Offer summary

Qualifications:

3+ years in a customer-facing technical support role, Familiarity with front and backend code, SQL, and API troubleshooting, Understanding of SMS technologies and their complexities is preferred, Strong communication skills for outlining investigations and resolutions..

Key responsabilities:

Provide technical guidance and support to customers using Postscript's platform

Troubleshoot complex customer requests and collaborate with Engineering for issue resolution

Test product functionality and identify discrepancies to enhance user experience

Build internal tools to improve productivity and streamline support processes.

Job description

Trusted by more than 18,000 Shopify and Shopify Plus stores—like Brooklinen, Ruggable, True Classic and Dr. Squatch—Postscript gives ecommerce brands the tools they need to run a world-class SMS marketing program.

We’re on a mission to make SMS the number-one revenue channel for ecommerce merchants by delivering an easy-to-use platform where they can grow their subscriber list, develop and test their messaging strategy, deliver excellent customer service, and drive sales and loyalty—all in one place. We believe SMS is the most important marketing and sales channel of the decade, and that vision drives everything we do.

Postscript was founded in 2018 as a 100% remote organization. With more than 250 employees (and counting!), we’re backed by Greylock, Y Combinator, and other top investors.

Job Description

We are looking for a highly skilled and customer-focused Technical Support Specialist (TSS) to join our team and play a critical role in supporting our organization. As a TSS, you will be a key partner to our Support team, providing technical guidance and ensuring an exceptional customer experience. You’ll develop expertise in our product and the Shopify ecosystem, enabling you to troubleshoot complex customer requests, collaborate with Engineering on issue resolution, and enhance our support tool suite. This role reports directly to the Director of Customer Experience.

The ideal candidate will have the opportunity to enhance their technical skills with the goal of advancing within the TSS role with the support of management, Solutions Engineering, and an experienced TSS mentor. This candidate will be expected to operate as a Customer Experience Associate (CXA) while training, performing at a Senior CXA level in leadership, ownership, and accountability. If you’re passionate about providing technical solutions, empowering teams, and growing your technical expertise, we’d love to hear from you!

All positions at Postscript are fully remote.

Primary duties

Testing and confirming expected behavior of product functionality; identifying departures from expectations and providing guidance accordingly
Becoming an expert in Postscript technical integration best practices and troubleshooting
Review customer CSS to troubleshoot & resolve issues
Build internal tools to increase productivity and streamline processes
Troubleshooting customers’ issues with Postscript’s API
Becoming an expert in expected Shopify <> Postscript behavior for both standard and Shopify Plus plans
Ability to get on scheduled Zoom calls to troubleshoot with shops as needed

What We’ll Love About You

3+ years in a customer-facing technical support function; passion for excellent customer experiences
Familiar with front and backend code, SQL, and troubleshooting API calls; ability to interpret code
Familiar with SMS technologies and complexities behind them (carrier networks, device software impacts), preferred not required
Proficient at outlining details around investigations, troubleshooting steps, and steps to reproduce issues clearly, resulting in swift resolutions
Excited to develop and maintain key internal partnerships, especially with our Engineering team and Go-to-Market organization
Desire to ask questions and dig deeper to provide thorough, thoughtful answers
Able to decipher patterns and bubble up emerging trends and solutions
Demonstrated understanding of ideal decisions, tradeoffs, and priorities

What You’ll Love About Us

Salary range of USD $87,000 to $99,000 base plus significant equity (we do not have geo based salaries)
High growth startup - plenty of room for you to directly impact the company and grow your career!
Remote team - work from home (or wherever!)
Fun - We’re passionate and enjoy what we do
Competitive compensation and opportunity for equity
Flexible paid time off
Health, dental, vision insurance

You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals.

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