Customer Onboarding Support Manager
Basis Set Ventures (Basis Set) is an AI-native venture capital fund founded in 2017 that invests in early-stage AI companies, positioning itself as the first capital for founders. The firm backs startups across automated workflows, autonomy, intelligent collaboration, and scalable infrastructure, serving early-stage AI founders and startups as its typical clients.
About Basis Set Ventures
Basis Set Ventures is an AI-native venture fund founded in 2017, built on the science of minds and machines, that recently announced its $250M Fund IV. The firm positions itself as the first institutional capital for founders and provides hands-on, 24/7 'founder concierge' support, acting as its portfolio companies' first customer, sales rep, bug reporter, and recruiter. It invests in AI-first startups spanning categories such as automated workflows, autonomy, intelligent collaboration, and scalable infrastructure, with portfolio companies including Quince, Cusp, Path Robotics, OpenArt, Entire, Tigris Data, Mem0, Vizcom, Simular, and Sakana. Basis Set also publishes original research and perspectives on topics like trucking operations, global customs, maritime transport, real estate, agriculture, and AI agent infrastructure, and runs a Basis Set AI Fellows program for individuals to work on hard problems within the firm and its portfolio companies. Its typical clients are early-stage, AI-native startup founders across a range of industries including consumer, infrastructure, robotics, and enterprise software.
Skills
About the Role
You will be the primary point of contact for new retail partners joining the QLS ecosystem. You will lead the cross-border technical integration process, ensuring client systems communicate seamlessly with the logistics network. You will blend technical troubleshooting, project management, and relationship-building skills to guide partners through API integrations, ERP connections, and system configurations. You will act as the project lead for new client launches, resolve technical issues as the first line of defense, monitor early-stage shipping performance, gather partner feedback to drive product improvements, and create technical guides and FAQs to help partners use the 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)
- Proficiency in data analysis tools (Excel, SQL) is a plus
- Familiarity with international shipping regulations, customs clearance processes, and last-mile delivery networks
- Exceptional verbal and written communication skills in English and Mandarin
- Ability to explain complex technical concepts to non-technical stakeholders
- A customer-first attitude with the ability to thrive in a fast-paced, high-growth startup environment
Responsibilities
- Lead the end-to-end technical onboarding for new clients, guiding them through API integrations, ERP connections, and system configurations
- Act as the project lead for new client launches, ensuring all 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 for new accounts to ensure they meet Quince's standards of speed and reliability
- Collect partner feedback on platform usability and technical hurdles, collaborating with the Product and Engineering teams to drive system improvements
- Create and maintain technical guides and FAQs to empower partners to use the QLS platform independently