CartKit Hiring 100% REMOTE Customer Support

📍We are HIRING!! POSITION: Customer Support 100% REMOTE!

We are looking for driven and dynamic professionals, eager to learn about our customers and turn their needs into improvements in our products. This person will be our eyes and ears and serve as a guide to help our customers employ Cartkit's products' full potential.

We are looking for a person that will help us expand our customer support operation to provide full support 24/7. For this reason, we are looking for someone who can take care of customer support during the hours our current team is resting (our current team works EST business hours). Our objective is to reduce our response rate to be able to address issues as soon as possible.

Your responsibilities will include activities like:

• Provide live chat and email support for four different apps (some across various platforms).
• Swiftly follow up with customers after negative reviews and continue improving the strategy to address these situations.
• Document bug reports and provide a proper follow-up to customers.
• Document ideas and feature requests from customers
• Document and update the Help Center or FAQs continuously (internal and public docs)
• Reviewing testimonials and surveys from users (approve, decline, and issue compensation if applicable)
• Thinking about new and useful features and evaluating current offerings.
• Helping establish the CartKit brand as a leading Shopify Apps Developer.
• Proactively identify opportunities to improve Product and Customer Experience.
• Working closely with customers to understand their pain points and needs, to come up with solutions and fixes with the team.
• Communicating new features, insights and creating content and/or strategy related to improving the customer experience and customer journey.
• Acting as a bridge between the customers and the team to improve the app, develop new features, and in general supply the team with client insights.
• Establishing metrics and KPIs to improve support processes continuously.

Qualifications: 👉🏼Bachelor's degree 👉🏼At least 1-2 years of work experience in technicustomer support roles (or related roles)
👉🏼Proficient in English (both spoken and written English must be impeccable) 👉🏼Excellent communication skills 👉🏼Driven by ownership, accountability 👉🏼Love for product and SAAS

Benefits: 👉🏼Flexible Working Hours (we rely heavily on async communication and collaboration) 👉🏼Flexible Vacation 👉🏼Learning and Development 👉🏼100% Remote 👉🏼Autonomy 👉🏼Diversity and Equality

Compensation: CartKit believes good work deserves to be rewarded and doesn't use remote work as an excuse to pay less.

About Cartkit CartKit empowers digital businesses so that they can focus on what they do best: creating and selling their unique products and services. Our products are used by over 30,000 active businesses from over 150 countries. We're profitable and have doubled revenue year over year. We're bootstrapped, growing quickly, and entirely distributed — find us in Colombia, Mexico, Pakistan, Poland, and the United States.

We aim to employ some of the best and brightest people in the world. A team of 13 builds products used by over 30,000 businesses. We've achieved more than teams that are 10x our size by relentlessly focusing on first principles, recruiting world-class talent, and building in-house tech that allows us to magnify our output. We have a flat organizational structure; everyone is responsible and autonomous. We dislike bureaucracy and aim to eliminate operational inefficiencies. We don't believe in long meetings or formalities.

We encourage the team to find the right balance between synchronous and asynchronous collaboration. Each team member is on a personal journey to maximize deep work, focus, creativity, and impact.

We believe in an Idea Meritocracy. We focus on adding value and building, getting work done in the best possible way, and making something greater than ourselves.

Thank you for your applying!