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Posted 7 months ago

About Us

OrderMetrics exists to help merchants make sense of their business data by finding operational improvements that maximize profitability and efficiency. We are the only analytics platform specifically designed to give merchants line-by-line profit analysis. We pull in data from sources such as Shopify, Amazon, eBay, AliExpress, Facebook Ads, Google Ads, ShipStation and more to automate the process of reporting profit margin & LTV in real-time so merchants can make improvements.

We currently have over 2,000 customers and are growing fast! As you can imagine, we have a lot of communication with our customers. One of the key drivers of our company’s success has been providing world class customer support and we’ve made it our mission to continually improve it. This role is therefore vital to our company’s mission and future growth.

We’re a fully remote team of 7, spread out between North and South America, Europe and the Far East. We are also fully bootstrapped with no outside financing. This means that we’re able to build a truly customer focused business.

Summary

Customer service is at the heart of everything we do. It will be your job to ensure we provide amazing customer experiences. To be successful in this role, you will need to know our product better than anyone else. You will also need to understand the customer’s pain points, concerns, doubts and motivations. You will work closely with marketing and product to help shape the customer messaging and provide feedback and feature requests.

In this role you’ll:

  • Own our live chat on Intercom

  • Help improve upon our user on-boarding experience

  • Maintain and build out our help desk articles

  • Be tasked with creating easily digestible content such as videos/GIFs

  • Gather and prioritize customer feedback

  • Recognize and escalate any high priority problems

The specifics:

  • When it comes to their profits merchant’s don’t like to wait! You’ll be tasked with maintaining a very fast response time with Intercom tickets. We’re talking under 5 minutes during working hours.

  • Build relationships with our high profile users. They should know you by name and you should know their name.

  • We hate template responses and we hope you do as well. We want you to communicate with our customers in a personalized, thoughtful and enthusiastic manner. We care about our customers and they should sense that.

The KPIs you’ll be responsible for:

  • Conversion from trial to paying

  • Churn

  • NPS

Must haves:

  • Expert knowledge of Intercom

  • Technical background

  • Previous experience working in customer success/service at a SaaS company

  • Previous remote working experience

  • Whilst this is a remote job, we’d prefer someone based in America. Due to the fact that most of our clients work in American time zones.

Nice to have (but not required):

  • SQL knowledge

  • html/css/javascript

  • Experience working with e-commerce businesses

What this role looks like in 12 months:

  • As time goes on, we’ll be looking to you to build out a customer success team. We’re therefore looking for someone who has either lead a small team or is interested in leading one.

  • If this sounds interesting to you, we’d love to hear from you!

When applying please include the following information/answers:

Information:

  • Your resume/CV

  • Links to your LinkedIn/Twitter/personal website (if you have them)

  • Links to previous customer support communications you’ve written/created. These could be help articles, emails, tweets, videos/GIFs etc.

Please answer these questions:

  • When working in a remote CS role how do you manage your time?

  • How do you communicate with customers if you can't resolve a problem right away?

  • What's the toughest case you've ever handled?

  • What excites you about this role and what do you think you can bring to the role?