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Support Specialist


Full-TimeCustomer SupportUSA Only

Why CartHook?

As a Support Specialist at CartHook, you are the first point of contact for current and potential CartHook merchants. You’ll represent our company with the highest level of service in every interaction, from answering email and chat questions around pricing to troubleshooting more technical issues. You’ll also assist customers who are in the onboarding process by helping with account set up and how-to questions. You’ll use your solid communication and strong customer relationship skills to help new and existing customers successfully use the CartHook product. By solving support challenges that vary in complexity by account, you’ll help grow and retain our customer base.


This role works closely with the Support, Success and Engineering teams to create a strong customer-centric culture and ensure efficient and effective product engagement and retention for our customers.


The Role


As a Support Specialist at CartHook, you are the first point of contact for current and potential CartHook merchants. You’ll represent our company with the highest level of service in every interaction, from answering email and chat questions around pricing to troubleshooting more technical issues. You'll also assist customers who are in the onboarding process by helping with account set up and how-to questions. You'll use your solid communication and strong customer relationship skills to help new and existing customers successfully use the CartHook product. By solving support challenges that vary in complexity by account, you'll help grow and retain our customer base.

This role works closely with the Support, Success and Engineering teams to create a strong customer-centric culture and ensure efficient and effective product engagement and retention for our customers.   


What we’re looking for:
  • 1-2 years of experience in SaaS support environment
  • Ability to respond to customer queries in a timely and accurate way, via email or chat
  • Ability to problem-solve, track and follow up on a variety of complex technical issues with internal and external stakeholders
  • Follow up with customers to ensure their support issues are resolved
  • Excellent time management skills
  • Excellent written and verbal communication and strong customer relationship skills
  • Curiosity, the ability to think creatively, be highly collaborative, and extremely driven
  • Ability to work 9 am - 5 pm PST
Bonus Points

  • Experience working in HubSpot, GSuite apps, Slack, Zoom, and Jira
  • Support chat experience
  • Ecommerce experience
  • Patience when handling tough conversations
  • Experience with Shopify, Shopify Plus and BigCommerce 
  • Basic understanding of HTML, CSS, and JavaScript 
  • Previous experience in an environment with constantly shifting priorities 
  • Previous experience in a remote environment

So, are you game? If yes, let’s talk! Send us your resume and an answer to the following question to jobs@carthook.com.

Question
We’d love to learn a little bit more about you and how you’d handle certain situations. So when sending us your resume, please also include an answer to this question: 

  1. Describe a challenging situation with communication or an interaction with a customer, any customer, even if it was outside of a tech environment, that you worked on and solved in the past—something that you're proud of or found interesting. Explain the process and tools you used to resolve the issue.




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