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Implementation Specialist

About Ecomflow Ecomflow is a global third-party logistics company serving e-commerce brands at scale. $60M+ in revenue, 100+ people, fully remote, bootstrapped. We handle fulfillment, shipping, and customer operations for brands selling across international markets.

About the Role

We’re looking for someone who can take new clients by the hand and get them fully operational once they begin onboarding with Ecomflow.

This role is about activation, clarity, and setting the foundation for long-term success. You will be responsible for making sure every client:

Understands how we work Has their existing systems properly set-up and integrated with Ecomflow Feels confident using Ecomflow’s tech products Is ready to operate without friction

If implementation fails, everything else breaks. This role sits at the pivotal point of the client lifecycle and is a core component to our business.

Key Responsibilities

Full ownership of end-to-end implementation during client onboarding Guide new clients through setup, tools, workflows, and expectations Ensure all systems, integrations, and accounts are correctly configured Coordinate with Ops, Tech, and Account Management to unblock setup Train clients on how to use our systems effectively Actively follow up to ensure clients are fully activated (not just onboarded) Identify friction points and resolve issues quickly Build and improve a structured implementation process Create and maintain training materials (videos, guides, templates) Re-train clients when new features or changes are introduced

What We're Looking For

You’ve done onboarding, client success, or implementation before, ideally in a fast-paced environment You’re good at explaining complex or technical concepts clearly (even when they’re messy or time-consuming) You’re organised and don’t drop the ball You’re comfortable working with different teams and chasing things when needed You’re proactive: if something is stuck, you fix it You can handle multiple clients without losing control You must speak and write excellent English (this is a client-facing role) You must be based in HongKong or China You must have technical expertise or prior exposure to work processes relating to data migration, system setup/configuration, or troubleshooting integration issues Experience building custom data-integration solutions is a big plus

What Success Looks Like

Clients are fully set up and operational quickly Clients understand exactly how Ecomflow tech products works No confusion, no friction: onboarding feels smooth and structured Clients feel confident, not overwhelmed Strong handover to Account Management with zero gaps Reduced early churn and faster time-to-revenue

Nice to have E-commerce / logistics experience Familiarity with tools like Zendesk, GHL, CRMs, WMSs Experience creating onboarding flows, docs, or training materials