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Posted over 4 years ago

Octane AI is an ecommerce chatbot platform for marketing, retargeting, and automated customer care via messaging channels like Facebook Messenger. We are using AI and messaging to improve the shopping experience for merchants and their customers. We are pioneering the future of ecommerce through conversational commerce.

We are backed by a great group of investors led by General Catalyst Partners, and our team works remotely from all across the world.

Your goal is to help Octane AI customers. This role reports into our VP of Product, although you will work with sales and marketing as well. You will work closely with our product team to provide quality support and feedback management to our growing community of customers. You will help answer questions from our customers about Octane AI, advise them on how to best use our product, collect and report on product feedback, improve our help documentation and think about ways to scale what you are doing.

Responsibilities

  • Support our customers. You will help our customers and community of merchants, from small businesses to our big celebrity users. You will help identify their problems and find solutions, all while maintaining a high level of empathy, personality, and professionalism. We want our customers to love you!

  • Answers customer questions via Intercom. We pride ourselves on our customer support. A lot of our merchants specifically mention our support as a reason they like working with us. You will make our customers feel respected and heard.

  • Write and edit help articles to scale what you are doing. Our help guides and documentation help our customers learn how to use the product better. You will work with the product team to make sure these are always up to date and eventually own all our help documentation. Your written english needs to be excellent so you can write these as well as help us copyedit our current documentation. You should be willing to make video screencasts to improve this documentation.

  • Support our VP of Product and our product team. You will be speaking with our customers, learning about their pain points, and bringing those pain points back to our product team.

  • Set up our top clients for success. You will help our top customers with strategy suggestions as they get in touch with us. This means you'll want to understand not just how a feature should work but how a merchant can best use a feature to increase their revenue

  • Work quickly and efficiently in a fast-paced startup environment. Be flexible enough to take on any task.

About You

  • You are patient and like working with people. This role is primarily about working with and helping people, that should be something that excites you. Prior experience in customer support is a plus but not required.

  • You are comfortable with technology and know how to spot an error in the javascript console to include in a bug ticket. You should be comfortable troubleshooting technology, software, computer, and/or Internet-related issues. You do not need to know how to code and are not expected to solve tech issues, only to report them clearly.

  • You have great communication skills. You must be able to communicate with our customers and show them empathy and understanding. You need to be knowledgeable and likable anytime you communicate with our customers, whether it’s through email, chat, or phone. You should be able to explain the complexities of bots in an approachable way.

  • You're a problem solver. You love it when you uncover new problems and you especially love finding out solutions.

  • You are organized and detail-oriented. You log everything and you never forget to send a follow-up email. You are organized, even in chaos.

  • You play well with others. You are adept at collaborating with marketing, product, and sales teams.

  • You are a self-starter with a knack for always finding something to accomplish. You're excited about startups and the challenges and thrills that come with working at one.

  • You are willing to work Pacific daytime hours. We are an all-remote team so you can work for anywhere. For this role we are looking for coverage during west coast US day time hours. (I.e. something like 9am to 5:30pm PT) because that's where we need more coverage helping customers.

Benefits

  • The ability to work from anywhere in the world. Our team works from San Francisco, New York, Los Angeles, Portland, Barcelona, and more. For this role, we do want someone who can work west coast hours. You don't need to be in that time zone, but you need to be willing to work those hours.

  • Excellent health benefits (if US-based): health, dental and vision insurance, 401k matching.

  • Flexible vacation policy, paid holidays, parental leave and sick leave.

  • Stock options.

  • Fitness and home office credits. We want your workspace to be your happy place. :)

  • Growth and leadership opportunities. We invest in the tools and training that will help your long-term career.

  • An amazing team of wonderfully driven and talented people.

About Octane AI

Octane AI is the bot platform for ecommerce. Octane AI's Facebook Messenger marketing automation software helps Shopify and ecommerce brands send abandoned cart messages, create custom flows, and increase their sales and revenue.

Thousands of merchants and businesses trust Octane AI for their Messenger bots, including GoPro, Pure Cycles, Cover FX, Universal Music Group, Warner Music Group, Maroon 5, and more.

Octane AI

octaneai.com

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