Customer Solutions Specialist
Supports ecommerce merchants through live chat and email, troubleshooting product issues, educating customers, escalating complex cases, and turning feedback into scalable support processes. The role suits a customer-focused, entrepreneurial communicator comfortable with AI, automation, and rapid change.
About the job
Responsibilities
- Respond to live chat and email customer queries using Intercom.
- Educate customers on how to use the AfterSell application successfully.
- Troubleshoot customer issues, identify potential causes, validate solutions, and escalate complex problems when needed.
- Provide timely, accurate, professional, and empathetic support.
- Collect and communicate customer feedback to product and development teams.
- Triage incoming conversations, route customers appropriately, and prioritize urgent or complex issues.
- Identify recurring support themes and develop scalable processes and automations.
- Contribute to documentation, review-generation experiments, partner onboarding, client partnerships, and ticket-triage improvements.
Requirements
- Customer-first mindset with the ability to advocate for customer outcomes.
- Ability to understand customers’ businesses and partner effectively with them.
- Entrepreneurial, AI-first mindset and comfort working in a fast-paced, changing environment.
- Strong prioritization, ownership, and execution skills.
- Ability to simplify complex ideas and communicate clearly and persuasively.
- High integrity, humility, accountability, collaboration, and receptiveness to constructive feedback.
Compensation and Benefits
- Target total compensation: $67,000–$74,500 USD annually, including a fixed annual salary of $60,000–$67,500 USD, employee equity, and benefits.
- Fully funded medical, dental, vision, life, short-term disability, and long-term disability insurance.
- Equity in a profitable, fast-growing company.
- Enterprise access to leading AI tools.
- Monthly wellness and cell phone allowances.
- Catered lunch and stocked pantry.
- Dog-friendly offices.
- Additional leave options, including bonus annual leave and sabbatical leave.
- Transparent career progression and continuous development opportunities.
- Most teams work in the office at least four days per week.
Skills
Intercom, Live Chat, Email Support, Technical Troubleshooting, AI Tools, Automation, Ticket Triage, Customer Onboarding, Documentation
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