Associate Technical Support Engineer

ReCharge Payments; United States; Remote; USD 64,000 - 68,000; Full time

Job summary

Ein innovatives Unternehmen im Bereich E-Commerce sucht einen technischen Supportmitarbeiter für das Customer Success Team. In dieser Rolle unterstützen Sie Online-Händler und bieten erstklassigen Support über verschiedene Kanäle. Sie bringen technische Expertise und Kundenservicefähigkeiten mit, um Probleme zu lösen und die Zufriedenheit der Kunden zu gewährleisten. Mit einem flexiblen Arbeitszeitmodell und einem dynamischen Umfeld haben Sie die Möglichkeit, einen echten Einfluss auf das Wachstum des Unternehmens zu nehmen. Wenn Sie eine Leidenschaft für Kundenservice und Technik haben, könnte dies die perfekte Gelegenheit für Sie sein.

Benefits

Medizinische, zahnärztliche und augenärztliche Pläne

Rentenplan mit Arbeitgeberbeitrag

Qualifications

• Mindestens 2 Jahre Erfahrung im technischen Kundensupport in einem SaaS-Unternehmen.
• Exzellente Kundenservicefähigkeiten und fließende Englischkenntnisse.

Responsibilities

• Unterstützung von Kunden durch E-Mail, Live-Chat und gelegentliche Telefonate.
• Identifizierung von Mustern und Empfehlung von Verbesserungen.

Skills

Kundenservice

Technische Unterstützung

Problem-Lösungsfähigkeiten

Englischkenntnisse

Flexibilität

Tools

HelpScout

Zendesk

Job description

In a world where acquisition costs are skyrocketing, funding is scarce, and ecommerce merchants are forced to do more with less, the most innovative DTC brands understand that subscription strategy is business strategy.

Recharge is simplifying retention and growth for innovative ecommerce brands. As the #1 subscription platform, Recharge is dedicated to empowering brands to easily set up and manage subscriptions, create dynamic experiences at every customer touchpoint, and continuously evaluate business performance. Powering everything from no-code customer portals, personalized offers, and dynamic bundles, Recharge helps merchants seamlessly manage, grow, and delight their subscribers while reducing operating costs and churn. Today, Recharge powers more than 20,000 merchants serving 100 million subscribers, including brands such as Blueland, Hello Bello, LOLA, Chamberlain Coffee, and Bobbie—Recharge doesn’t just help you sell products, we help build buyer routines that last.

Recharge is recognized on the Technology Fast 500, awarded by Deloitte (3rd consecutive year), and is Great Place to Work Certified.

In a Technical Support role for our Customer Success team, you are responsible for supporting our customers and delivering a world-class support experience. You work closely with store owners to troubleshoot and resolve issues via email, live chat, and occasional phone calls.

Please note, our Technical Support team works in shifts to provide 24/7 support to our merchants. This role will be a late PST shift, hours from 12pm-9pm PST with an unpaid lunch.

What you'll do

• Live by and champion our core values: #accountability, #collaboration, #iteration, #details
• Use your technical expertise and customer service skills to resolve questions and issues for our online merchants
• Communicate clearly in writing to both technical and non-technical people
• Respond promptly and effectively via live chat
• Communicate clearly and professionally via phone with customers on the premium plan
• Identify patterns, recommend improvements, and filter out unimportant issues
• Contribute to the ongoing development of documentation and best practices
• Assist with successful onboarding of new customers

What you'll bring

• Proficiency with a ticketing platform (e.g., HelpScout, Zendesk preferred)
• Resourcefulness and problem-solving skills
• Humility to ask for assistance when needed
• A sense of urgency and dedication to going above and beyond
• Ability to work remotely and desire to impact a bootstrapped startup
• Excellent customer service skills and English fluency
• A team-oriented attitude, polite, patient, calm, and professional demeanor
• Flexibility to work shifts
• At least 2+ years of experience in technical customer support at a SaaS or similar company

Compensation

Recharge’s compensation is based on a pay-for-performance philosophy, with salary ranges competitive and aligned with country practices. Individual compensation depends on skills, qualifications, and experience. This does not include potential equity or benefits.

In the US: $64,000 - $67,500 USD

In Canada: $65,000 - $68,000 CAD

Benefits at a Glance:

• Medical, dental, and vision plans
• Retirement plan with employer contribution

Recharge Payments is an equal opportunity employer, committed to diversity and inclusion. All qualified applicants will receive consideration without regard to protected status or other characteristics.