Customer Support Expert

4 weeks ago


Edmonton, Alberta, Canada Rokt Full time

We are a hyper-growth Shopify ecommerce leader, Aftersell by Rokt. Our mission is to unlock value for SMB companies by making each transaction relevant at the moment that matters most.

Our AI-based relevance Platform and scaled ecommerce Network powers billions of transactions. As a result, our valuation has increased significantly, allowing us to expand rapidly. In our pursuit of excellence, we practice transparency in career paths and compensation.

As a Customer Support Specialist, you will play a pivotal role in ensuring customer satisfaction. Your primary responsibility will be to assist customers through live chat and email to resolve any issues they encounter. This involves providing timely and accurate information, troubleshooting technical problems, and addressing concerns or complaints in a professional and empathetic manner.

Key Responsibilities:

  • Manage support tickets efficiently
  • Guide customers on how to use our app to achieve success
  • Address complex customer issues requiring HTML/CSS skills
  • Capture customer feedback and insights
  • Contribute to a dynamic team dedicated to empowering eCommerce merchants

Requirements:

You must have a strong foundation in customer-facing roles, with experience in managing accounts and coding in CSS. Intercom and Linear experience are pluses. You should be an excellent communicator, able to teach and present concepts effectively. Your values align with ours: high integrity, striving for excellence, respect for others, collaboration, and a willingness to learn.

We believe hard work and dedication drive success. You should be comfortable working in a fast-paced environment, prioritizing tasks effectively, and solving core problems holistically. If you enjoy helping others succeed and contributing to a company's growth, this role may be for you.

Benefits:

  • A competitive base salary of $55,000 per annum, reflecting your value to the team
  • An employee equity plan grant, demonstrating our commitment to your long-term success
  • World-class benefits, including fully funded premium health insurance for your entire family
  • A dog-friendly office, fostering a relaxed and productive work environment
  • Extra leave provisions, allowing you to balance your life and commitments
  • The opportunity to work with talented individuals and travel to our offices worldwide

We strive to create an inclusive culture where people can be their authentic selves. Join us at Rokt and embark on a rewarding career journey.



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