Customer Support & Success Manager
Rep is the first AI-powered Concierge (sales chatbot) for eCommerce. It proactively approaches disengaged site visitors and offers shopping assistance for everyone. As a result, Rep sells more stuff and handles up to 90% of all support requests.
We are looking for a Support and Customer Success Manager to join our team and help us revolutionize the eCommerce shopping experience! This role includes educating and training customers, troubleshooting, identifying opportunities, and ensuring customer retention. As a Customer Success and Support Manager, you will be responsible for providing outstanding support to Rep's longtail and SMB clients through written communication (mainly email) and meetings to address their needs effectively.
You'll investigate client issues and instruct them on the best solutions for their case. In addition, you will create, maintain, and enhance our Help Center and video tutorials to continuously strengthen our clients' product knowledge and attachment to Rep, as well as serve as our clients' advocate within the team.In your day-to-day, you'll work with the founders, sales, marketing, and R&D team to build the next big channel for eCommerce brands.We're a passionate bunch, spread out around the globe, who come together to help deliver the best shopping experience — for everyone. We're fully remote - so you can do your best work from wherever you want to be.
You will:
- Work closely with customers to understand their challenges
- Answer support tickets and manage support calls with self-serve and SMB clients
- Provide technical assistance at all levels
- Write support materials and create video tutorials to help Rep clients get to value faster
- Help increase product / feature adoption and advocacy
- Recommend and execute creative strategies to generate more value for customers
- Provide training and education on the Rep platform and new features
- Serve as a customer advocate within the Rep Team
- Work with an amazing team!
Requirements
- Fluent English, speaking and writing
- Work Monday to Friday morning-evening EST
- Willingness to work US hours or live in the US
- 1+ years of successful experience in support or client management
- Strong analytical skills
- Strong relationship skills, supported by strategic consulting skills and technical curiosity
- Ability to analyze and draw conclusions based on raw data
- Expertise in presenting concepts and vision to senior teams to influence strategy
- Ability to communicate technical concepts to technical and non-technical audiences
- Experience working with multiple diverse accounts in parallel
Preferred requirements
- Great content writing skills
- Experience working with Data & BI systems
- Experience working with CRM tools (Trello, Jira, Salesforce, Zendesk etc.)
- Experience working with any eCommerce platform (i.e., Shopify, Magento, Bigcommerce, WooCommerce)
- Being referred by a current Rep team member is a plus!
Required Skills
You will get
Supportive team environment, flexible schedule. Add to that a competitive salary, best-in-class benefits package, which includes medical, life, dental & vision, 401(k) with company match, paid time off, and career growth opportunities
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Interested in joining the Rep Team?
Shoppers deserve a better experience—so let's give it to them. Conversational Shopping is the future of commerce. Join us.
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