Customer Experience Specialist 

Online shopping has changed. Today’s eCommerce runs on selling products, not brands. SamCart is the only eCommerce software platform built for creators, by creators, who want to build a profitable digital business and experience personal freedom and growth.

The Innovation Team at SamCart is focused on helping make entrepreneurship easy, and our first product is CreatorU, an e-learning platform which coaches creators along their journey. 

SamCart’s Innovation Team has also added a new product to our product suite known as Dropdeck. Dropdeck is focussed on making content creation easy.Dropdeck allows creators to seamlessly format their content simply by typing and utilizing our dynamic templates and designs. 

With explosive growth on the Innovation Team, we are looking to hire another Customer Experience Specialist who is primarily responsible for providing support to our customer base. This encompasses becoming a product expert as well as an educator and advocate. The Customer Experience team is a blend of Customer Support functions, but also has a coaching/nurturing component focused on helping our customers along in a more personal way. We do the heavy support lifting so our customers can focus on building their business.

Responsibilities

  • Ability to work a weekend split schedule (i.e. Tuesday-Saturday OR Sunday-Thursday)
  • Respond to customer inquiries via FreshDesk email (and coming soon: live chat!).
  • Troubleshoot customer issues pertaining to platform usage and configuration.
  • Understand and identify customer pain points and help drive the escalations process by coordinating between the product and support team.
  • Act as liaison between the customer and other departments such as the sales, support, marketing, and product teams.

Qualifications

  • Experience working within a SaaS company
  • Prior technical support experience
  • Excellent communication skills – both written and verbal
  • Tech-savvy, adaptable, and comfortable with frequent functionality updates
  • Superior customer service skills – owns the ability to be responsive, compassionate, resourceful, and solution-oriented (all while maintaining a sense of humor!)
  • Ability to provide innovative solutions or draw reasonable conclusions from provided information/context
  • Enjoys working directly with our customers, being their trusted advisor, and understanding the importance of customer happiness in staying ahead of our competition.
  • Major plus if you have knowledge of the JIRA ticketing system, FreshDesk, Google Hangouts, and Slack

This is what you’ll love about SamCart

Our co-founders always say “Their success is our success” and we believe that about our people too! We want everyone to love their job at least 80% of the time and when you are successful, the whole team is successful. 

  • Each team has one offsite Hub Week per quarter to collaborate with your team members (and others!) and plan for the upcoming quarter.
  • Diversity adds value to everything we do – We hire from and for a wide range of backgrounds and experiences to allow the team to bring their own unique ways of thinking and working to each project
  • We have unlimited PTO with an encouraged 14-day minimum to empower our team members to maintain a healthy balance in their day-to-day lives.  
  • Yay, we have 401K! 
  • Health Insurance premiums are covered 100% by SamCart for you +1, be it a significant other or child. 
  • Supportive Parental leave policies for all parents 
  • Career growth and development are essential here at SamCart and we want all team members to build sustainable, future-proof and adaptable careers.
  • Self-Care is important, which is why we offer a monthly wellness credit. 

Our Core Values

Be Transparent – We communicate openly, thrive on feedback, and check our egos at the door.

Be Human – We operate with compassion and always assume positive intent.

Be an Owner – We are all owners of the business. We take pride in our work and know that the success of our customers and the business contributes to our individual success. 

Be Creative and Commit – We collaborate, create resourceful solutions, and work as a team to get it done.

Be You – We are stronger together because of the unique qualities we each bring to the team. We believe in balance, making time for fun, and enjoying the work we do! 

APPLY HERE