Senior Customer Support Specialist - Remote Eligible

Senior Customer Support Specialist

Zipline is a well-funded and quickly growing SaaS company that works with many of the world's top retailers across many industries. We have best-in-class NPS and CSAT scores, and our customers rave about us. Plus, we are a fully remote company with employees all over Canada, the United States and beyond!

At Zipline, our Senior Customer Support Specialists help improve the lives of our customers by supporting our front-line Support team and our Account Managers. We're hiring a Senior Customer Support Specialist who wants to help us continue to deliver the responsive, friendly, first-class customer service that our customers love and appreciate! If you are an empathetic, technically skilled problem solver with a knack for digging to the root of problems and offering solutions, then you are what we're looking for!

Responsibilities:

• Provide primary frontline support as a Tier 1 Senior Customer Support Specialist
• Promptly respond to customer questions, issues, comments, and feedback via Intercom live chat or email
• Achieve productivity standards and goals while maintaining the highest level of customer service
• Handle customer requests and questions with a thoughtful, friendly, and empathetic tone
• Collaborate with colleagues across the organization to find solutions to customer issues
• Identify common issues and escalate them to management, along with possible suggestions for improvement, wherever possible
• Maintain a polite, helpful, and professional manner at all times
• Obtain and share customer feedback with colleagues and other departments so that products and services can be improved
• Familiarize yourself with new products and services as they are introduced
• Attend training and meetings as required
• Provide assistance with training for new Customer Support hires
• Help create and maintain internal and customer-facing documentation
• Support our developing Customer Support team and Account Managers with technical solutions to customer issues.
• Take lead on identifying, reproducing, and escalating issues across multiple business units within Retail Zipline (e.g. Account Management, Customer Success, Engineering, Product Management, etc.)
• Provide solutions to customer issues by developing scripts and processes to ensure data integrity.
• Proactively take on challenges, research information, troubleshoot problems, and creatively deliver results.
• Help create and maintain internal documentation.
• Develop troubleshooting tips and tools to use in the diagnosis.

Competencies:

• You have a developing understanding of systems architecture, database design, and the ruby language.
• Strong troubleshooting/debugging skills and a real passion for problem-solving
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Incredibly organized and detail-oriented, with exceptional critical-thinking and troubleshooting skills.
• Extensive experience working with different operating systems including Windows and Mac OS
• Developing understanding of Ruby, web Services, API, and IP based protocols
• Experience working with large scale rails applications
• Understanding of PostgreSQL/MySQL, or other database systems is a plus
• Previous experience in a software customer service/support role
• Experience with help desk software, such as Intercom, Zendesk, etc. is preferred
• Proficiency with applications such as Slack, Basecamp, Zoom, Loom, etc. preferred
• Good communicator with a clear, thoughtful, and friendly writing style
• The ability to respond appropriately and quickly under pressure
• Sound judgment along with excellent problem-solving and technical troubleshooting skills
• A positive attitude and the ability/desire to build relationships with our users

What's in it for you:

• Remote-first culture: Join a high performing, fully remote team and work where you're comfortable
• Stock Options: Get meaningful ownership in a fast-growing, venture-backed company shaping the future of retail.
• Time Off: Our flexible time-off policy ensures you stay refreshed and recharged. Plus, you'll get a monthly stipend to get you out of the house—grab a coffee and work from your favorite spot!
• Benefits: World-class medical, dental, and vision policies.
• Team Connection: Annual company off-sites in fun locations. We've done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City.
• Sabbatical: A one month paid sabbatical after completing five years of working at Zipline.
• Volunteering: Every quarter, Zipliners get a paid day off to volunteer for a nonprofit of their choice.
• Learning: We support continuous learning and provide unlimited access to our Udemy Business account
• Great humans, great work: Work with kind, collaborative teammates who care about doing meaningful work and making a real impact. We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

Want to learn more about how we work?

We may be remote, but we're anything but disconnected. Zipline is a thriving, dynamic team spread across the globe—collaborating, innovating, and having a blast along the way.

Zipliners work from all over—vans, boats, Airbnbs, and everything in between. No office? No problem. Our culture still feels like one big hug.

Even though we're distributed, we make space to connect—whether it's our weekly all-company social or gathering in person at our yearly retreats. We're building something meaningful together, and we're glad you're considering being a part of it. We can't wait to meet you!