Customer Support Specialist
remoterocketship
- Remote, Oregon, United States
- Remote, Oregon, United States
Über
High-Velocity Customer Communication Act as the First Line of Response: Serve as the primary point of contact for e-commerce merchant partners, providing immediate, high-touch support via Slack (primary) and email (secondary). Maintain the "5-Minute Standard": Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response. Uphold Brand Voice: Ensure all communications are professional, empathetic, and consistent with Nostra’s friendly and reliable tone. Incident Management & Triage End-to-End Jira Lifecycle: Create detailed Jira tickets for every bug, feature request, or issue. Ensure all tickets include vital context: customer name, product area ( Edge Delivery / Protect / ID ), severity, and reproduction steps. Intelligent Escalation: Triage incoming issues based on urgency—immediately flagging P0 (Site-Down) issues to Engineering via Slack while ensuring P1 (Functionality) issues are assigned within the same business day. Ownership & Momentum: Keep tickets moving by following up with the engineering team when tasks stall, ensuring no customer-reported issue "falls through the cracks." Onboarding & Implementation Support Guide the Merchant Journey: Walk new merchants through the onboarding checklist, including kickoff scheduling, technical setup tracking, and A/B test launch coordination. Technical Provisioning: Execute specific technical tasks such as creating TXT records via the Nostra portal and coordinating confirmations with the sales and implementation teams. Milestone Tracking: Maintain the onboarding tracker for all active accounts to ensure customers hit their go-live milestones on schedule. Reporting & Operational Health Daily Syncs: Provide a "standup-style" daily update in internal Slack channels to highlight urgent items or in-flight tasks. Weekly Digests: Prepare and deliver a Friday report covering tickets opened/closed, onboarding statuses, and any flagged customer health concerns. CRM Maintenance: Keep a real-time "Customer Health Snapshot" updated within HubSpot or shared internal sheets to ensure the leadership team has full visibility. Requirements:
2+ years of experience in a customer-facing role, preferably within a SaaS, B2B, or E-commerce environment. Proven track record of managing high-volume communication (Slack-heavy workflows are a plus). Technical Proficiencies Ticketing & CRM: Proficient experience in using Jira and HubSpot . Collaboration Tools: Expert-level familiarity with Slack and Google Workspace . Technical Literacy: Ability to understand technical terminology (e.g., TXT records, A/B testing, Edge Delivery) to accurately categorize issues for engineers. Core Competencies Hyper-Responsiveness: A "speed-to-lead" mindset with the ability to maintain a 5-minute response time without sacrificing quality. Proactive Organization: An "inbox zero" mentality and the instinct to follow up on stalled tasks before they become problems. Communication Excellence: Exceptional written English skills, with the ability to translate complex internal updates into warm, professional customer-facing messages. Triage Skills: The ability to stay calm under pressure and accurately assess the severity of an issue (P0 vs. P2). Benefits:
Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace. Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements. Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds. Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance. Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.
Sprachkenntnisse
- English
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