Customer Success

We are seeking individuals with strong problem-solving skills and a proactive attitude to join our team. Our company is known for its exceptional customer support, and we are looking for individuals who can contribute to making it even better.

Key Qualities:

• Positive attitude focused on ensuring the success of our users
• Willingness to learn about e-commerce, technical aspects of our app, and Shopify
• Capability to handle users in customer support during critical situations

About The Job (Summary)

• Job Title: Remote Customer Success
• Salary: $600 - $800 USD / month (based on a 40-hour week)
• Bonus for every 5 stars review
• Working days: Please state your time zone
• Location: Canada, Morocco, UK, Brazil, Venezuela
• Start date: Flexible
• The work is 100% online.
• Main roles include assisting customers in configuring the app, providing support for customizations, ensuring effective communication, and collaborating with the Product team.
• Support service may be provided via live chat, phone call, video call, etc., based on company requirements.
• Regular product usage issues will be handled by Front-line supporters, and technical issues requiring in-app updates will be transferred to the Technical support team.

Requirements:

• Empathy & Patience: Always keep customers in mind, maintaining patience with customers and oneself.
• Self-management, Multitasking Skills & Ability to Work Under Pressure: Handle multiple support requests simultaneously, providing equal support for each.
• Communication Skills: Clearly communicate ideas and understand customer questions. Share thoughts, opinions, and suggestions to improve workflow.
• Proficiency in English (Reading, Writing, Speaking): Provide native-level communication.
• Hardworking: This job requires dedication and effort.

Responsibilities:

• Handle checkbox setup cases
• Fix technical issues with HTML / CSS code
• Solve Shopify theme conflicts issue
• Handle Instagram feed set-up cases
• Clarify Pricing/Billing issues
• Communicate with customers to get insights
• Request feedback and suggestions for app enhancement from customers when appropriate.
• Pursue detailed information regarding customers' feature requirements through follow-up.

Training Procedure:

• Self-training program with a maximum duration of one month.
• Two Support-related quizzes with up to three submissions each.
• Start the official working period after passing the training program.
• Upon joining the team, we provide comprehensive onboarding and coaching to familiarize you with our support workflow, and technical specifics of our software and Shopify, and share knowledge that enables efficient work.
• Our aim is to empower you to work independently, connecting with team members when needed for learning and coaching others when you can share knowledge. The support team convenes in an online meeting once a week.

Application: Apply via Wellfound or send your CV to [email protected]

About Ecomate
Ecomate, a subsidiary of PageFly, the #1 page builder for Shopify, aims to provide a suite of apps that empower merchants to convert visitors at every touchpoint, guiding them toward becoming loyal returning customers. Currently, Ecomate comprises two apps:

VIBE: Customizes shoppable Instagram feeds with tagged products for a unique shopping experience.
OneTick: Empowers users to create appealing checkboxes for upselling and cross-selling products.