
Ecommerce Support Expert
1 week ago
As a key member of our support team, you will play a vital role in helping e-commerce clients understand and utilize our testing platform. You will be the primary point of contact for customers via email, Slack, and chat to resolve issues and deliver exceptional customer experiences.
The Role Responsibilities
- Deliver top-notch customer service by responding promptly to customer inquiries
- Troubleshoot technical problems, identify root causes, and provide solutions or escalate when necessary
- Become an expert on our product so you can answer questions quickly and accurately
- Manage 20–30 open customer conversations at any given time
- Own follow-ups and ensure all tickets are resolved in a timely manner
- Collaborate with internal teams on escalated or complex issues
- Identify trends in support issues and share insights with product, tech, and ops teams
- Contribute to knowledge-sharing initiatives (documentation, training, etc.)
Required Skills and Qualifications
- Proven experience in merchant support, customer support, or a related field
- Excellent communication and problem-solving skills
- Ability to think on your feet and prioritize tasks effectively
- Familiarity with tools like Tableau, Looker, SQL, or BI platforms is a plus
What We Offer
- A competitive salary package
- Flexible vacation and PTO policies
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