Customer Experience Executive

*Job Description
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WebEngage has launched it's new app on Shopify called ConvertWise. Customer Experience role at ConvertWise involves understanding the eCommerce industry and Shopify ecosystem, learning the functionalities of ConvertWise's app, and knowledge of other personalization apps in the ecosystem. This role requires you to step into the shoes of a merchant to understand their needs and issues, and help customers use the products to achieve their goals.

Key Functions and Responsibilities:

• Be the first responder on any issues our merchants face. Assist them the best you can via chat / email / video calls
• Collect reviews on the Shopify App Store post a satisfactory merchant conversation
• Proactively reach out to clients to increase the adoption of our tool and to gather feedback
• Have a full understanding of the product, and proactively update yourself with the latest product changes. You may be required to give product demos to some clients
• Work closely with product and engineering team to resolve customer issues
• Support the internal team to serve customers better by contributing with constructive ideas around product and processes
• Maintain documentation on all processes wherever required.

Ideal Candidate:

• 0-3 years experience in a customer facing/support role
• Strong Ownership attitude - This job is ideal for you if you’re someone who doesn’t like to do monotonous work every day
• Ability to multi-task and prioritize tasks effectively - A young startup is always at war. Everything is critical. Be prepared to put your prioritization skills to test
• Flexible to work in evening/night hours to cater to outside-India clients Excellent communication skills are a must.

Bonus if you have either of these

• Prior education in a engineering / analytics courses
• Some experience working / studying outside India
• Prior knowledge of Shopify ecosystem

Life at WebEngage:

• We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings.
• A highly inclusive work culture that promotes a relaxed, creative and productive environment.
• Practice autonomy, open communication, growth opportunities,while maintaining a perfect work-life balance
• Go on company-sponsored offsites, once a year and blow off steam with your work buddies! (Post Pandemic)

Perks & Benefits:
Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorship (Macbook for Engagers!)
Get the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and a Contemporary Leave Policy (beyond sick leaves

Explore more here:
https://youtu.be/Y0HjfyMjUpg
https://www.linkedin.com/company/webengage
https://twitter.com/WebEngage?s=09

Think you fit the bill? Come along, let’s redefine the future of Marketing Automation!WebEngage aims to be an equal opportunity employer. We strongly believe that when people feel respected and included they can be more creative, innovative, and successful. We believe that change is the only constant and are in the process and will continue to be in process with changing times to adapt and advance diversity and inclusion. We take affirmative action to ensure equal opportunity and complete non-disclosure of all applicants without any regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other characteristics not mentioned hereinabove which are protected under the law of the soil.