Customer Support Specialist

About Intelligems:
There are millions of e-commerce businesses around the world, and the industry is growing each year. Yet achieving profitability has never been harder. The vast majority of brands make guesses on decisions such as how to price their products, what discounts to offer, whether to charge for shipping, and what content they should show on the site. As a result, they leave 6-10% of potential profit on the table.

Intelligems is a profit optimization platform that helps these entrepreneurs succeed by finding all of that extra profit. The platform provides e-commerce merchants with a wide range of AB testing and personalization tools to help them understand their data, run experiments, and price dynamically. We’re taking technology that has previously only been available to the Amazons and Ubers of the world, and making it available to e-commerce stores of any size.

We're working with 500+ brands and have processed more than $4B of data. We have an extremely high-performing team, with a collaborative culture of low-ego + high IQ people. It’s our strongest asset. Now, we are looking for highly talented individuals to join us and help us continue to scale efficiently.

Intelligems is backed by Matchstick Ventures, Vinyl Capital, Techstars, and the founders of companies like Klaviyo, Postscript, and Stedi for a total of >$4M of funding.
 

The Role:

We are seeking a highly motivated individual to join our team as a Customer Support Specialist. You will be responsible for helping our customers (e-commerce merchants) understand, utilize, and troubleshoot our testing platform. Reporting to the Support & Implementation Manager, you will work directly with our customers every day via email, Slack, and chat, to help them resolve questions and issues within the tool.

Key Responsibilities:

• Deliver a best in class customer experience by responding promptly to customer inquiries
• Analyze and troubleshoot technical issues, determine root causes, and provide solutions or escalate issues to other teams as necessary
• Know our products inside and out so that you can answer questions quickly and accurately
• Effectively manage 20-30 open conversations 
  • Own the follow-up to ensure that all tickets receive timely resolution
  • Partner with internal stakeholders who may need to collaborate with you on tickets
• Identify trends in issues and provide feedback and insights to product, tech, and ops teams
• Participate in knowledge-sharing activities, such as training and documentation, to ensure continuous improvement of the support team’s capabilities

Qualifications:

• Proven customer support (or related) experience
• Excellent communication and problem-solving skills
• You love helping people out and can think on your feet
• You like wearing many hats
• Ability to multitask, prioritize, and manage time effectively
• Experience in e-commerce, SaaS, or an analytics-oriented company is a plus
• Experience with data analysis in Tableau, Looker, SQL, or another BI tool is a plus

Culture & Values:

As a customer-first, product-oriented company, our success is driven by the caliber of people on the team. Our core values include:

1. Put customers first

Create impact for customers and put the customers' interests above your own with honesty and transparency.

2. Be helpful

What goes around comes around. You never know where someone else is coming from, and being able to help out is a privilege. Whether it's a request from a customer, a teammate, or a partner, do your best to be prompt and generous in your support.

3. Strive for excellence

Commit to being the best in the world at what you do.

4. Build and develop a diverse, world-class team

Set the highest possible standards on hiring, and devote time and energy to giving and receiving feedback.

5. Have a perspective

Everyone on the team is responsible for making us great. If you disagree with something being done, you are expected to voice this and have a discussion, regardless of your role or who is on the other side of the table (or Zoom).

What’s Offered:

• Competitive salary and equity packages
• Medical & Dental insurance
• Flexible vacation and PTO schedule
• Other benefits that you can learn about here

This is a remote position.