Customer Experience Executive

Job Description

Customer Experience role at ConvertWise involves understanding the eCommerce industry and Shopify ecosystem, learning the functionalities of ConvertWise's app, and knowledge of other personalization apps in the ecosystem. This role requires you to step into the shoes of a merchant to understand their needs and issues, and help customers use the products to achieve their goals. Key Functions and Responsibilities: Be the first responder on any issues our merchants face. Assist them the best you can via chat / email / video calls Collect reviews on the Shopify App Store post a satisfactory merchant conversation Proactively reach out to clients to increase the adoption of our tool and to gather feedback Have a full understanding of the product, and proactively update yourself with the latest product changes. You may be required to give product demos to some clients Work closely with product and engineering team to resolve customer issues Support the internal team to serve customers better by contributing with constructive ideas around product and processes Maintain documentation on all processes wherever required. Ideal Candidate: 0-3 years experience in any area. Strong Ownership attitude - This is a small team so wed like you to take complete ownership of your role. Execute, improve and, in due time, manage all things support. Ability to multi-task and prioritize tasks effectively - A young startup is always at war. Everything is critical. Be prepared to put your prioritization skills to test. Flexible to work in evening/night hours to cater to outside-India clients. Excellent communication skills are a must.