Customer Experience Advocate

Summary

Join Postscript, a leading SMS marketing platform for e-commerce brands, as a Customer Experience Advocate (CXA) and be the first point of contact for customers. You will be responsible for providing exceptional support, troubleshooting issues, recommending solutions, and guiding users through features and functionalities. This role is fully remote and requires East Coast working hours. You will be a key player in representing the company and product, ensuring customer satisfaction and driving value from SMS marketing.

Requirements

• 2+ years experience as a customer support specialist or a similar customer success role
• Ability to work in East Coast hours
• Demonstrated understanding of technical products and a technical support process
• SaaS experience (ideally at a startup and/or hypergrowth company)
• Experience with e-commerce or marketing technology (SMS platforms or Twilio is a plus)
• Excellent communication and problem-solving skills, including excellent grammar
• Strong comfort with multitasking and managing competing priorities
• Experience in a remote-first role, including comfort on Zoom calls

Responsibilities

• Respond to customer, prospect, and partner needs quickly and effectively via chat and email
• Develop and maintain expert-level understanding of the Postscript product, along with larger e-commerce & marketing knowledge
• Be incredibly solutions-oriented and create “wow moments”
• Gather customer feedback and share it with our Product, Sales, and Marketing teams
• Follow up with customers to ensure their technical issues are resolved as needed
• Proactively inform customers about new features and functionalities in relevant interactions
• Consistently embody the Postscript brand in all customer interactions

Preferred Qualifications

Experience using helpdesk software and remote support tools (Zendesk, Intercom, and JIRA are a plus)

Benefits

• Hourly compensation range of USD $22-$26 plus equity (we do not have geo based salaries)
• High growth startup - plenty of room for you to directly impact the company and grow your career!
• Work from home (or wherever)
• Fun - We’re passionate and enjoy what we do
• Competitive compensation and opportunity for equity
• Health, dental, vision insurance