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Customer Support Guru
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Howdy! SMAR7 Apps is currently hiring a full-time Support Specialist (we call them Customer Success Advocates) to join our mission to help eCommerce businesses automate and empower their online stores\n\nSMAR7 Apps is a Shopify app company that creates applications that help users increase their order value, automate their online stores and boost their sales. We currently have 5 applications: SMAR7 Bundle, SMAR7 Express, SMAR7 Scarcity, SMAR7 Product Reviews & Cookie.io\n\n**We’re looking to bring on that someone special right now to join the team Full-time and eventually transition to our head of support\n**\nWe want to be joined by someone that shares our same vision for a product-centric and customer-centric business. Someone who understands that customer support is not just about answering questions, but about guiding users to success. Someone that is willing to join us on our journey to change the way that businesses communicate, market, and sell online. Someone that is process-oriented and driven by seeing customers succeed.\n\nAs a young startup (we just hit our three year launch anniversary), we have tons of amazing users and are adding new great companies every single month. A wonderful product experience is our primary focus here at SMAR7 Apps... from the customer support to the onboarding process, to the platform itself, we're working hard to make it all a delightful experience. \n\n**About the Position:**\n\nWe're looking to reassemble our support team and find a new leader for it. As we grow we realized we needed more dedicated support and not just an agency. So at the beginning you'll be training and getting the hang of all of our applications. As we grow you'll take over and manage our entire customer support team. We'll do all we can to ensure you grow and excel in your position as long as you can have the same commitment to our customers, team and vision\n\nWhile the founders are based in St Petersburg, FL, we’re dedicated to building our company with a remote-based work environment meaning almost our entire team is remote, and we are happy to offer the ability to work from anywhere in the world through our systems in Slack, Basecamp, Intercom and GitHub. We'll do everything we can to make a stress free, easy to navigate operation inside so your role is just as simple as our platform!\n\nNot only will you be remote, but you get to work with a team that is hungry, smart, and eager to make an impact. As a major member of that team, your work will never go unnoticed. Your work will always make large waves in the company.\n\nBut hey, we also like to have fun, we understand that building a company is quite the journey, and it can be incredibly hard, so we believe that it’s important to enjoy the moments along the way!\n\n**About You:**\n\nWe want someone to join our team who truly desires to make an impact, is empathetic, loves communication, is courteous, and is constantly striving to grow/improve. Of course, being remote means you won't be micro-managed and you should be highly responsible for your actions, be reliable, focused on output and results and understand that great companies are built one small step at a time.\n\nThere are no requirements for past experience in Customer Success. If this position interests you, then apply!\n\nSome of our most amazing team members have grown into the role based on their drive and personal goals. We'd love to help you here too if that's you!\n\n**We would expect you to have:**\n\n* Ability to work remotely with your own computer and high-speed internet connection (can travel and work - just need to make sure you'll be\n* Ability to communicate with fluent English to o\n* Tech-savvy ability enough to communicate technical details and guide users through our software (training will be provided, but must have the ability to understand basics)\n* Ability to handle sometimes tough conversations with users with a smile\n* Real excitement to see customer wins, successful stores and healthy growing businesses\n* The drive to learn and grow every\n\n**What does the average day look like in SMAR7 Apps? Imagine this:**\n\nLogin to Basecamp and see what the heck everyone is up to or did over the weekend! Our team is all over the world, but we're always overlapping hours working together to innovate and move the company forward.\n\nReview any development updates in Slack or Zendesk from your teammates on internal updates, urgent tickets, new bug fixes, or what's going on in the company for that day. Communication is always key here in a fast moving company!\n\nLog into Intercom and review the conversations going on for the day and see if anything should be reviewed prior to starting your shift. You can check in with any other team members of any urgent tickets and organize your priorities to make yourself successful for the day.\n\nInside of the Zendesk & Intercom help desk, we’ll be doing live chat and email responses to help our users succeed with SMAR7 Apps! That means quickly diagnosing priority on tickets, understanding customer use cases, and product issues. Sometimes that means ringing up the engineering team or making tickets and sometimes that might mean jumping on a product call with a user to help them get unstuck.\n\nIt'll be important that you keep communication strong with the success team (especially during transitions) on what’s going on and where!\n\nThen, you can high five your teammates again when you log off and update the team in Slack with your daily update!\n\nOnce a week, we'll review the tickets as a team, review team KPI’s and review any major issues (plus we’ll meet monthly to look where to improve for better internal systems across the company).\n\nThen of course as you grow into the head support position, you'll be managing your peers success, KPIs and results as well.\n\n**More about the position:**\n\nThis shift would start at 9 AM EST - 5 pm EST Monday to Friday\n\nWe’re open to any time zone, as long as you can fulfill it!\n\n**Growth-oriented bonuses we believe in:**\n\n* 2 Weeks Paid Vacation\n* Reimbursement for Kindle Ebooks/Audible\n* Paid Access to Digital Courses for extended training\n* Free Gym Membership\n* Reimbursement for 1 local event a month\n* Working with a truly mission-driven team motivated by excellence\n* Huge room for growth\n\n**What to do next:**\n\nIf this sounds exciting to you, and you think working with an awesome startup company sounds great, let’s talk.\n\nShoot us a reply to [email protected] with #PushingForSuccess in your subject line, and we’ll set up an interview.\n\nHere’s what we’ll ask for in the email:\n\nA short overview of why you think SMAR7 Apps might be the right fit for you\n\nA résumé is cool but not necessary, feel free to include any and all recommendations from past colleagues or employers (LinkedIn works)\n\nTell us about you personally, stuff you’re into – what your goals are, where you are in life and where you want to be in life. This may not be your dream job, but who knows maybe we can work together to help it become so!\n\nWhat’s your favorite book?\n\nBONUS! Include a video of yourself telling us a little bit about yourself – just post it on Vimeo/YouTube/etc. This will greatly increase your chances of an interview! :)\n\nTake your time to articulate your thoughts, there’s no prize for submitting quickly. No need to write everything, but this is a great way for us to learn about your ability to communicate and be thoughtful.\n\nThat’s it! We look forward to meeting you!
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