Customer Support Specialist

  • SkyVerge
  • Remote
  • Aug 05, 2020
Individual Contributor Full Time

Job Description

Howdy 👋 We’re the folks at SkyVerge, where we build products (like WooCommerce Memberships and Jilt) that help over 100k+ eCommerce brands grow and manage their businesses. Our team is 100% remote, with 36 people distributed all over the world.

We’re looking for a friendly, talented Customer Support Specialist to join our team and help support our entire suite of products: a suite of WordPress plugins for WooCommerce, and Jilt, an email marketing platform built for eCommerce.

You’ll be the first point of contact for hundreds of thousands of eCommerce stores, helping them with problems, and answering questions. As part of a small team, you'll likely get your hands dirty with a little bit of everything. 

You should be...

  • Excited to be on the customer’s team -- you’ll need to understand and empathize with their problems before you start fixing things
  • A self-starter, capable of working independently 
  • Dedicated to constant experimentation & learning
  • Comfortable writing and publishing customer facing documentation
  • Familiar with HTML / CSS / JavaScript

Bonus points if you also have…

  • Experience with WordPress
  • Experience with WooCommerce (or other eCommerce platforms)
  • Experience with PHP, or another programming language
  • Experience in a Technical Writing role
  • Native-level fluency in a language other than English (We love being able to support customers in their native language!)

You’ll be responsible for…

  • Assisting customers by troubleshooting technical problems and logging detailed issue reports for the engineering team as needed
  • Answering pre-sales questions and other feedback from customers
  • Writing technical documentation and other content so customers can help themselves
  • Documenting and optimizing our support process to improve customer satisfaction
  • Helping our product, engineering, and marketing teams identify areas where we can improve the customer experience
  • Monitoring social media and forums where customers may have questions or issues with our products and get them the help they need

Why you’ll love working with us…

  • Kind, wonderful teammates that enjoy their work as much as you do
  • Competitive salary
  • Annual company retreats (read about our last adventure in Scotland!)
  • Fantastic benefits: 28 days paid time-off, full health insurance (medical, dental, and vision), retirement contributions, paid parental leave, and more!
  • Transparent culture (check out our team wiki)

Curious to learn more? Read our full position overview and apply here. We're excited to meet you! Applications accepted through July 31st.

We support workplace diversity and do not discriminate on any protected class. We believe when we work together as a team of different views, experiences, and ideas, we can build amazing things.