[Hiring] E-Commerce Support Specialist @Snap! Mobile, Inc. id-9954

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Role Description

Snap! Mobile is looking for a stellar remote E-Commerce Support Specialist to join our Revenue Operations team. This is a critical role at Snap, as our support team is the face of our business and is responsible for delivering an excellent experience for anyone interacting with our SaaS platform.

  • Resolve customer inquiries across all Snap e-commerce product offerings including orders, shipping, product availability, account management, refunds, and website troubleshooting via phone, email, or live chat.
  • Proactively engage with users when issues arise.
  • Provide best-in-class support for administrative leaders, users, and Snap! Employees.

A successful candidate is self-motivated, dependable, well-organized, and adaptable with strong written and verbal communication skills and the ability to balance multiple projects. A “can-do” attitude is required, and the individual must thrive in a fast-paced, energetic work environment. Applicant must be comfortable and confident on the phone while able to think quickly under pressure.

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This is an hourly full-time, remote position. We are open to any location in the continental United States as long as the candidate is willing to work within the hours of 6AM – 8PM CST. Ideal shift will be: 8:30AM-5PM CST. Hourly pay based on experience. The range is $18-$20/HR.

Qualifications

  • High School Diploma required
  • Bachelor’s degree preferred
  • 1-2 years experience in Customer Service
  • Basic skills in Microsoft Office Suite
  • Strong Written and Oral Communication Skills
  • Positive Attitude
  • Comfortable working from home and independently
  • Fast Learner – eager to take initiative
  • Hard Working and Determined

Requirements

  • Respond promptly to customer inquiries in accordance with our SLAs.
  • Take ownership of customer issues and see them through to resolution.
  • Proactively reach out to customers upon identifying issues.
  • Collaborate cross-functionally to address system issues.
  • Tag and categorize issues appropriately using our internal ticketing tool.
  • Troubleshoot website-related issues such as checkout problems, order errors, and more.
  • Assist with returns, exchanges, and refunds, ensuring that company policies are followed and customers are satisfied.
  • Manage backorders or stock-outs and provide customers with alternatives or updates on when products will be available.
  • Collect feedback directly from customers and bring it to the attention of the relevant internal stakeholders as necessary.
  • Ensure that product listings on the website are accurate and up-to-date such as descriptions, prices, images, size charts, and more.
  • Monitor orders to ensure they are processed correctly and on time.
  • Contribute to the ongoing improvement of our business systems and processes related to customer operations, internal knowledge base articles, and more.
  • Undertake additional projects as assigned by management.

Benefits

  • Medical, Dental, Vision
  • 401K with a 4% match from the company
  • Paid time off.
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