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Join the team that’s redefining eCommerce!

We’re looking for a talented and customer-centric Customer Support Representative for our Analytics product, who will be the driving force behind fostering strong relationships with our merchants. Your role will be to resolve customer queries at rocket speed, champion customer delight, ensuring merchants’ unwavering satisfaction with our product. 

You will work closely with our Head of Product. 

Responsibilities:

• Respond to customer inquiries promptly and professionally through various channels, including email, phone calls, and live chat.
• Provide accurate and detailed information about our products, services, and company policies to customers.
• Assist customers in navigating our Analytics product, troubleshooting technical issues, and guiding them through the ordering process.
• Collaborate with cross-functional teams, such as Product Development and Marketing, to address customer concerns and find appropriate solutions.
• Document customer interactions, inquiries, and resolutions accurately in our customer support system.
• Proactively identify trends and patterns in customer issues and communicate them to the team for continuous improvement.
• Handle customer complaints with empathy and professionalism, striving to find resolutions that meet or exceed their expectations.
• Escalate complex issues or unresolved matters to the appropriate teams or senior customer support representatives for further assistance.
• Continuously develop product knowledge and stay updated on industry trends to effectively address customer needs and provide appropriate recommendations.
• Contribute to the development and improvement of customer support processes, documentation, and resources.

Qualifications:

1. Previous experience in a customer service or support role, preferably in a B2B or eCommerce environment.
2. Excellent problem-solving skills and the ability to think critically in high-pressure situations.
3. Strong verbal and written communication skills, with a friendly and professional demeanor.
4. Proficient in using customer support software, CRM systems, and ticketing tools.
5. Familiarity with B2B eCommerce platforms and an understanding of online purchasing processes.
6. Ability to multitask, prioritize, and manage time effectively.
7. Adaptability to a fast-paced startup environment and willingness to take on additional responsibilities as needed.
8. Self-driven, tech-savvy, and adaptable to thrive in a fast-paced startup environment where innovation is the heartbeat.
9. Entrepreneurial spirit, with a hands-on approach and a willingness to roll up your sleeves to get the job done.

What’s in it for you:

1. Flexible work locations & productivity allowance/budget to help set up a great work space
2. Competitive compensation package
3. Annual offsites - our last one was in Bali, Indonesia
4. Comprehensive health insurance
5. Generous holidays and leave
6. Continuous mentorship & unlimited book budget
7. Opportunity to work with a dynamic, erse/global, and talented team of professionals.
8. Fast-paced, collaborative work environment where your ideas and contributions are valued.