Offer summary

Qualifications:

At least 2 years of experience in a Customer Support or Customer Success role., Excellent communication and interpersonal skills are essential for client interactions., Familiarity with ticketing tools like Freshdesk, Zendesk, or Zoho is required., Understanding of CRM tools like Hubspot or Airtable is a plus..

Key responsibilities:

Maintain ownership of customer relationships and drive product adoption and retention.

Provide first contact resolution and respond to users via callback or email.

Update internal databases with technical issues and customer discussions.

Gather customer feedback and collaborate with Product, Sales, and Marketing teams.

Job description

About Shopflo

⚡At Shopflo, we're trying to change the way the world shops. We are a high-growth SaaS startup building a checkout stack for e-commerce. We started with the vision to help new-age merchants transform the way they sell to and engage with customers online while making shopping smarter and completely hassle-free 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 co-founders: Ankit (ex-IIT Kharagpur, Oracle, Gupshup), Ishan (ex-IIT Bombay, Parthenon, Elevation Capital), and Priy (ex-IIT 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 high-impact, 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 self-starter 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 Freshdesk/Zendesk/Zoho is a must
Good understanding of CRM tools like Hubspot/Airtable 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.

Required profile