Customer Support Specialist

United States

Description

Howdy 👋We’re the folks at SkyVerge, and we build WordPress plugins that help over 100k+ eCommerce businesses grow and manage their WooCommerce stores. Our team is 100% remote, with 27 people distributed all over the world.

We’re looking for a friendly, talented Customer Support Specialist to join our team and help support our entire suite of products: a portfolio of WordPress plugins for WooCommerce and Jilt, an email marketing platform built for eCommerce.

The Role

You’ll be the first point of contact for hundreds of thousands of eCommerce stores, helping them with problems, and answering questions. As part of a small team, you'll likely get your hands dirty with a little bit of everything.

Here are some things you may do on a given day:

With over 70 products that we support, there's plenty to learn. We’re aiming for you to have broad knowledge (mile-wide, inch-deep) and work closely with the product & engineering team to tackle more technical or in-depth questions that go beyond your knowledge.

On the first day you will:

In the first week you will:

In the first month you will:

Requirements

You

You have that unique combination of technical aptitude and empathy for the user. You’re comfortable with code but prefer to be customer-facing. You’re self-driven with a sense of urgency and draw satisfaction from going above and beyond to provide solutions. You’re an excellent communicator and have the ability to thrive in a distributed environment. Perhaps most importantly, you have a willingness to learn.

To succeed in this position, you must have:

It’s helpful if you have:

Benefits

Our team is fully-remote and we communicate primarily through Slack, GitHub, Help Scout, Intercom, and weekly stand-ups via Zoom (a few short meetings) — we believe the best work happens when given lots of uninterrupted time that’s free of distractions.

As a remote team, we believe that regular meet-ups are invaluable for getting to know each other better, so you should be available for 1-2 company-paid team trips per year. Curious about these trips? Check out our recap of our last team retreat (SkyTrip) to get an idea of what they’re like.

This is a full-time, salaried position, but hours are flexible. We know your work will speak for itself with thoughtful replies to customers, wiki edits, and published documentation.

Process

After an initial screening, you’ll get an email with a few questions to answer. Following that, you’ll have a few 45 minute phone chats with different people on our team to learn more about you and answer any questions you have about the position and company.

The most qualified candidates will then be invited to complete a short one-day research project, to help you get a sense for the kinds of things that you’d work on in the position, and help us learn more about how you think. We’ll select a single candidate to be offered a full time position, and then the real fun begins! 😄

Here are some benefits we're happy to offer to our team members:

- Competitive salary

- 27 days of paid time-off, in addition to 2 company holidays (SkyVerge Day in March, Founders Day in June 😀)

- Medical, Dental, and Vision insurance for US and Canadian residents and their families (reimbursements for comparable care for non-US/Canadian residents)

- 401k/RRSP Retirement plan with 4% company match for US/Canadian residents (contributions to comparable plans for non-US/Canadian residents)

- 8 weeks paid parental leave for new mothers and fathers

- Work flexible hours from anywhere that has a reliable internet connection

- Tools (hardware/software) to help you be productive

- Allowance for professional growth (books, courses, conferences)

- Home office or co-working allowance

- A Kindle to help you keep learning

We support workplace diversity and do not discriminate on any protected class. We believe when we work together as a team of different views, experiences, and ideas, we can build amazing things.

Applications accepted through August 23rd.

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