Customer Success Associate (Remote)

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It's very important that you read everything about the company as well as the role you're applying for to ensure this is the right one for you as well as Zendrop. Thank you!

About Zendrop:

Zendrop is an innovative, tech-enabled solution crafted to maximize online sellers' success while minimizing their efforts.

What We’re Looking For:

At Zendrop, we’re incredibly passionate about our platform, services, and everyone who’s part of this exciting journey. We’re looking to add a highly experienced Customer Success team member with a background in supporting dropshippers.

Do you think that could be you? We think it could be, too!

To find out if you're the right fit, please carefully review the details below. If you’re confident that your experience aligns with the role and believe you’d thrive as part of our fast-growing team, we encourage you to apply. We truly look forward to connecting with you!

We’re seeking a high-energy, positive, and experienced Customer Success professional who thrives on feedback and continuous improvement. Your role will be to assist our customers by resolving issues and answering questions about our platform.

This is an excellent opportunity for you if you want to work with a fast paced and rapidly evolving team of amazing individuals.

The key qualities we are looking for are below:

Ownership And Initiative: We value initiative and ownership—after training, you’ll be trusted to manage your role independently with minimal oversight.

Top-Level Service: You should be confident in providing fast, professional, and friendly service to Zendrop sellers via chat and email, maintaining quality responses at all times.

Adaptability And Growth: You'll thrive in a fast-growing company with a high-energy team, embracing changes as they come. Zendrop’s Customer Success team is evolving, offering plenty of room for growth and involvement.

Key Responsibilities:

Work Hours:
This is a fully remote role, with expected work hours aligned to the following shifts:
1st Shift: 8:30 AM - 5:00 PM EST
2nd Shift: 4:30 PM EST - 1:00 AM EST
3rd Shift: 1:00 AM EST to 9 AM EST

You will have the flexibility to start early or stay late as needed ensuring that core hours are covered. If you’re hired, you will be assigned to a shift based on the current needs of the business.

Respond to Chats & Emails Efficiently: You'll be expected to handle customer support conversations promptly while maintaining high-quality responses. Our key performance indicators (KPIs) include "Conversation Quality”, “First Response Time” and “CSAT Score”.

Develop Zendrop Expertise: You’ll need to become an expert on Zendrop as a platform, particularly on Shopify, and understand how everything works.

Internal Notes & Collaboration: Keep thorough internal notes for each conversation and ensure all required information fields are filled out. If needed, create "Side Conversations" to bring in subject-matter experts when a conversation requires additional assistance.

Task Management: Manage tasks like gathering information from the fulfillment team and setting reminders for follow-ups. You should be comfortable navigating multiple platforms and organizing your workflow to ensure nothing slips through the cracks.

Internal Communication: Communicate clearly and proactively within the team. Asking for clarification whenever needed and building strong relationships with teammates and management.

What You'll Be Doing:
Your role will be to assist our customers by resolving issues and answering questions about our platform. Here’s what you can expect:
Customer Support: Provide clear, helpful responses to questions about the Zendrop platform, the dropshipping business model, Shopify integration, shipping times, and processing logic.

Account & Order Management: Understand customer accounts and order statuses to assist users effectively. Handle refunds and ship replacement orders when needed.

Ticket Resolution: Respond quickly to support tickets while maintaining high-quality communication. Share feature requests you believe are valuable to the team.

Troubleshooting & Bug Reporting: Resolve technical issues related to Zendrop and Shopify accounts. Report any platform bugs to our development team with clear, actionable details.

Tracking & Updates: Explain tracking number updates to customers and troubleshoot order status issues.

Product Listings: Update product information when necessary to ensure accuracy on the platform.

Required Experience:

1. You must be able to meet all of the expectations above plus:
2. Prior Customer Success Experience preferably in the SAAS space.
3. Solid understanding of Shopify and the broader e-commerce ecosystem.
4. Beginner knowledge of Shopify’s API and APIs in general.
5. Previous experience in the e-commerce industry is a plus.
6. Near-native proficiency in both spoken and written English.
7. Ability to work independently for 8+ hours without distractions and minimal supervision.
8. Beginner understanding of the dropshipping business model.

The Interview Process:

A 30-minute conversation with our Manager of Customer Experience.
If you're excited about contributing to Zendrop’s success and feel this is the right role for you, we’d love to hear from you!