Swooped Hiring for Customer Support Specialist at United States Full Time

About Our Client

Online shopping has changed. Today’s eCommerce runs on selling products, not brands. Our client is an eCommerce software platform built for creators, by creators, who want to build a profitable digital business and experience personal freedom and growth.

Full Time. Remote.

Customer Support Specialist

Our client wants to grow their Customer Support Team by adding a dedicated Customer Support Specialist. They are a rapidly growing, fast-moving company that loves their customers and firmly believes their success is theirs. That’s why this position is important and has fantastic growth opportunities.

The Customer Support Specialist primarily supports our client’s customer base. This encompasses becoming a product expert as well as an educator and advocate. They will guide marketplace owners through best practices, listen to their feedback, and identify ways our clients can continuously improve the experience of owners and their customers.

Responsibilities

• Ability to work a Tuesday – Saturday weekend split schedule
• Respond to customer inquiries via FreshDesk email and live chat.
• Troubleshoot customer issues pertaining to platform usage and configuration.
• Understand and identify customer pain points and help drive the escalations process by coordinating between the product and support team.
• Be proficient in knowing when to use perfectly hilarious GIFs within customer conversations to close their ticket with a smile.
• Act as liaison between the customer and other departments such as the sales, support, marketing, and product teams.

Qualifications

• Experience working within a SaaS company
• Prior technical support experience
• Prior experience owning a live chat customer experience
• Excellent communication skills – both written and verbal
• Tech-savvy, adaptable, and comfortable with frequent functionality updates
• Superior customer service skills – owns the ability to be responsive, compassionate, resourceful, and solution-oriented (all while maintaining a sense of humor!)
• Master of critical thinking – Has the ability to provide innovative solutions or draw reasonable conclusions from provided information/context
• Enjoys working directly with our customers, being their trusted advisor, and understanding the importance of customer happiness in staying ahead of our competition.
• Major plus if you have knowledge of the FreshDesk / Freshchat system, Google Hangouts, and Slack

This is what you’ll love about our client

Their co-founders always say “Their success is our success” and we believe that about our people too! We want everyone to love their job at least 80% of the time and when you are successful, the whole team is successful.

• Each team has one offsite Hub Week per quarter to collaborate with your team members (and others!) and plan for the upcoming quarter.
• Diversity adds value to everything we do – We hire from and for a wide range of backgrounds and experiences to allow the team to bring their own unique ways of thinking and working to each project
• We have unlimited PTO with an encouraged 14-day minimum to empower our team members to maintain a healthy balance in their day-to-day lives.
• Yay, we have 401K!
• Health Insurance premiums are covered 100% by our client for you +1, be it a significant other or child.
• Supportive Parental leave policies for all parents
• Career growth and development are essential here at our client and we want all team members to build sustainable, future-proof and adaptable careers.
• Self-Care is important, which is why we offer a monthly wellness credit.

Their Core Values

Be Transparent – We communicate openly, thrive on feedback, and check our egos at the door.

Be Human – We operate with compassion and always assume positive intent.

Be an Owner – We are all owners of the business. We take pride in our work and know that the success of our customers and the business contributes to our individual success.

Be Creative and Commit – We collaborate, create resourceful solutions, and work as a team to get it done.

Be You – We are stronger together because of the unique qualities we each bring to the team.

———————————–

Disclaimer:

Swooped isn’t the EOR for this position. Instead, our role in this specific opportunity is to link outstanding candidates with a top-tier employer.