Remote Customer Success Operator (SalesHunterThemes product)

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)

• Work Type: 100% remote
• Main roles include providing support for customizing and configuring themes, executing customer success initiatives, and collaborating with the Product team.
• Support service may be provided via emails, live chat, and video calls based on company requirements, with the goal of assisting customers with regular product usage issues as Front-line supporters.
• Executing customer success initiatives including executing customer support management tasks, and collecting insights and demands related to product updates.

Requirements:

• Proficiency in English: Fluency in English (written and spoken) is required to assist international customers effectively.
• Technical Expertise: Knowledge of HTML, CSS, and JavaScript to assist customers with technical issues or customizations in Shopify themes.
• Empathy & Patience: Focus on understanding customer needs and challenges, ensuring a positive experience by remaining calm and patient even in difficult situations.
• Self-Management, Multitasking Skills & Ability to Work Under Pressure: Ability to manage multiple customer support requests at the same time, delivering consistent, high-quality support under pressure.
• Communication Skills: Clear and concise communication is key for both customer interactions and team collaboration. Sharing insights and feedback will improve our workflow.
• Hardworking: This job requires dedication and effort.

Responsibilities:

• Guide customers through the onboarding process, ensuring they understand how to use our themes to maximize their online store's potential.
  • Resolve Shopify theme-related issues and conflicts, ensuring smooth customer experiences.
  • Collect customer feedback and feature requests, communicating these insights to the Product team for future improvements.
  • Customer Success Initiatives:
  • Identify areas for improving the customer experience and internal processes (including scanning support tickets, updating guidelines, research tools, researching AI to improve processes...)
  • Continuous learning about Shopify and Shopify updates, theme updates
  • Manage team tasks will be assigned from leader
  • Monitor and manage support tickets, addressing any urgent issues or escalating them to the appropriate teams when necessary.

Working Hours
02:00 AM - 05:00 AM
08:00 PM - 11:00 PM
11:00 PM - 02:00 AM
Note: All shifts will be scheduled in GMT +7 timezone.

Benefits
The salary for the Customer Success role is up to $3.25/hour
Payment cycle: monthly basis.
The salary raise will be considered every one year.
Every month, there is a bonus based on performance.

Training Procedure:
The first step is to take the Training program.

• This program is self-training which means you will have to figure out on your own based on the given material.
• The program will take a maximum of 2 weeks.

Application
Please apply via this form: SalesHunterThemes Remote Customer Success Application
For any questions, contact: [email protected]

About SalesHunterThemes
SalesHunterThemes is a leading Shopify theme provider that empowers merchants to create
high-converting, user-friendly online stores. We are known for delivering top-tier products and
customer success. Our themes, built with a focus on conversion, help merchants grow their
businesses efficiently. Currently, SalesHunterThemes has three products published on the
official Shopify Theme Store:

• Shine: The ultimate Shopify theme for startups and established brands, offering customizable sections with fast load times and a seamless mobile experience.
• Blum: A quick-setup Shopify theme designed for a stylish, fashionable shopping experience.
• Electro: A fast and versatile Shopify theme tailored for tech and electronics stores. Having three themes listed in the Shopify Theme Store is a testament to the quality of our products, as it’s no easy task to get approval from the Shopify Theme team. This achievement reflects our dedication to meeting Shopify's high standards.