Customer Success Escalation 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 Escalations Specialist is the bridge between the customer-facing teams (Sales, Onboarding, Account Management, Support, etc.) and product/development. They have a deep understanding of the SamCart product and keep a close eye on product releases in order to understand how recent changes might impact the customer experience. The Escalations Specialist is the internal expert and will troubleshoot complicated issues, creating JIRA tickets for those that require dev attention. They will maintain a prioritized list of bugs and internal requests so the product/development resources can focus on the most pressing problems for our customers and customer-facing teams.
Responsibilities
- Understand trending issues and urgent customer pain points and gather relevant examples to quickly escalate to on-call developers
- Respond within SLA timelines to posts from customer-facing teams in Slack channel in order to troubleshoot, resolve, or make JIRA tickets for complicated customer issues
- Create initial JIRA tickets for all bugs that will be utilized for preliminary investigation by the development team
- Manage the Escalations and Internal ticket prioritization list taking into account current, urgent, and frequent issues
- Deploy some changes to the codebase for simpler, quick fix tickets like data requests and small UI fixes
- Participate in coordination meetings to determine and escalate top customer requests and the most important needs of the customer-facing teams
- Act as liaison by relaying information about escalations and bugs between the customer-facing teams and product/development
- Technical representative on joint calls with customer-facing staff and customers to help troubleshoot and resolve technical issues
- Utilize super-admin tools to process complicated database requests submitted by customer-facing teams
- Identify opportunities and develop solutions for improving the efficiency of the escalations team in regards to communicating with customer-facing teams as well as product/development
- Maintain expert knowledge of the SamCart product including features, integrations, and offerings
Qualifications
- 5+ years of experience in Customer Success or Customer Support roles (ideally at a SaaS company)
- 1-3 years of experience interacting with engineering teams
- Some knowledge of Expert knowledge of object-oriented programming languages like PHP, Python, JavaScript, Java and Ruby
- You are:
- A detail oriented, problem solver
- Naturally inquisitive, quick learner who is excited about developing a deep understanding of complicated, technical topics
- Practiced at thinking on your feet and providing informative answers on the spot
- Tech-savvy, adaptable, and comfortable with frequent functionality updates
- You have:
- Excellent written and verbal communication skills
- A deep empathy for customers, especially small business owners in the eCommerce space
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.
- 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!