Customer Support Agent (Ecommerce)

TL;DR

Customer Support Agent (Ecommerce): Managing user relationships and acting as a bridge between B2C users and the Product team with an accent on technical troubleshooting and user feedback. Focus on resolving queries via Intercom, analyzing product malfunctions, and improving the overall user experience.

Location: Remote (USA, EMEA, Asia). Must be based in one of the supported time zones: USA (EST, CST, MST, PST), EMEA (UTC+0 to UTC+4), or Asia (UTC+6 to UTC+8).

Salary: $18-20/hour (USA/EMEA), $9-10/hour (Asia)

Company

Leading visual solution for e-commerce, part of Y Combinator 2020, serving over 300 million users worldwide.

What you will do

• Respond to user queries via Intercom in a timely and accurate manner.
• Identify user needs and provide guidance on specific product features.
• Analyze and report product malfunctions to ensure technical issues are quickly addressed.
• Maintain internal databases with technical issues and customer feedback.
• Create educational guidance videos to help users.
• Engage with the community by answering App Store and Trustpilot reviews.

Requirements

• 1-3 years of Customer Support experience in user-focused environments.
• Strong analytical and problem-solving skills for handling unstructured problems.
• Ability to work autonomously and manage multiple priorities effectively.
• Fluent in English with excellent written and verbal communication skills.
• Availability to work Monday-Friday from 15:00-21:00 CET (9 AM - 3 PM EST).

Culture & Benefits

• Remote-friendly work environment with a focus on craft and innovation.
• Flexible working hours and a culture based on trust.
• Extended parental leave.
• Strong commitment to diversity, equity, and inclusion.

Hiring process

• Interview with the hiring manager (30 min).
• Take-home assignment (1 hour).
• Take-home assignment review session (30 min).