Work as a Customer Happiness Specialist

Role Description:

Provide great customer support responding to technical questions and concerns from customers. Resolve front-end Shopify integration or billing issues in a friendly, timely manner. Optimize and improve the customer support experience by proactively organizing and improving help articles and other customer touchpoints. An ideal candidate is self-guided, intellectually curious, efficient, and an independent learner.

Core Values

Exemplify these values as you perform this job:

  • Be Agile: Embrace change as an opportunity to learn and grow
  • Get Things Done: Make decisions, prioritize and do the work without needing to be told each step in the process
  • Be Independent: Have the self-discipline and drive to manage your time and get things done
  • Be Accountable: Treat our business as if it were your business
  • Be a Great Communicator: Communicate clearly so we can work efficiently
  • Be Cool. Be Kind. Be Easy to Work With: Let appropriate emotion and feeling guide how we work together to accomplish our goals

Tasks

  • Be the voice of the brand to our customers in a professional manner. Be the voice of our customers to the team.
  • Proactively troubleshoot and resolve, basic and technical support issues Escalate to Development when needed
  • Resolve billing related issues (disputes/chargebacks/refunds)
  • Log feature requests in Jira
  • Deliver timely, comprehensive first replies & resolutions to customers
  • Responsible for overall desk management (tagging, creating workflows, following customer trends and reporting them back to the team, live chat during daily peak hours, etc).
  • Add small “how-to” articles & Frequently Asked Questions (FAQs) to support portal
  • Help on-board trial users and convert them to paid.
  • Creation of How-To and walkthrough videos of internal procedures
  • Create and manage the products Help Center by fine-tuning current help articles and creating new ones as the opportunity arises.
  • Resolve Shopify Theme customization request and escalate to development when needed.

Work Activities

  • Respond to customer concerns via online system utilizing Help Scout
  • Test fixes as product improvements are made.
  • Utilize and update internal product documentation as issues are resolved
  • Other duties as assigned

Desired Qualifications:

  • Education: AA or Technology Certificate
  • Degree or Formal Education: Technology-based training
  • 2+ years of related experience
  • HTML experience
  • Experience working in a remote entrepreneurial/startup environment
  • Experience with technical customer support

Tools and Technology:

  • Support desk software familiarity
  • Phone support
  • Google Apps

Compensation varies with experience and qualifications. This job is remote / work from home starting at 20 hours a week and requires that you have a reliable internet connection and a computer with a webcam for video calls.

Background check will be conducted on the final candidate.

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