Primary Support Advocate

About Stamped:

Your customers sell better than you do. Stamped empowers over 75,000 brands to drive faster, more efficient growth with their customers with Reviews and Loyalty. We help brands increase user engagement, boost revenue, and drive customer retention with product reviews, loyalty programs, visual marketing, and actionable insights. Our constant focus on helping brands target pain points, analyze program performance, and maximize customer value makes us one of the fastest-growing companies in the industry.

We’re a fully remote start-up team headquartered in Canada with team members based all over the world. Join us as we take Stamped to the next level!

Role: 

Are you currently a SaaS Customer Support Advocate looking for that next big challenge? Does joining a small team where you can have an enormous impact on the direction of a fast-moving start-up sound exciting? If you answered yes to these questions, then this might be the perfect role for you! We’re looking for a highly personable, driven and resourceful Customer Support Advocate to join our fast-growing remote Customer Support Team. You will be a key player in supporting our customers’ needs, growth, and experience on our platform. This role is not for the faint-hearted, we are looking for people who want to roll up their sleeves and make things better so that we exceed our customers’ expectations every day.

Responsibilities:

• Providing first-tier support within the outlined standards for the users of Stamped
• Ensure proper and clear communication via email and live chat
• Assist users with customization requests involving HTML/CSS
• Resolve tickets within a timely manner under our service-level agreement (SLA) requirements 
• Escalate any tickets that cannot be resolved to the intermediate (tier 2) team
• Assignment of new tickets based on topic
• Report gaps in the knowledge base and saved replies, assist with ongoing improvements and building the public knowledge base
• Listening to customers to understand their needs and working out how you can best help them
• Professionally answer questions and queries whilst adhering to company policies and processes
• Guiding and educating the customer through various self-help options and articles.
• Accurately documenting troubleshooting steps and confirming resolution of reported issues
• Constantly learning new technical product information as the product evolves.
• Always striving to make our customers happier!

Requirements:

• Experience in a customer support role
• Experience working within the e-commerce industry (Shopify, BigCommerce, etc.)
• Experience supporting SaaS Enterprise Applications (Zendesk, Asana, Slack etc.)
• Experienced in working within SLAs (Service Level Agreements) and achieving tight KPIs (Key Performance Indicators)
• Highest degree of initiative and professionalism to resolve customer issues on first contact
• Experience in writing/web content creation is a plus
• Confident and proactive team player
• Resourceful, friendly, quick-thinking and empathetic should be some of the adjectives used to describe you
• You are passionate about software and online apps
• You want to make a difference in the team and you are an amazing team player

Compensation:

We offer a starting base salary of $50,000-$55,000 CAD depending on experience.

We take a holistic approach to compensation at Stamped. Total compensation includes Salary, benefits, RRSP, ESPP, an annual education allowance and other perks.

Benefits: 

What's in it for you?

• Work with a passionate, multinational and multi-talented group of tech enthusiasts who always go that extra mile
• Work directly with company leadership
• A fully remote company driven by deliverables, not hours
• Comprehensive benefits package (health, dental, HSA, EFAP and more)
• Unlimited PTO
• Grow and own your area 
• $650 home office set up allowance
• $650 annual education budget 
• Employee Share Purchase Plan
• RRSP Matching with up to 4% employer matching
• Paid Parental leave (up to 12 weeks)

Why Choose Stamped? 

At Stamped, we believe that innovative ideas can come from anywhere and everywhere. As a company, we fully embrace a growth mindset through active listening, agile problem-solving, and empathetic decision-making every single day.

We're part of the Tiny family, we've experienced significant growth, and our customers love us (but don't just take our word for it!).

If you're the type of person who seeks out new challenges, wants to work with some of the best people in the SaaS ecommerce space, and wants to make a meaningful impact on a growing company, this is for you!

At Stamped, we are committed to building a diverse and inclusive space where people are free to be their whole and authentic selves. If you are excited about this role but your previous experience does not align with every qualification, we encourage you to apply anyways. You might be a fit for this or one of our other opportunities.