Customer Support Specialist - Ecommerce

Jumpseller is an e-commerce platform for fast-growing businesses. We focus on making online commerce easier so that companies can concentrate on what they do best: selling their products. Today, merchants use our platform to manage every aspect of their online business—from products and orders to shipping and customers—selling through an online store, chat, mobile, integrated marketplaces, and other sales channels. Although our company has been around for over 10 years, you’ll find a startup-like structure here, where your ideas and contributions truly matter, and there’s extensive room for career growth.

Our team is made up of a very diverse group of people from different countries and backgrounds, making us a multicultural company. Although we are a remote-first company, we have two offices: one in Santiago, Chile, and another in Porto, Portugal.

We're looking for someone to join our Customer Support Team. Someone who loves to help others, someone who can feel empathy, have a good communication, a problem-solver, detail oriented, when dealing with customer's problems and to whom you can relate.

We mostly need help on replying to our clients via email, between 10.00am to 8.00pm. It's a regular 40 hours/work per week. Every 6 weeks, working a weekend is necessary, with 2 days off during the week.

This is a demanding role, where many of the inquiries are technically complicated to assess. This requires you to act, on a daily-basis, as a liaison between our client base and our Design & Development teams.

This is a full-remote position open to candidates across the LATAM region.

You are

• Passionate, caring and empathic person, who likes to listen and solve other people's problems;
• Incredibly resourceful and exceptional at finding solutions even when there is no clear path.
• An advanced computer and Internet user, with previous experience creating or editing or managing Online Stores, Blogs, in Customer Support or in Marketing roles;
• Excellent in communication and teamwork;
• Fluent Spanish speaker;
• Fluent Portuguese speaker.

You have

• Bachelor's Degree on Engineering, Marketing, Journalism, Communication, or other;
• Demonstrated previous professional experience in Customer Support;
• Advanced computer skills, from a user perspective;
• Ability to communicate clearly in writing and orally in Spanish and English;
• Previous experience with Jumpseller or other e-commerce platforms is a plus;
• HTML development experience is a plus.

Benefits

• Remote Work;
• Competitive pay;
• Performance based bonus every month;
• Be in an informal environment, working for a global market;
• Work on a MacBook + external 27" monitor.

The Recruitment Process

• We will review all the CVs & Cover Letters received;
  
• First interviews - lasting 30 minutes. This is an introductory meeting, so that you get to know Jumpseller and present yourself;
• Top candidates will be invited to participate o a Case Study, which will be done at their own pace and should not take over 2hs. Not more than 4 to 6 invitations will be sent. All other applicants will receive a rejection notification;
• Finally, a last interview - lasting 45 to 60 minutes - to review the resolution Case Study & focus deeper on your main professional project/achievement;
• We expect to send you an offer by late November or early December.

All candidates will be notified from us once the process is concluded. Those on the last interview stage can request brief feedback about their application.

You will

• Help clients setting up their e-commerce solution from different subjects; help them solving their e-commerce doubts and problems;
• Answer about 75+ emails per day once you're fully up to speed (2-3 months on-ramp);
• Identify, document and prioritize customer reported issues to the development team;
• Document & automatize replies for frequently asked questions;
• Gauge the usability of new and existing features, and making constructive suggestions for change;
• Take responsibility & ownership of your work.