Live Chat Representative

Summary

Join Smile's Merchant Success team as a Live Chat Representative, providing first-point support to merchants using Smile's loyalty programs. This full-time remote role requires handling a high volume of concurrent chats, assisting with product adoption, and resolving minor issues. You will need strong communication and empathy skills, along with the ability to quickly learn new technologies. Success in this role is measured by achieving a 5-star Shopify app store rating and maintaining high customer satisfaction. The role offers a flexible schedule and the opportunity to contribute to a growing company.

Requirements

• Based in/able to work 5am-1pm EST (+/- an hour) Monday to Friday
• Expressive personality with a high level of empathy. When a merchant opens a chat they know there’s a real human at the other end
• Competency in a digital environment. We use tools like Notion, Slack, Google Sheets, Metabase, etc. You don’t have to know how to use all of these tools when you apply, but you must have a mindset that is fairly adept at learning new technologies
• Knowledge of the e-commerce industry/desire to learn and keep up with industry trends
• Ability to multitask and handle a high volume of conversations in a fast-paced environment
• Team-oriented mindset
• Able to operate independently in a remote environment while maintaining focus

Responsibilities

• Be the first point of contact for both current and prospective Smile merchants, handling both concurrent and a high volume of conversations with accuracy
• Help prospective merchants articulate the value of Smile
• Enable product adoption by facilitating trial access and demonstrating the app’s capabilities
• Guide merchants through configuration and identify and resolve minor issues
• Ability to delegate escalations effectively through setting expectations and providing concise internal communication
• Build trust, empathize, and delight merchants by setting the standard for what exceptional support looks like
• Contribute to our product feedback process

Preferred Qualifications

• 2+ years customer service/support/success experience
• Experience with Intercom and/or working in a similar role in a prior job
• Experience working remotely
• E-commerce experience, whether that be working in the industry, or running your own store
• Entrepreneurial instincts, such as running your own side hustle
• Working knowledge of HTML/CSS/JS (or any coding language) and using web inspector

Benefits

This is a full-time remote role (Monday -Friday, 5am-1pm EST +/- 1hr)