Customer Support Specialist

| Austin | Hybrid
Sorry, this job was removed at 12:21 p.m. (CST) on Wednesday, November 6, 2019
Find out who's hiring in Austin.
See all Customer Success jobs in Austin
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

SamCart is a web-based check out platform that features conversion-optimized checkout templates along with 1-click upsells, subscription and payment plan capabilities that are designed to maximize profits from every sale.

We are looking to grow our Technical Support Team by adding a dedicated Technical Support Specialist. We are a rapidly-growing, fast-moving, ultra-hyper, candy-eating, protein-drink-drinking company that loves our customers and firmly believes that their success is our success. That’s why this position is so important – and why it comes with such amazing growth opportunity.

SamCart’s Technical Support Specialist will be responsible for developing customer relationships that promote loyalty and retention in a SaaS environment. You will be expected to be a product expert. The ability to provide product feedback and escalation of critical service issues expeditiously is critical in this role.

Key responsibilities:

  • Respond to customer inquiries via Intercom chat, email, phone, and video 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.
  • Be proficient in knowing when to use perfectly hilarious GIFs within customer conversations to close their ticket with a smile.
  • Act as liaison between the customer, support, marketing, and product teams.

We are looking for someone who:

  • Has experience working within a SaaS company
  • Has prior technical support experience
  • Has excellent communication skills – both written and verbal
  • Is tech-savvy, adaptable, and comfortable with frequent functionality updates
  • Has superior customer service skills – owns the ability to be responsive, compassionate, resourceful and solution-oriented (all while maintaining a sense of humor!)
  • Is a master of critical thinking - Has the 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.
  • Has knowledge of the JIRA ticketing system, Intercom Customer Messaging system, Google Hangouts, and Slack (major plus)
  • Has a bachelor’s Degree or equivalent work experience.

NOTE: Our company's office location is at the WeWork in the Domain.

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • LaravelFrameworks
    • Next.jsFrameworks
    • Node.jsFrameworks
    • Vue.jsFrameworks
    • MySQLDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Google CloudServices
    • Google AnalyticsAnalytics
    • FigmaDesign
    • ClickUpManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • SalesLoftCRM
    • ChiliPiperCRM
    • Google HangoutsCollaboration
    • SlackCollaboration
    • NotionProject Management

Location

We are fully remote but have offices in Austin, TX and Fulton, MD for employees who prefer to work in office! Our Austin office is located in The Domain with awesome amenities like Trader Joe's, Whole Foods, and restaurants nearby.

An Insider's view of SamCart

How would you describe the company’s work-life balance?

Great and exactly what you make of it. SamCart is a fast-growing start-up, so you have to work hard but everyone on the team is valued and trusted to get their Sh!t done. . I have a young daughter and am able to make time for her after daycare, which I love!

Sophie

Head of People

What projects are you most excited about?

The project I am most excited about right now is revamping our company onboarding! We really want to make it fun and interactive, with a heavy focus on how our values impact the day to day at SamCart. The new onboarding will give new hires a clear picture of SamCart as a whole and how they can be most successful here.

McKenna

Learning and Development Lead

How has your career grown since starting at the company?

During my time at SamCart, my career has grown more than I could've imagined. My peers have been able to give me the mentorship and guidance to push me further than I thought possible. I've had the chance to work on so many different projects which have taught me so many invaluable skills. I honestly can't imagine myself anywhere else.

Harrison Tran

Lead Software Engineer

How do your team's ideas influence the company's direction?

At SamCart, our culture in itself encourages new ideas and innovation. We do this by hosting weekly All-Hands, having active slack channels, viewable product boards, and an open-door policy with anyone on the leadership team

Brian

Chief Strategy Officer/ Co Founder

How does the company support your career growth?

I have been fortunate enough to sit on three different teams at SamCart. In each position, my manager has encouraged my professional growth and supported me as I added new skills to my repertoire - even if it meant moving on to a new role within the company.

Sara

Marketing Coordinator

What are SamCart Perks + Benefits

SamCart Benefits Overview

This is what you’ll love about SamCart:

Each team has one offsite Hub Week per quarter to collaborate with 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. (Live your best life!)

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 a sustainable, future-proof and adaptable approach to the management of their careers.

Self-Care is important, which is why we offer a monthly wellness credit.

Culture
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
SamCart is fully remote and have employees across the United States! Our teams have quarterly HubWeeks to collaborate with different departments and plan for the upcoming quarter.
Diversity
Dedicated diversity and inclusion staff
Mean gender pay gap below 10%
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
At SamCart we want our employees to prioritize their wellbeing and self-care. Our Wellness Program offers a monthly stipend that can be used towards Health & Wellness Apps or In-Person Programs.
Financial & Retirement
401(K)
SamCart's 401k retirement plan offers a wide arrange of date target and diversified asset funds to invest in. Whatever your appetite is for investing, there are options to match.
Company equity
SamCart offers employees stock options, including vesting over a four year period.
Performance bonus
SamCart's performance bonus plan includes cash rewards, increased stock options, gift cards, and more when employees meet targets set by their direct managers.
Child Care & Parental Leave Benefits
Generous parental leave
We are beyond excited to offer Parental Leave benefits! We offer 12 weeks of fully-paid maternity leave and 4 weeks of fully-paid parental leave.
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Yes, unlimited PTO with a 14-day minimum!
Paid holidays
Paid sick days
Our employees are trusted to take the days they need.
Office Perks
Company-sponsored outings
Free snacks and drinks
SamCart's kitchen is always full of different snacks, coffee, tea, soft drinks, and more.
Onsite office parking
There is free on-site parking for all employees, so you can keep more of your paycheck in your pocket.
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Promote from within
Online course subscriptions available

Additional Perks + Benefits

SamCart's environment is full of startup veterans who love to win. Our team balances having plenty of personal and professional freedom with being accountable to aggressive goals. We love rewarding team members, providing opportunities to develop new skills, and cultivating a work/life balance that rivals any company in the market.

More Jobs at SamCart

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about SamCartFind similar jobs like this