Technical Account Manager

About Us AfterShip, a Great Place to Work Certified company, is transforming the global eCommerce landscape. Founded in 2012, AfterShip is a post-purchase SaaS company on a mission to build the world’s leading automation platform for ecommerce merchants. AfterShip unifies shipping & labels, order tracking, AI predictive delivery, and returns management into one system—giving merchants a single place to manage and automate everything that happens after checkout. By centralizing these workflows, AfterShip enables merchants to reduce customer support inquiries, deliver a more reliable and engaging customer experiences, and unlock incremental revenue at every post-purchase touchpoint. AfterShip integrates seamlessly with ecommerce platforms including Shopify and TikTok Shop, and connects with more than 1,200 carriers worldwide. Today, over 20,000 businesses—including Samsung, Gymshark, Vivino, Harry’s, Mous, and Rakuten—rely on AfterShip to turn every post-purchase moment into an opportunity to build trust, reduce costs, and drive repeat purchases. Built for a global market from day one, AfterShip operates with an engineering-driven, internationally distributed team. The company employs more than 450 people across 8 offices, spanning North America, Europe, and Asia, and representing over 20 cities worldwide. Your Mission: We succeed when our customers succeed. As a Technical Account Manager on the Omnichannel team, you'll own the technical onboarding journey for merchants launching on TikTok Shop with AfterShip Channels—getting them fully live and selling, and setting them up to succeed long term. You'll be the hands-on technical partner who connects and configures each merchant's integration, troubleshoots what breaks, and teaches merchants to operate Channels confidently on their own. This is both a technical and relationship role. You'll do the hands-on integration and configuration work, and you'll be the merchant's trusted guide: educating them on how to use Channels and adopt the advanced features that make them successful on TikTok Shop. You're not just closing tickets; you're accountable for whether each merchant reaches a live, healthy, self-sufficient state. What You’ll Do: Own end-to-end technical onboarding for merchants launching on TikTok Shop with AfterShip Channels, from kickoff through go-live. Connect and configure integrations between the merchant's storefront and TikTok Shop; sync products, orders, and inventory, and troubleshoot issues (SKU mapping, variants, bundles). Navigate TikTok Shop platform logic—API constraints, policy and whitelist nuances, and fulfillment (FBT) and returns rules. Teach merchants how to use Feed confidently and adopt advanced features so they can operate independently. Drive measurable onboarding outcomes: get merchants to live and healthy within ~30 days, and meaningful advanced-feature adoption thereafter. Guide merchants beyond initial setup—helping them optimize their listings and use AfterShip Feed and Affiliates to grow their presence and sales on TikTok Shop. Partner with merchants on their TikTok Shop growth journey, identifying opportunities for deeper feature adoption and surfacing cross-sell opportunities (e.g. Affiliates) where they'd drive merchant value. Partner with the Omnichannel SA, Product, and GTM teams to translate merchant needs into product improvements, and stay current on platform changes. Who We're Looking For: 3+ years in a customer-facing technical role - technical account management, solutions, implementation, or technical onboarding in SaaS, ecommerce, or marketplace/integrations technology. Genuine technical fluency: comfort with APIs and integrations, data mapping across systems, and structured troubleshooting. You can diagnose why something isn't working, not just escalate it. A strong educator: able to translate technical concepts into clear guidance and teach merchants to operate independently. Ability to prioritize, multitask, and perform under pr…