BackOps secures USD $26m to automate logistics chains

BackOps has raised USD $26 million in Series A funding as it expands its automation software for supply chain operations.

The round was led by Theory Ventures, with participation from Gradient, Construct Capital and 10VC. The funds will support hiring and product development as demand grows for AI-based logistics automation.

Supply chain operations often rely on multiple vendors and systems for tasks such as shipment tracking, customer service and claims processing. These workflows also depend heavily on manual work, particularly when exceptions and disputes arise.

BackOps positions its software as an operating layer that connects communications with operational processes across the logistics chain. It focuses on handling exceptions, including shipment issues and claims, and on speeding responses to customer enquiries.

Product focus

BackOps sells two main products. AI Process Centre records how employees complete logistics workflows and turns those routines into automated actions. It is designed to capture institutional knowledge and identify inefficiencies.

The second product, Relay, works across communication channels such as email, messaging and service tickets. It detects logistics issues and triggers actions such as filing carrier claims, initiating reshipments, responding to customer enquiries and gathering documentation.

When Relay cannot complete a task on its own, it routes the case to staff, providing context and suggested next steps.

BackOps presents the platform as an alternative to stitching together separate tools and manual processes. It also points to the many steps and hand-offs typical in logistics operations, saying a single shipment can involve 40 to 60 processes across multiple vendors and software systems.

Customer claims

BackOps says its customers include one of the world's largest automobile manufacturers, one of the largest global retailers, grocery chains and machinery suppliers in the US, but it did not name them.

The company reported performance metrics from deployments, including that users file 100% of eligible carrier claims through its platform. It also says customers have seen up to 60% time savings for logistics teams and 93% faster response times to customer enquiries.

Automation has become a central theme in supply chain software as companies manage cost pressures and service expectations while navigating disruptions. In many organisations, customer service teams, warehouse operators and transport providers still rely on email and ticketing systems for issue management, even when core planning systems are in place.

BackOps competes in a broad market spanning specialist claims automation tools, workflow software and AI-driven customer service platforms. Its approach focuses on linking communications with operational actions, rather than limiting automation to a single function such as tracking or contact centre activity.

Investor view

BackOps Chief Executive and Co-founder Sean McCarthy said logistics teams need systems that do more than record problems.

"Supply chains are incredibly complex systems with dozens of vendors, tools, and workflows involved in every shipment. Companies need systems that go beyond tracking the problems, they need help solving them. We built BackOps to connect those pieces together and automate the work logistics teams have historically had to do manually. The result is clear: teams gain the time and headspace to focus on delivering excellent customer service. This is just the beginning of how we're raising the bar for what companies can expect across their entire supply chain."

Theory Ventures said its investment thesis centres on automating manual operational work in logistics and applying AI directly to processes that sit between companies, carriers and service teams.

"Supply chains are the backbone of the global economy, but most of the work that keeps them running is painfully manual. BackOps is building the intelligent operating layer for logistics," said Tomasz Tunguz, General Partner at Theory Ventures. "By applying AI directly to the operational fabric of supply chains, BackOps has the potential to unlock massive efficiency gains for companies moving goods around the world. We're excited to support a team that understands these problems from the inside out and is turning AI into a real force multiplier for logistics operations."

BackOps is expanding its engineering, product and go-to-market teams as it builds out its platform and works with larger logistics organisations.