Customer Support Specialist
Rep is the first AI-powered Concierge (sales chatbot) for eCommerce. It proactively approaches disengaged site visitors and offers shopping assistance for everyone. As a result, Rep sells more stuff and handles up to 90% of all support requests.
We are looking for a Customer Support Specialist to join our team and help us revolutionize the eCommerce shopping experience! This role includes educating and training customers, troubleshooting, identifying opportunities, and ensuring customer retention. You will provide outstanding support to Rep's longtail and SMB clients through written communication (mainly email) and meetings to address their needs effectively.
You will:
- Answer support tickets and manage support calls with clients and leads.
- Write guides and maintain a Help Center to help Rep's clients use the product effectively.
- Provide training and education on the Rep platform and new features
- Be responsible for Rep's product adoption and advocacy.
- Work closely with clients to understand their challenges.
- Recommend and execute creative tactics and strategies to increase value with Rep.
- Serve as Rep's clients' advocate within the Rep Team
- Work in an amazing team!
Requirements
- Native English speaker.
- Located in EST states.
- Willingness to accommodate EU timezone during training.
- Minimum of 1 year of successful experience in customer support within a fast-paced startup environment.
- Ability to thrive under pressure.
- Love for communication with clients, both in writing and face-to-face.
- Strong analytical skills with the ability to draw insights from raw data.
- Strategic consulting skills with a keen technical curiosity.
- Excellent writing skills with an eye for detail and clarity.
- Capability to communicate complex technical concepts to both technical and non-technical audiences.
- Experience handling and prioritizing multiple tasks at a time.
Preferred requirements
- Great content writing skills
- Experience working with Data & BI systems
- Experience working with CRM tools (Trello, Jira, Salesforce, Zendesk etc.)
- Experience working with any eCommerce platform (i.e., Shopify, Magento, Bigcommerce, WooCommerce)
- Being referred by a current Rep team member is a plus!
You will get
Supportive team environment, flexible schedule. Add to that a competitive salary, best-in-class benefits package, which includes medical, life, dental & vision, 401(k) with company match, paid time off, and career growth opportunities
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Interested in joining the Rep Team?
Shoppers deserve a better experience—so let's give it to them. Conversational Shopping is the future of commerce. Join us.
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