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Customer Success Specialist (Remote)

Company: ShopPad Inc.
Location: Garland
Posted on: January 15, 2022

Job Description:

At ShopPad Inc. we build forward-thinking software that helps e-commerce stores grow their business. From nationally recognized brands to rapidly growing e-commerce startups, and all kinds of cool companies in between, our products are trusted by over 90,000 stores across the globe and seen by millions of online shoppers every day. In fact, you may have already used one of our apps if you regularly shop online! We're a team of friendly folks who are passionate about the work we do. Our culture prioritizes respect, diversity, creativity and emphasizes serving our customers with excellence.

About You

We are looking for a highly motivated individual to join our growing company. As a Customer Success Specialist on the Customer Success team, you will support customers through our helpdesk platform. Our perfect team member is a creative problem solver and relentless in their desire to help our customers be successful. You should be professional, kind, detail-oriented, positive, and a talented communicator.

About The Role
Troubleshoot, diagnose, and resolve issues on our customer's Shopify store
Prioritize and manage several open issues at one time
Properly escalate unresolved issues to appropriate internal teams (e.g.technical customer support)
Add to our knowledge base in the form of external and internal documentation
Assist with answering merchant questions via chat and email
Ensure that priority marked issues are resolved by the end of the business day

Experience with supporting customers via email, phone or live chat
Work hours Monday - Friday, 9am - 5pm in the Pacific timezone
Ability to provide step-by-step assistance, both written and verbal
A friendly, "can-do" attitude with an eagerness to learn new skills
Ability to think like our customers and solve problems creatively
Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk, Jira, etc
2+ years of experience in technical customer support at a SaaS company, or similar
Familiarity with e-commerce or Shopify is a plus, so please let us know if you have these

Experience comes in many forms and passion goes a long way. If you feel you might be a great fit but don't meet all of the above requirements feel free to reach out and tell us why.

Competitive Salary: Your compensation is the same no matter where you live
Wellness: Medical (Anthem, employees in California also have Kaiser HMO as an option), Dental (Guardian) & Vision (CoPower) + 72 hours of paid sick time each year
Paid Time Off: Three weeks of vacation (increasing to four after your 4-year anniversary) + fourteen company holidays + your birthday
401k: We match 100% of your contribution up to 2% of salary
Remote Work: Work from home, or our Oakland, CA headquarters, or on a hut on the beach somewhere
Sabbatical: Once you've been at ShopPad for 5 years you get a fully paid month off in addition to regular vacation
Home Office: $1,000 to make your home office awesome & $65 a month for your home internet
Parental Leave: 4 weeks of paid leave for all new parents (including adoption)
Fun: Every month we host company-wide events like trivia, cooking classes, game nights, virtual escape rooms, wine tastings, movies, and more
Giving Back: Your charitable donations will be matched up to $500 each year because we want to support the organizations that are important to you
Equipment: We'll provide ShopPad swag, a new MacBook Pro, and all of the basics to get you started
Team Trips: Week-long, all-expenses-paid retreats to work and play in person

Keywords: ShopPad Inc., Garland , Customer Success Specialist (Remote), Other , Garland, Texas

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