Customer Support Specialist for SaaS Company

We are looking for driven and dynamic professionals, eager to learn about our customers and turn their needs into improvements in our products. This person will be our eyes and ears and serve as a guide to help our customers employ Cartkit's products' full potential.

We are looking for a person that will help us expand our customer support operation to provide full support 24/7. We are looking for someone who can take care of customer support during the EST business hours. Our objective is to reduce our response rate to be able to address issues as soon as possible.

Your responsibilities will include activities like:
- Provide live chat and email support for four different apps (some across various platforms).
- Swiftly follow up with customers after negative reviews and continue improving the strategy to address these situations.
- Document bug reports and provide a proper follow-up to customers.
- Document ideas and feature requests from customers
- Document and update the Help Center or FAQs continuously (internal and public docs)
- Reviewing testimonials and surveys from users (approve, decline, and issue compensation if applicable)
- Thinking about new and useful features and evaluating current offerings.
- Helping establish the CartKit brand as a leading Shopify Apps Developer.
- Proactively identify opportunities to improve Product and Customer Experience.
- Working closely with customers to understand their pain points and needs, to come up with solutions and fixes with the team.
- Communicating new features, insights and creating content and/or strategy related to improving the customer experience and customer journey.
- Acting as a bridge between the customers and the team to improve the app, develop new features, and in general supply the team with client insights.
- Establishing metrics and KPIs to improve support processes continuously.

Qualifications:
Bachelor's degree
At least 1-2 years of work experience in technical customer support roles (or related roles)
Experience with Help Desk Software like Intercom, Zendesk, etc.
Proficient in English (both spoken and written English must be impeccable)
Excellent communication skills
Driven by ownership, accountability
Love for product and SAAS

Benefits
Flexible Working Hours (we rely heavily on async communication and collaboration)
Flexible Vacation
Learning and Development
100% Remote
Autonomy
Diversity and Equality

In your cover letter, include the following:
1. Please go to this website: Upgrade to see actual info (Choose 1 Minute Typing Test ? Difficult Test) and send us a screen capture of the result.
2. Record a 1-minute introductory video sharing what motivates you to apply for the opportunity and why you think you are a top candidate for the role. You can use CloudApp, Loom, or any video recording tool of your choice.