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Customer Success Specialist (Remote)

Company: ShopPad Inc.
Location: Minneapolis
Posted on: January 16, 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 YouWe 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 RoleTroubleshoot, diagnose, and resolve issues on our customer's Shopify storePrioritize and manage several open issues at one timeProperly escalate unresolved issues to appropriate internal teams (e.g.technical customer support)Add to our knowledge base in the form of external and internal documentationAssist with answering merchant questions via chat and email Ensure that priority marked issues are resolved by the end of the business dayRequirementsExperience with supporting customers via email, phone or live chat Work hours Monday - Friday, 9am - 5pm in the Pacific timezoneAbility to provide step-by-step assistance, both written and verbalA friendly, "can-do" attitude with an eagerness to learn new skillsAbility to think like our customers and solve problems creativelyProficiency with a ticketing technology platform: i.e. HelpScout, Zendesk, Jira, etc2+ years of experience in technical customer support at a SaaS company, or similarFamiliarity with e-commerce or Shopify is a plus, so please let us know if you have theseExperience 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.BenefitsCompetitive Salary: Your compensation is the same no matter where you liveWellness: Medical (Anthem, employees in California also have Kaiser HMO as an option), Dental (Guardian) & Vision (CoPower) + 72 hours of paid sick time each yearPaid Time Off: Three weeks of vacation (increasing to four after your 4-year anniversary) + fourteen company holidays + your birthday401k: We match 100% of your contribution up to 2% of salaryRemote Work: Work from home, or our Oakland, CA headquarters, or on a hut on the beach somewhereSabbatical: Once youve been at ShopPad for 5 years you get a fully paid month off in addition to regular vacationHome Office: $1,000 to make your home office awesome & $65 a month for your home internetParental 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 moreGiving Back: Your charitable donations will be matched up to $500 each year because we want to support the organizations that are important to youEquipment: Well provide ShopPad swag, a new MacBook Pro, and all of the basics to get you startedTeam Trips: Week-long, all-expenses-paid retreats to work and play in person

Keywords: ShopPad Inc., Minneapolis , Customer Success Specialist (Remote), Other , Minneapolis, Minnesota

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