Customer Support / Success Specialist at CartStack

Posted on: 04/27/2022

Location: (REMOTE)

Original Source

Tags: javascript

As a customer support/success specialist, problem-solving, clear-communication, and tech savviness are your strongest traits! You will be helping to manage CartStack's support channels (email, chat, & phone) in your quest to WOW customers by exceeding their expectations :). You will be spending about 50% of your time on customer support tasks and the other 50% of your time on pro-active customer success and campaign optimization tasks for our customers. CartStack is a growing SaaS startup that offers a cart & visitor abandonment solution for e-commerce and reservation websites. Our mission is simple…. Be known as the most powerful visitor abandonment recovery solution in the world! Check out our company values page here - <http://www.cartstack.com/values/>. And see what a couple of our team members have to say about working at CartStack here - [What is it like to work at CartStack?](https://docs.google.com/document/d/1K8Sq15y0iOhUrMsS2BgkC_ep-16tmzxR-fOgwqTR2Zw/edit) **Responsibilities you will own:** * Respond to and resolve customer questions via livechat and email (and every once in awhile, phone) * Review new customer's websites to make sure our tracking code (javascript snippet) is integrated properly (you will need to be proficient with HTML and basic JavaScript) * Pro-actively helping new trialers get onboarded with their new accounts * Assist in developing first-class content for our help docs website * Review existing customer accounts for any issues or possible account optimizations * Reach out to customers about referrals and testimonials * Assist our marketing team in pro-active account optimizations for customer campaigns * Come up with and execute random acts of kindness for our customers :) This is a contract to full-time hire position. We would like you to start out with a 90 day contract and if we are a good fit for each other, we'll move into a W2 position + benefits (for US based employees). **Requirements** * You must be self-motivated, detail-oriented, empathetic, and passionate about about helping people * You love to solve complex, technical issues * 1 + years of customer support experience (Bonus if it's for a SaaS company!) * Foundational understanding of HTML and JavaScript * Experience working in a remote environment * College educated * Fantastic writer and communicator * Access to high-speed internet * Bonus points if you have experience with e-commerce and marketing (these will come in handy when helping customer's optimize their campaigns) * Also, bonus points if you have experience in the hospitality industry (since many of our customers are hotels using our solution for reservation abandonment recovery) **Benefits** * Remote work and flexible schedule (save a couple thousand dollars a year in commuting costs and 100+ hrs each year) * We genuinely care about our employees/contractors and their happiness in their every day work * Chance to step in and have a big impact on a growing SaaS company * A fun, relaxed company culture (Skype happy hours every month!) * Annual team trip where we meet in person for work and fun! * We focus on learning and personal/career growth ($100/mo budget for learning / books / courses) * Competitive compensation (w/ opportunity for growth related bonuses) * When (and if) you transition to a full-time employee you would receive health and dental insurance + some other perks So, sound like an awesome fit for you? If so, we'd love to hear from you!