Support Specialist
CartHook
Now Hiring: Multiple Remote Support Specialists
Why CartHook?
CartHook is the leading upsell platform for Shopify brands, and we’re growing. To date, our customers have processed over a billion dollars through CartHook and, as we pursue our mission to help ecommerce merchants thrive, we have some big plans for expansion. That’s where you come in.
CartHook is building a post-purchase upsell app that will work directly with the Shopify checkout (the first of its kind!). We’re applying everything we’ve learned from our large DTC Shopify customers (like Native and 310Nutrition), and we’re creating an app that will integrate seamlessly with the Shopify checkout. You have the opportunity to join a growing team and make a big impact on shaping the support process.
Who We Are
We are a group of people who give a damn. We believe in doing what’s right and speaking up, even when it’s difficult. We pursue success, humbly.
We are a fully remote team, which means you can live and work just about you can live and work just about wherever you want, as long as it meets any role-specific location or time zone requirements (which are outlined below). Just make sure you have a reliable internet connection.
We bridge time zones and distance with thorough and transparent communication, and processes designed to empower and support each other. We’re a company of people from a variety of backgrounds, with a range of perspectives, which makes us stronger. We frequently work in cross-functional teams, and you’ll get to work with awesome people in all different roles in the company. We leave our egos at the door and value input and ideas from everyone at the company.
CartHook is an equal opportunity employer. At CartHook, you can be the person you are, regardless of ethnicity, religion, political affiliation, age, size, disability, sexual orientation, or gender identity. We provide a safe, welcoming space for those who are marginalized.
How We Work
Live Where You WantWe’re a hybrid of co-located and distributed teams, so you can live and work just about wherever you want. For this role, you should be located in or able to work in the Pacific Time Zone (UTC-8) and Eastern Standard Time (UTC-5).
No Crazy HoursWe’re all adults and we trust each other to manage our time appropriately. There’s no need to punch a clock. We look at what you accomplish. We work hard and smart, but we’re in this for the long haul.
Responsible Time OffWe want you to take time off; it makes you happier, healthier, and more productive. In fact, we have an unlimited time-off policy, plus two mandatory weeks for a holiday break in December/January. It’s important you take the time you need, whether you’re caring for your health, the health of a family member, or going on vacation. (We look forward to seeing pictures of your trip in #the-pub Slack channel!) Be mindful of Black Friday through Cyber Monday. That’s our merchants’ busiest time of the year, and we need all hands on deck.
Grow and LearnWe aren’t satisfied with what we already know; we want to learn more and we want you to as well. Think conferences (when those are a thing again), online courses and resources, and dedicated time away to learn something new…it’s up to you and your manager. Let us know what you need.
Benefits
Insurance coverage: For our U.S. employees, we offer health, dental, and vision insurance. We cover 100% of your medical and dental premiums and 75% for vision. We also cover a percentage of the premiums for dependents. If our default plan isn’t right for you, there are other options available to fit your needs.
Parental leave: All parents who welcome a new child by birth, surrogacy, foster, or adoption are eligible to take 8 weeks of paid leave. All birth mothers are eligible for an additional 8 weeks of paid leave. New mothers will be able to have a flexible, soft re-entry coming back to work.
401k Plan: Employees are eligible for a 401k plan provided by Guideline and integrated into our payroll system. Plans are funded by the employee.
The Role
As a Support Specialist for CartHook’s Post Purchase Offers app, you are the first point of contact for CartHook merchants. You’ll help craft and maintain the support documentation. You’ll represent our company with the highest level of service in every interaction, from answering live chat questions around pricing to troubleshooting technical issues. You’ll also assist customers who are in the onboarding process by helping with account set up and how-to questions. You’ll use your solid communication and strong customer relationship skills to help new and existing customers successfully use the CartHook Post Purchase Offers product. By solving support challenges that vary in complexity by account, you’ll help grow and retain our customer base.
This role works closely with the Support, Success, Product and Engineering teams to create a strong customer-centric culture and ensure efficient and effective product engagement and retention for our customers.
What we’re looking for:
- 1-4 years of experience in SaaS support environment
- Ability to respond to customer queries in a timely and accurate way, via email or live chat
- Ability to problem-solve, track and follow up on a variety of technical issues with internal and external
- stakeholders
- Support chat experience
- Follow up with customers to ensure their support issues are resolved
- Excellent time management skills
- Excellent written and verbal communication and strong customer relationship skills
- Curiosity, the ability to think creatively, be highly collaborative, and extremely driven
Bonus Points
- Experience working in Intercom, GSuite apps, Slack, Zoom, and Jira
- Ecommerce experience
- Patience when handling tough conversations
- Lead customer interactions with empathy and compassion
- Experience with Shopify and Shopify Plus
- Previous experience in an environment with constantly shifting priorities
- Previous experience in a remote environment
If you don’t meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements. So, are you game? If yes, let’s talk
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