those founders.

Here's the part that matters, and why we're hiring for this role: we've doubled every single year we've been in business. We have closed over 50 new brands in 2026 alone, with zero paid marketing and zero outbound sales. Every customer found us through word of mouth. We're one of the fastest-growing logistics companies in the country, and we genuinely need the help. Some of that growth is from new business, and an equal or larger part of it is from those same early-stage brands continuing to grow rapidly.

We have supported hundreds of e-commerce brands, and we're proud of the company we keep: names like Flaus, Snowe, Bembien, Fulton, Tom's Perfect 10, Alldae, Subset, Debra Lee collection, and Ruadh, alongside recognizable partners like Delta Airlines (our largest client last year), Datadog, Hugging Face, White Castle, and Coca-Cola. Head to highlinecommerce.com to see the full wall of brands we work with (and watch the video on the homepage).

We're headquartered at https://industrycity.com/ in Brooklyn, two subway stops in and a 15-minute ride from downtown Manhattan, with additional facilities in Atlanta (added in 2024) and Dayton, OH (added in 2025).

Before you apply, do your homework. Pick a few of the brands above and look them up. Then read these two pieces from our founder to understand who we are and how we think. If our story resonates, that instinct to dig in is exactly what we're looking for:

• Everyone's Starting a Business. Logistics Hasn't Caught Up. - the digital side of entrepreneurship scaled incredibly fast; the physical side hasn't. (highlinerichard.substack.com/p/everyones-starting-a-business-logistics)
• Why Most 3PLs Don't Want to Work with Small Businesses - the origin story of starting a 3PL in 2020, the economics behind why most 3PLs reject small brands, and why we went the opposite way. (highlinerichard.substack.com/p/why-most-3pls-dont-want-to-work-with)

We're a startup in hypergrowth, and we build the plane while we fly it
Being direct about what this is. Highline is a startup in hypergrowth mode. We are figuring things out as we go, building the plane while we're flying it, and we need someone who finds that energizing rather than stressful. We're problem solvers, decision makers, and doers.

We're also relentlessly tech-forward. Highline is often the very first client and design partner for emerging tech companies building the future of logistics, from Ultra.tech (one of the world's first humanoid warehouse robots) to https://www.getparsel.com/ (next-generation multi-carrier shipping) and other venture-backed startups. You'll have a front-row seat to technology most warehouses won't touch for years.

If you want to join something stable and fully figured out, this isn't it. If you want to learn a tremendous amount, fast, while working directly with the best NYC ecommerce founders every single day, keep reading.

The Role
We're hiring an Onboarding Specialist to own the client onboarding experience as we scale. Your primary role will be Onboarding. You will be the person who turns a newly signed brand into a confident, fully launched Highline customer. You will gather the requirements, set up any/all automations, ensure the team is clear on packaging and packout, help the client with any technology needs, assist with opportunities to improve / make suggestions, and be the point of contact for the first few months to ensure everything flows smoothly. The clients will love you, buy you stuff / give you free products, and in turn - you will take care of them within Highline. You'll take care of them primarily from the tech perspective, but you will definitely have some hands on support - covering anything and everything they need to onboard with us effectively.
Your secondary role will be the first point of escalation after handoff. Brands have an Account Manager and Operations Manager, as well as day-to-day support staff, but when questions arise that require more investigation or more delicate handling, you will step in. This could be both external or internal. If it's serious, time-sensitive, or you cannot figure it out (or are busy with Onboarding), you will escalate to the executive team. Today, there is no buffer between the day-to-day team and the C-suite, so we want this role to assist here. We all wear a lot of hats, and this role will wear exactly 2. What we've found - the person doing onboarding naturally does a lot of troubleshooting and problem solving, so this is a natural piece of the role.

This sits at the intersection of operations, account management, and sales. You'll work directly with our founder (CEO) and chief of staff, help define this role from the ground up, and make a visible impact on the company's trajectory.

No logistics experience? No problem.
We will train you. You do not need a background in 3PL, fulfillment, or supply chain. What you do need: to be a genuinely fast learner (especially with software and technical platforms), a real people person who's comfortable talking directly to clients, and someone who takes ownership and runs with it.
Helpful: personal entrepreneurial experience, ecommerce experience, or a strong desire to learn both.

What You'll Do

• Own the end-to-end onboarding of new brands, from signed agreement through their first few weeks / couple months until they're fully operational
• Learn our core systems inside and out (Packiyo WMS, our billing platform Rails, and related integrations like Faire, among others) and become the go-to expert
• Serve as the first technical point of contact for brands and internal teammates, resolving issues before they escalate
• Work directly with our Sales team and help shape how onboarding fits into the broader client journey
• Build onboarding plans, timelines, and documentation that set each brand up for success
• Create sustainable / scalable systems, along with management, for onboarding at scale
• Coordinate across operations, account management, and leadership for smooth handoffs and launches
• Spot recurring pain points and improve our onboarding process over time
• Track onboarding progress and share insights with leadership

What We're Looking For

• A college degree, OR 2+ years of relevant work experience
• Customer-facing experience is a major plus
• A genuine people person, comfortable speaking directly to clients and prospects
• A fast learner who picks up new software quickly and can explain it clearly to others
• Highly organized and detail-oriented, able to juggle multiple onboardings at once
• A proactive problem-solver who takes full ownership and thrives in a fast-paced, growing environment
• Experience with a WMS, billing platform, or similar operational software is a plus (not required)

Why Highline
We don't want to just fill this role. We want someone who reads this and wants to be along for the ride.

• We're one of the fastest-growing logistics companies in the United States. We've doubled in size each of the last three years, opening new facilities in 2024 (Atlanta) and 2025 (Dayton, OH), and most recently expanding our footprint at Industry City, the largest industrial complex in NYC by square footage. We're now one of its top 10 tenants, in the same conversation as the Brooklyn Nets, NYU, and the City of New York.
• You'll get in before the Series A. We're preparing to raise our Series A, which means joining now is a real opportunity to grow with the company from an early, meaningful stage.
• You'll work directly with our founder, Richard. He leads our sales team, writes the Substack pieces above, and closes the majority of our inbound himself. He built this from the ground up. For the right person, learning the business shoulder-to-shoulder with the founder (and our chief of staff) is the kind of access you simply don't get at a bigger company.
• You'll work with genuinely cool people all day. Our clients are ambitious e-commerce founders building brands you'd actually want to buy from. You'll learn directly from them, and from us. Not only are they ecommerce founders - they are NYC Founders. Some of the coolest companies in the world were and are started in New York.
• You'll help shape a critical role and make a visible, lasting impact on where the company goes next.
• You will have plenty of opportunity for growth, since you're joining a rocket ship.
• 14 days PTO + 11 paid national holidays.

This is a full-time, on-site role, five days a week at our Industry City warehouse in Brooklyn. If that works for you, we'd love to hear from you.

Highline Commerce is an equal opportunity employer. All applicants will be considered without discrimination on the basis of race, religion, national origin, age, sex, marital status, disabilities, gender identity or expression, sexual orientation, veteran status, or any other characteristic protected by law. We celebrate diversity and are committed to creating an inclusive environment for all employees.