Customer Support Specialist
There are millions of e-commerce businesses around the world, and the industry is growing each year. Yet achieving profitability has never been harder. Costs are rising, it’s more tricky to acquire customers, and they have to run with lean teams. As a result, the vast majority of them guess about things like how to price their products, what discounts to offer, whether to charge for shipping, and what content they should show on the site. As a result, they leave 6-10% of potential profit on the table.
Intelligems is a profit optimization platform that helps these entrepreneurs succeed, and find all of that extra profit. The platform provides e-commerce merchants with a wide range of AB testing and personalization tools to help them understand their data, run experiments, and price dynamically. We’re taking technology that has previously only been available to the Amazons and Ubers of the world, and making it available to e-commerce stores of any size.
We have excellent traction and are working with > 200 brands and have processed more than $2B of data. We’re getting ready to head into scale mode, and are looking for someone to help establish our Merchant Success team to help our customers make the most out of this incredibly powerful platform.
We have an extremely high-performing team to go after this opportunity, and have a collaborative culture of low-ego + high IQ people. It’s our strongest asset, and we hold a very high bar. You can learn more about working at Intelligems and our values here.
We're backed by Matchstick Ventures, Vinyl Capital, Techstars, and the founders of companies like Klaviyo, Postscript, and Stedi and have raised >$4M of funding.
Location
While we are a distributed company with the capacity to work well remotely (and have for many years)- we have some office spaces in Denver and New York that the candidate would be welcome to join at.
Culture & Values
As a customer-first, product-oriented company all success will be driven by the caliber of people on the team. Our core values include:
1. Put customers first
Create impact for customers and put the customers' interests above your own with honesty and transparency.
2. Be helpful
What goes around comes around. You never know where someone else is coming from, and being able to help out is a privilege. Whether it's a request from a customer, a teammate, or a partner, do your best to be prompt and generous in your support
3. Strive for excellence
Commit to being the best in the world at what you do.
4. Build and develop a diverse, world-class team
Set the highest possible standards on hiring, and devote time and energy to giving and receiving feedback.
5. Have a perspective
Everyone on the team is responsible for making us great- if you disagree with something being done, you are expected to voice this and have a discussion - regardless of your role or who is on the other side of the table (or Zoom).
The Role
We are seeking a highly motivated individual to join our team as a Customer Support Specialist. As a Customer Support Specialist, you will be responsible for providing exceptional customer service to our clients primarily through chat and email.
Responsibilities
Responding promptly to customer inquiries and being proactive in managing customer expectations
Analyze and troubleshoot reported issues, determine root causes, and provide solutions or escalate issues to other teams as necessary
Knowing our products inside and out so that you can answer questions quickly.
Being able to manage 20-30 open conversations that may be resolved in minutes to days.
Own the follow up for making sure that all tickets receive a resolution in a timely manner - including staying on top of internal stakeholders who may need to work on the tickets
Identifying trends in issues and providing feedback to product, tech, and ops teams.
Participate in knowledge-sharing activities, such as training and documentation, to ensure continuous improvement of the support team’s capabilities
Requirements
Proven customer support experience or experience as a client service representative.
Excellent communication and problem-solving skills.
Experience in e-commerce or SaaS is a plus.
Ability to multitask, prioritize, and manage time effectively.
If you are a self-motivated individual with a passion for providing exceptional customer service, we encourage you to apply for this exciting opportunity.
What’s Offered
Competitive salary + strong benefits + potential equity packages
High degree of autonomy and potential for advancement
Medical, Dental, & Vision insurance
401(k) with match program
Flexible vacation and PTO schedule
Apply
Please fill out this form to apply. Reach out to jobs@intelligems.io with any questions
As an equal opportunity employer we strongly encourage people from underrepresented groups to apply for this role. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, disability, political affiliation, personal appearance, pregnancy, family responsibilities, matriculation, or any other characteristic protected under federal, state, or local law.
