Customer Support Specialist

We are Aftersell by Rokt, a hyper-growth Shopify ecommerce leader.

Aftersell by Rokt enables SMB companies to unlock value by making each transaction relevant at the moment that matters most, when customers are buying. Together, Rokt's AI-based relevance Platform and scaled ecommerce Network powers billions of transactions. In December 2022, Rokt’s valuation increased to $2.4 billion USD, allowing us to expand rapidly. In February 2024, Aftersell was acquired by Rokt.

At AfterSell by Rokt, we practice transparency in career paths and compensation.

At AfterSell by Rokt, we believe in transparency, which is why we have a well-defined career ladder with transparent compensation and clear career paths based on competency and ability. Rokt’stars constantly strive to raise the bar, pushing the envelope of what is possible.

We are looking for a Customer Support Specialist

Compensation: $50,000 base salary, employee equity plan grant & world class benefits.

As a customer support representative at AfterSell by Rokt, you will play a pivotal role in ensuring customer satisfaction. Your primary responsibility will be to assist customers through live chat and email (using Intercom) to resolve any issues they encounter. This involves providing timely and accurate information, troubleshooting technical problems, and addressing concerns or complaints in a professional and empathetic manner.

Hours: M-F: 6am-2pm Mountain Time

What You'll Do

• You’ll manage support tickets. You'll be working in Intercom to respond to live chat and email customer queries that come in.
• You'll guide our customers. You’ll work with our customers to educate them on how to use our app to be most successful.
• You'll address customer issues. While some tickets are fairly simple and straightforward, there may be more complex and deep rooted issues that require HTML/CSS skills to resolve. You will work to find solutions to these problems and bring it to the technical team if you’re unable to solve the issue.
• You'll collect customer feedback. We are extremely customer centric and we value every bit of feedback from our customers, whether it’s positive or negative.
• Join us at AfterSell by Rokt and be part of a dynamic team dedicated to empowering eCommerce merchants and driving success in the ever-evolving digital landscape.

Requirements

• You put customers first. You constantly put yourself in the shoes of our customers, thinking about the implications of what you're doing. This reflects in your work — thoughtfully communicating our product, advocating for customers at product meetings, etc.
• You have a foundation. You have demonstrable experience with outbound, demoing, and managing accounts. Experience with coding in CSS a must, experience with Intercom + Linear a plus.
• You have strong communication skills. You have the ability to teach and present concepts in a compelling way.
• You have good values. You have high integrity, strive for excellence, value respect (of others and yourself), and believe in the power of collaboration.
• You have an entrepreneurial drive. You are comfortable with rapid change and high pace excites you.
• You believe in hard work. You understand that the world's best companies are built by talented and hard working people.
• You know what the priority is. You know how to prioritize tasks effectively to drive progress and achieve goals.
• You're a first principles thinker. You are driven to solve the core problem, holistically, by working with people and using the resources available to you.
• You love what you do. You genuinely enjoy every aspect of your role, finding fulfillment in helping merchants succeed and contributing to the company's growth.

Benefits

About Rokt’stars:

As a mission-driven, hyper-growth community of curious explorers, our ambition is to unlock the full potential in ecommerce and beyond. Our bias for action means we are not afraid to quickly venture into uncharted territories, take risks or challenge the status quo; in doing so we either win or learn. We work together as one aligned team never letting egos get in the way of brilliant ideas. We value diversity, transparency and smart humble people who enjoy building a disruptive business together. We pride ourselves on being a force for good as we make the world better.

About The Benefits:

We leverage best-in-class technology and market-leading innovation in AI and ML, with all of that being underlined by building and maintaining a fantastic and inclusive culture where people can be their authentic selves, and offering a great list of perks and benefits to go with it:

• Accelerate your career. We offer roadmaps to leadership and an annual $5000 training allowance
• Become a shareholder. Every Rokt’star gets equity in the company
• Extra leave (bonus annual leave, sabbatical leave etc.)
• Work with the greatest talent in town
• See the world! We have offices in New York, Seattle, Sydney, Tokyo and London

We believe we’re better together. We love spending time together and are in the office most days (teams are in the office 4 days per week). We also get that you need to balance your life and your commitments so you have the flexibility to manage your own hours and can spend up to a week of every quarter working from anywhere.

If this sounds like a role you’d enjoy, apply here and you’ll hear from our recruiting team.

Note: The first stage of the recruitment process for this role is to complete a 15 minute, online aptitude test which will be sent out to your application email. Successful candidates will be contacted to discuss next steps