Customer Experience Specialist

Hey there! : )

The SellerSmile team is looking to add to our Customer Experience team! You’d fit this role if you have a customer-centric mentality, and would like to help online shoppers have an awesome experience with their purchase.

Our Customer Experience Specialists work to put a real-life smile on customers’ faces by responding to their questions and concerns through email, chat, and social media. We believe that fast, accurate, comprehensive, and personalized messages make happy and loyal customers!

At SellerSmile, we work as a virtual team, sharing insights, staying in regular contact through online chat and video conferences. We share feedback, encourage each other to reach personal and professional milestones, and turn mistakes into opportunities for learning. We value clear communication, open-mindedness, enthusiasm, and the ability to anticipate and solve issues.

You should apply if the following list describes you:

• You’re agile. Change is the only constant in the modern business environment and you respond to that change with calculated speed. You attack problems with constant activity. You do more than most with vigorous persistence and endurance.
• You love smiling. You want to exude the feeling of a smile with every conversation. You’re happy-go-lucky, empathetic, and light-hearted even in the face of negative circumstances. You leave the people that interact with feeling lighter and satisfied.

• You’re mindful. Conscientious, dedicated, attentive, and empathetic. You anticipate customer and client needs and take every opportunity to be helpful. You strive to go the extra mile and reflect on our performance.

• You’re independent. Self-governed, autonomous, and self-sufficient. As a remote professional, you are your own motivator and taskmaster. You don’t wait for others to find solutions and workarounds to barriers. You get to set your own pace without waiting for approval.

• You’re liberated. Free, unrestricted, and flexible, you help our clients and our team members to rise above the “normal” existence where time, resources, and location are limited.

• You’re ethical. You do the right thing even when it’s difficult, which imparts trust. You tell the truth when it’s not flattering or easy. You have a strong internal moral compass that directs us to act in ways that are right and cause the least harm.

• You value empathy. You love to help! You can easily put yourself in a customer’s shoes and feel their anxiety. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered and not stupid because of a small mistake.

• You pay attention to details. Sometimes customers may write emails that are a bit confusing. You pay attention to the finer nuances and context clues to determine what they need. You anticipate future problems and address concerns that may have gone unsaid. You understand the proper tone and language depending on the scenario. Maybe you have a “one emoticon” or “one exclamation point” rule of thumb for every email. You make sure each word and each punctuation mark makes people delighted to work with you.

• You have strong written language skills. Almost everything at SellerSmile is done through text communication (both with customers and within our team). If you’re a user of Grammarly, we are looking for you! (Big plus if you are conversational in any other languages, our entire team is multilingual!).

Preferred qualifications:

• Experience in an e-commerce setting.
• Previous work history in customer support (online or brick & mortar).
• Proven ability to work independently. You’ll be communicating with the team primarily via online chat (Slack) and video calls. We understand that a remote lifestyle isn’t for everyone, it takes an advanced level of self-discipline.

• Knowledge of help desk software such as Help Scout, Zendesk, Front, Intercom, etc.

• Use of productivity tools like Slack, Trello, Google Docs, Zoom, etc.

Requirements:

• Laptop/desktop required. Minimum performance specifications: 4GB ram, 2.0GHz processor speed, 128GB HDD (hard disk drive).

Things you might do with SellerSmile:

We're a small but fast-growing remote-first company, so you’ll likely get experience on many different projects while you work with our team. That said, here are some things you’ll probably do:

• Help customers through email or chat to ensure they have the best experience possible (teammates tend to send 60 emails every day), helping research their problems and answering their questions.
• Write documentation to share your knowledge with the team. Everything we create is written and maintained by the Customer Experience Specialists.
• Work with the team to build processes and guidelines that will optimize and increase the quality of support at the same time.
• Experiment: we’re a startup so we like to test new things often!

How to apply:

To apply, follow the prompts at the end of the video on this page: https://www.sellersmile.com/join-our-team.

After your application is submitted, you’re going to hear back from us, even if it doesn’t seem like a good fit. In fact, throughout the process, we strive to make sure you don’t go long without an update.

Thank you!

Important Notes:

• Compensation may vary according to your primary country of work and residence.
• New hires will start with SellerSmile as an independent contractor.

Job Type: Full-time

Pay: $20,000.00 - $25,000.00 per year

Application Question(s):

• Do you currently have a working computer that meets the minimum specification requirements? 4GB ram, 2.0GHz processor speed, 128GB HDD (hard disk drive).

Work Location:

• Fully Remote

Work Remotely:

• Yes