Live Chat Representative

Description

As part of the Merchant Success team, the Live Chat Representative is the first point of contact for both prospective and tenured merchants running their loyalty programs with Smile. You will be expected to quickly handle a high volume of conversations, triaging those conversations to determine if you can help yourself, or if you need to smoothly escalate the conversation to another Smile support team.

This is a full-time remote role (Monday -Friday, 5am-1pm EST +/- 1hr)

What You’ll Do:

• Be the first point of contact for both current and prospective Smile merchants, handling both concurrent and a high volume of conversations with accuracy.
• Help prospective merchants articulate the value of Smile.
• Enable product adoption by facilitating trial access and demonstrating the app’s capabilities.
• Guide merchants through configuration and identify and resolve minor issues
• Ability to delegate escalations effectively through setting expectations and providing concise internal communication.
• Build trust, empathize, and delight merchants by setting the standard for what exceptional support looks like.
• Contribute to our product feedback process

What you’ll help us achieve:

• 5-star Shopify app store generation, meeting or exceeding individual target quota. This is crucial for this role.
• A team Customer Satisfaction (CSAT) score of 90% or better.
• Internal efficiency. Live Chat acts as a ‘gatekeeper’ and this must be done effectively to avoid reassignments to inaccurate teams.
• Clean internal conversation flow that fosters a positive merchant experience and sentiment.

Requirements/Skills:

• Based in/able to work 5am-1pm EST (+/- an hour) Monday to Friday.
• Expressive personality with a high level of empathy. When a merchant opens a chat they know there’s a real human at the other end.
• Competency in a digital environment. We use tools like Notion, Slack, Google Sheets, Metabase, etc. You don’t have to know how to use all of these tools when you apply, but you must have a mindset that is fairly adept at learning new technologies.
• Knowledge of the e-commerce industry/desire to learn and keep up with industry trends.
• Ability to multitask and handle a high volume of conversations in a fast-paced environment.
• Team-oriented mindset.
• Able to operate independently in a remote environment while maintaining focus.

Bonus if you have:

• 2+ years customer service/support/success experience
• Experience with Intercom and/or working in a similar role in a prior job.
• Experience working remotely.
• E-commerce experience, whether that be working in the industry, or running your own store.
• Entrepreneurial instincts, such as running your own side hustle
• Working knowledge of HTML/CSS/JS (or any coding language) and using web inspector.

Our commitment to candidates:At Smile, we understand that finding a new role is challenging and that self-doubt or imposter syndrome can prevent you from applying to a role, don’t let it! You have a ton to offer and we want you to feel encouraged to apply, even if you don’t check all of the boxes. If you are passionate about eCommerce and helping merchants grow through loyalty and reward, connect with us.

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