Customer Support Associate

About Shopflo

⚡At Shopflo, were trying to change the way the world shops. We are a highgrowth SaaS startup building a checkout stack for ecommerce. We started with the vision to help newage merchants transform the way they sell to and engage with customers online while making shopping smarter and completely hasslefree for the shoppers.

We have seen across several merchants that ~70% of customers drop off after adding to the cart. That just seems absurd to us. Such high intent customers drop off at the last stage. This is completely out of sync with all our offline experiences, where adding something to the cart means buying.

Therefore, we started shopflo to reduce the hurdles customers have to go through at checkout.

Who are we?

Shopflo was started by three cofounders: Ankit (exIIT Kharagpur, Oracle, Gupshup), Ishan (exIIT Bombay, Parthenon, Elevation Capital), and Priy (exIIT Madras, McKinsey, Elevation Capital).

We are a team of 25 people now (with team members joining from Livspace, Gupshup, Setu, Zilingo, P&G, Plum, McKinsey etc.). This is a highimpact, critical role to craft the future roadmap of the organisation.

We have closed our first seed round with Tiger Global, TQ Ventures, and Better Capital as well as prominent angels in the ecosystem. And we’re just getting started!

Responsibilities

• Be a selfstarter who thrives in a rapidly growing organisation.
• Maintain ownership of customers, develop new relationships while supporting existing customers to drive adoption, expansion and retention of Shopflo’s suite of products
• Provide first contact resolution according to standard operating procedures and respond back to users via callback or email.
• Ensure accuracy in information when communicating to Shopflo customers
• Identify customer needs and help customers use specific product features
• Update our internal databases with information about technical issues and useful discussions with customers
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams

• Requirements:

  
  

  • At least 2 years of experience as a Customer Support Associate or similar Customer Success role
  • Since this will be a client facing role, excellent communication and interpersonal skills are a must
  • Patience when handling tough cases
  • Good understanding of ticketing tools like FreshdeskZendeskZoho is a must
  • Good understanding of CRM tools like HubspotAirtable is a plus
  • Familiarity with SaaS is a plus
  • Comfortable using data to back solutions provided to merchants
  • Agility and ability to adapt quickly to changing requirements, scope and priorities.