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About the role
We are seeking a Support Advisor to help our Users by answering their support emails. This person will be the front line Advisor who will resolve or escalate Convictional User issues. Our Support Advisor will:
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Ensure merchants have a quick response time by staying on top of their assigned tickets, with same-day ticket review
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Enable customer success using documentation and business coaching strategies
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Identify, document and share pain points with their Team/Lead to mitigate repetitive escalations
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Spot trends in support interactions and effectively communicate observations internally
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Own their development through learning, reflection, reviewing past interactions and preparing to discuss growth opportunities with their lead in regular 1:1 meetings
About you
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You are the most resourceful person you know
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You persevere to find solutions even when there is no clear path
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You communicate clearly no matter the medium. Defined interpersonal skills that lead to productive conversation with anyone
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You have conviction and courage to drive decisions and defend positions as appropriate
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You think in systems with a capacity for problem solving
Experience
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1+ years of experience with e-commerce front line support
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Proven ability to work with a wide variety of customers in different roles, verticals, and company sizes
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Ability to work and learn at a very fast pace
Compensation
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$80,000 salary
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$12,000-$20,000 in stock options
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Comprehensive benefits including Healthcare Spending Account
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WFH stipend and corporate cards to ensure you’re never waiting for reimbursement
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4 weeks paid vacation + one week shut down at the end of the year
Disclaimer
We are only prepared to hire candidates currently living in Canada and the United States and are unable to consider other international applicants.
Your location of employment will be your home office, however you will be expected to travel within North America roughly once per quarter to effectively carry out your responsibilities.
