Customer Success Specialist

Commerce7 Platform Inc.; Canada; Remote; CAD 45,000 - 60,000; Full time

Job summary

Commerce7 Platform Inc. is seeking a customer support specialist to enhance client experiences. The role involves addressing support tickets, educating clients, and collaborating with the development team. Ideal candidates are independent problem solvers with SaaS experience and excellent communication skills.

Qualifications

• Experience in a SaaS business.
• Experience in an online customer-facing role.

Responsibilities

• Answer support tickets and live chat through Hubspot.
• Educate clients on best practices.
• Create help articles in Hubspot.

Skills

Communication

Problem Solving

Teamwork

Technical Savvy

Positive Attitude

Job description

Commerce7 has acquired WineDirect's SaaS division. Learn More

• Answer support tickets + live chat through Hubspot and ensure customer questions and problems are addressed efficiently and effectively.
• Educate our clients on best practices to help them grow their business and be successful.
• Create help articles in Hubspot to grow our knowledge base.
• Identify, reproduce, and document bugs for the development team to address.
• Work closely with our development team to understand, document, and effectively communicate new features and updates to our customers.
• Liaise with our development team on making continuous improvements to the platform UI, making it simpler for our clients to use.
• Occasionally jump on a video conference call to discuss and walk through complicated customer issues.
  
  

Skills & Competencies:

To be successful in this role, you must:

• Have excellent written and verbal communication skills so you can clearly explain solutions to customers and issues to the development team.
• Be an independent problem solver. You do not give up when you don’t know the answer immediately and are able to work through problems creatively.
• Be a team player. You understand when it is necessary to loop in senior staff members for assistance and you’re humble enough to ask for help when needed.
• Be technically savvy and constantly stay up to date by learning all the nuances of our platform.
• Have a strong positive attitude and perform well under pressure.
• Be able to handle stubborn or difficult customers including disgruntled customers, those who do not take “no” for an answer, and those who aren’t tech savvy.
  
  

Minimum Qualifications:

• Have worked in a SaaS business before.
• Have experience in an online customer facing role.

Ready to create better shopping experiences?

See Commerce7 firsthand by scheduling a demo with our team.