36 day(s) ago

Support Specialist

Negotiable Salary


Worldwide
English: Advanced, Upper Intermediate, Native Speaker
Experience: 1+ years
Employment: Full-time

CartHook

Portland
We are a group of people who give a damn. We believe in doing what’s right and speaking up, even when it’s difficult. We pursue success, humbly.

CartHook is the leading upsell platform for Shopify brands, and we’re growing. To date, our customers have processed over a billion dollars through CartHook and, as we pursue our mission to help ecommerce merchants thrive, we have some big plans for expansion. That’s where you come in.

General overview of the project(s)

We are a group of people who give a damn. We believe in doing what’s right and speaking up, even when it’s difficult. We pursue success, humbly.

We are a fully remote team, which means you can live and work just about you can live and work just about wherever you want, as long as it meets any role-specific location or time zone requirements (which are outlined below). Just make sure you have a reliable internet connection.

We bridge time zones and distance with thorough and transparent communication, and processes designed to empower and support each other. We’re a company of people from a variety of backgrounds, with a range of perspectives, which makes us stronger. We frequently work in cross-functional teams, and you’ll get to work with awesome people in all different roles in the company. We leave our egos at the door and value input and ideas from everyone at the company.

CartHook is an equal opportunity employer. At CartHook, you can be the person you are, regardless of ethnicity, religion, political affiliation, age, size, disability, sexual orientation, or gender identity. We provide a safe, welcoming space for those who are marginalized.

Responsibilities

As a Support Specialist for CartHook’s Post Purchase Offers app, you are the first point of contact for CartHook merchants. You’ll help craft and maintain the support documentation. You’ll represent our company with the highest level of service in every interaction, from answering live chat questions around pricing to troubleshooting technical issues. You’ll also assist customers who are in the onboarding process by helping with account set up and how-to questions. You’ll use your solid communication and strong customer relationship skills to help new and existing customers successfully use the CartHook Post Purchase Offers product. By solving support challenges that vary in complexity by account, you’ll help grow and retain our customer base.

This role works closely with the Support, Success, Product and Engineering teams to create a strong customer-centric culture and ensure efficient and effective product engagement and retention for our customers.

Requirements

1-4 years of experience in SaaS support environment
Ability to respond to customer queries in a timely and accurate way, via email or live chat
Ability to problem-solve, track and follow up on a variety of technical issues with internal and external
stakeholders
Support chat experience
Follow up with customers to ensure their support issues are resolved
Excellent time management skills
Excellent written and verbal communication and strong customer relationship skills
Curiosity, the ability to think creatively, be highly collaborative, and extremely driven

Skills considered as a good plus

Experience working in Intercom, GSuite apps, Slack, Zoom, and Jira
Ecommerce experience
Patience when handling tough conversations
Lead customer interactions with empathy and compassion
Experience with Shopify and Shopify Plus
Previous experience in an environment with constantly shifting priorities
Previous experience in a remote environment

Benefits

Insurance coverage: For our U.S. employees, we offer health, dental, and vision insurance. We cover 100% of your medical and dental premiums and 75% for vision. We also cover a percentage of the premiums for dependents. If our default plan isn’t right for you, there are other options available to fit your needs.

Parental leave: All parents who welcome a new child by birth, surrogacy, foster, or adoption are eligible to take 8 weeks of paid leave. All birth mothers are eligible for an additional 8 weeks of paid leave. New mothers will be able to have a flexible, soft re-entry coming back to work.

401k Plan: Employees are eligible for a 401k plan provided by Guideline and integrated into our payroll system. Plans are funded by the employee.

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