Customer Support Advocate

Customer Support · Vancouver, British Columbia
Department Customer Support
Employment Type Full-Time
Minimum Experience Entry-level

About Stamped:

Stamped is the reviews and loyalty platform for ecommerce, helping ecommerce brands establish credibility by building trust and giving their customers a voice. The team at Stamped created a platform to help brands have stronger relationships with their customers through Reviews and Loyalty.


We are a fully remote start-up team, headquartered in Canada with team members based all over the world. Join us as we take Stamped to the next level!


Role:

Are you currently a SaaS Customer Support Advocate looking for that next big challenge? Does joining a small team where you can have an enormous impact on the direction of a fast-moving start-up sound exciting? If you answered yes to these questions, then this might be the perfect role for you!

 

We’re looking for a highly personable, driven and resourceful Customer Support Advocate to join our fast-growing remote Customer Support Team. You will be a key player in supporting our customers’ needs, growth, and experience on our platform. This role is not for the faint-hearted, we are looking for people who want to roll up their sleeves and make things better so that we exceed our customers’ expectations every day.


Responsibilities:

  • Ensure proper and clear communication via email
  • Providing first-tier support within the outlined standards for the users of Stamped
  • Ensure the proper management of support workload using our ticketing system
  • Escalate any tickets that cannot be resolved to the tier 2 team
  • Assignment of new tickets based on topic
  • Report gaps in the knowledge base and saved replies, assist with ongoing improvements and building the public knowledge base
  • Listening to customers to understand their needs and working out how you can best help them
  • Professionally answer questions and queries whilst adhering to company policies and processes
  • Guiding and educating the customer through various self-help options and articles
  • Performing logical troubleshooting
  • Accurately documenting troubleshooting steps and confirming resolution of reported issues
  • Constantly learning new technical product information as the product evolves
  • Always striving to make our customers happier!


 Requirements:

  • Experience in customer service role (experience in a customer support role a bonus)
  • Tech-savvy (technical support experience is a bonus)
  • Experience supporting SaaS Enterprise Applications (HelpScout, Asana, Slack etc.)
  • Highest degree of initiative and professionalism to resolve customer issues on first contact
  • Experience in writing/web content creation is a plus
  • Confident and proactive team player
  • Resourceful, friendly, quick-thinking and empathetic should be some of the adjectives used to describe you
  • You are passionate about software and online apps
  • You want to make a difference in the team and you are an amazing team player


Benefits: 

What's in it for you?


  • Work with a passionate, multinational and multi-talented group of tech enthusiasts who always go that extra mile
  • Work directly with company leadership
  • A fully remote company driven by deliverables, not hours
  • Comprehensive benefits package
  • Grow and own your area 
  • $650 home office set up allowance
  • $650 annual education budget 
  • Employee Share Purchase Plan
  • Paid Parental leave (up to 12 weeks)
  • A key member of a growing Support team here at Stamped!

 

Why Choose Stamped? 

You will be joining us at an inflection point for the Stamped product and team. We have experienced significant growth, our customers love us (but don’t just take our word for it), and we recently joined the WeCommerce family


If you're the type of person that seeks out new challenges, wants to work with some of the best people in the SaaS ecommerce space and make a meaningful immediate impact to a growing company, this is for you!


At Stamped, we are committed to building a diverse and inclusive space where people are free to be their whole and authentic selves. If you are excited about this role but your previous experience does not align with every qualification, we encourage you to apply anyways. You might be a fit for this or one of our other opportunities.

Thank You

Your application was submitted successfully.

  • Location
    Vancouver, British Columbia
  • Department
    Customer Support
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level