Agent Support & Experience Lead

Storesight; Fayetteville (AR); On-site; Full time

Job description

About Storesight, Inc.

Since 2010, Storesight f.k.a Field Agent has been at the forefront of transforming retail solutions through crowdsourcing technology via everyday smartphones. The data intelligence company empowers clients with best‑in‑class audits, in‑depth insights, compelling product reviews, and on‑demand sales solutions. With a global panel of over two million shoppers, Storesight offers an end‑to‑end suite of solutions and self‑serve options through their retail solutions marketplace.

Storesight’s mission is to revolutionize retail — providing tailored solutions and data that help brands, retailers, and restaurants save money and time. The organization allows businesses to understand and interact with their markets through innovative technology and actionable insights.

Storesight's culture is built on servant leadership, and strives to reward excellence, growth, and commitment. By taking great responsibility in caring for clients, agents, and team members, Storesight has built a culture of accountability and trust. From company picnics to development workshops and volunteer days to team lunches, Storesight strives to empower its employees in work and in life.

ESSENTIAL DUTIES AND KEY RESPONSIBILITIES

• Provide best‑in‑class service and hospitality for Agents in the Field
• Monitor and resolve help tickets that come into Zendesk (Agent Relationship Management Platform)
• Engage in cross‑functional incident management and feedback loops
• Troubleshoot errors and issues with job builds cross‑functionally with Account Management and Project Management Teams and system issues with Product Development Team
• Troubleshoot reported app issues, escalating to Product Management Team accordingly
• Practice empathy and servant leadership with all communication (internal and external)
• Serve as subject matter expert on Storesight support systems and processes to assist the team
• Respond to Agent chat, text, and phone requests via Zendesk (When required)
• Deliver with excellence in all team and Agent communications and interaction

KEY SKILLS AND QUALIFICATIONS

• Customer Service Driven
• Proactive
• Collaborative
• Detail‑Oriented
• Problem Solver
• Servant‑Hearted
• High Emotional Intelligence
• Empathetic
• Community‑Building
• Proven ability to manage multiple projects simultaneously.
• Strong business writing and communication skills.
• Demonstrated capability to deliver high‑quality work in a fast‑paced environment.
• Experience in service industries, Storesight, CPG, or retail sectors is highly preferred