Technical Support Associate

Blackcart's Try Before You Buy software brings the in-store shopping experience to eCommerce. We integrate into existing eCommerce stores, enabling shoppers to try products at home for free and only pay for what they decide to keep. Blackcart-powered merchants see 24% higher purchase conversions, 51% higher average order values and 39% higher net sales. We are a rapidly growing start-up poised to significantly transform the retail industry with our market-leading Try Before You Buy platform. Read about us in TechCrunch

Blackcart has raised over $10M from a long list of top-tier VCs and has partnered with top eCommerce retailers to grow sales and delight their shoppers. We are growing our team so we can continue to optimize the online shopping experience

**About the role**
As a Technical Support Associate, you will represent Blackcart on the front lines - solving problems and communicating directly with merchants and shoppers. You will be critical in providing both merchants and shoppers with a great Try Before You Buy experience, and the insights you gather will impact Blackcart's future business decisions.
**Responsibilities**

Support our Merchants
- Guide merchants by responding to and resolving inbound technical questions during their onboarding and post-launch experience with Blackcart
- Independently investigate issues, escalating to Engineering when appropriate, with key details clearly documented
- Collaborate with Product, Marketing, and Merchant Success on writing and updating merchant-facing technical knowledge base articles
- Collaborate with internal teams on problem-solving issues, including Customer Success, Merchant Success, and Engineering
- Tag, organize and communicate merchant feedback to the appropriate internal teams

Support our Shoppers
- Resolve customer payment card disputes and execute on fund collections process
- Collect shopper Net Promoter Score and provide insights to appropriate internal teams
- Tag, organize and communicate shopper feedback to the appropriate internal teams

**Requirements**:

- Enjoy investigating and solving technical problems while providing great customer service
- Strong communication skills to clearly and directly address merchant's inquiries
- A desire to learn and grow in a fast-paced environment
- Ability to prioritize issues by assessing the level of urgency and impact
- Committed to continuous improvement and takes initiative to help design new tools and processes
- Working knowledge of a ticketing system
- Technical proficiency using web-based software and demonstrated experience investigating and solving problems in a professional role
- Excellent collaboration skills; ability to work as a team player and individually
- Strong sense of empathy for the customer

**Nice to have**
- Experience in technical software support
- Experience with retail and eCommerce platforms
- Experience with technology onboarding or implementation processes
- Bring experience working in a high-growth startup environment
- Love animals (It's likely that our CHOs, Chief Happiness Officers - Harvey and Unagi - will be sitting in on your interview)

**Benefits**
- We offer competitive compensation including salary and equity. You grow as we grow
- We have an awesome HQ in Toronto and offer full health benefits
- Blackcart is a rapidly growing start-up, poised to significantly transform the retail industry with our market-leading Try Before You Buy platform
- 500 Startups / venture backed company
- Casual work environment with extremely talented staff
- Ability to join an early stage for a one of the fastest growing startups

Blackcart is an equal opportunity employer and is committed to diversity. As part of this commitment, we do not discriminate on the basis of age, race, sex, gender, gender identity, colour, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status.