Customer Experience Associate

Responsibilities

• Be a self-starter who thrives in a rapidly growing organisation.
• Maintain ownership of customers, and develop new relationships while supporting existing customers to drive adoption, expansion and retention of Shopflo's suite of products.
• Provide first contact resolution according to standard operating procedures and respond back to users via callback or email.
• Ensure accuracy in information when communicating to Shopflo customers.
• Identify customer needs and help customers use specific product features.
• Update our internal databases with information about technical issues and useful discussions with customers.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share with our Product, Sales and Marketing teams.
• Help set up processes to ensure the scalability of the support function.
  

Requirements

• At least 2 years of experience as a Customer Support Associate in a SaaS company.
• Since this will be a client-facing role, excellent communication and interpersonal skills are a must.
• Patience when handling tough cases.
• A good understanding of ticketing tools like Freshdesk/Zendesk/Zoho is a must.
• A good understanding of CRM tools like Hubspot/Airtable is a plus.
• Comfortable using data to back solutions provided to merchants.
• Agility and ability to adapt quickly to changing requirements, scope and priorities.