What are the responsibilities and job description for the Customer Experience Advocate position at Postscript?
Trusted by more than 18,000 Shopify and Shopify Plus stores—like Brooklinen, Ruggable, True Classic and Dr. Squatch—Postscript gives ecommerce brands the tools they need to run a world-class SMS marketing program.
We're on a mission to make SMS the number-one revenue channel for ecommerce merchants by delivering an easy-to-use platform where they can grow their subscriber list, develop and test their messaging strategy, deliver excellent customer service, and drive sales and loyalty—all in one place. We believe SMS is the most important marketing and sales channel of the decade, and that vision drives everything we do.
Postscript was founded in 2018 as a 100% remote organization. With more than 250 employees (and counting!), we're backed by Greylock, Y Combinator, and other top investors.
As a Customer Experience Advocate (CXA), you will be the first line of communication for our customers. You will play a critically important role in representing our company and product, and helping customers unlock the highest value from SMS marketing through Postscript. You will troubleshoot issues, recommend solutions, and guide users through features and functionalities. You will primarily do so via chat and email through our support platform, Zendesk. 'Customer-first' is a company value, and you keep us honest in making sure that this is ALWAYS the case! This role is fully remote and will work east coast hours.
Primary duties
- Respond to customer, prospect, and partner needs quickly and effectively via chat and email
- Develop and maintain expert-level understanding of the Postscript product, along with larger e-commerce & marketing knowledge
- Be incredibly solutions-oriented and create "wow moments"
- Gather customer feedback and share it with our Product, Sales, and Marketing teams
- Follow up with customers to ensure their technical issues are resolved as needed
- Proactively inform customers about new features and functionalities in relevant interactions
- Consistently embody the Postscript brand in all customer interactions
What We'll Love About You
- 3 years experience as a customer support specialist or a similar customer success role
- Ability to work in East Coast hours
- Demonstrated understanding of technical products and a technical support process
- SaaS experience (ideally at a startup and/or hypergrowth company)
- Experience with e-commerce or marketing technology (SMS platforms or Twilio is a plus)
- Experience using helpdesk software and remote support tools (Zendesk, Intercom, and JIRA are a plus)
- Excellent communication and problem-solving skills, including excellent grammar
- Strong comfort with multitasking and managing competing priorities
- Experience in a remote-first role, including comfort on Zoom calls
What You'll Love About Us
- Hourly compensation range of USD $26-$33 plus equity (we do not have geo based salaries)
- High growth startup - plenty of room for you to directly impact the company and grow your career!
- Work from home (or wherever)
- Fun - We're passionate and enjoy what we do
- Competitive compensation and opportunity for equity
- Health, dental, vision insurance
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You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals.
Salary : $26 - $33
