About Shopflo
At Shopflo, we're trying to change the way consumers experience brands and businesses. Our first product was a cart and checkout platform for e-commerce, that allowed marketers to personalise discounts, rewards, and payments. We are currently also working on a new product that takes it a notch higher by unlocking enterprise-grade personalization for all consumer tech businesses.
Team & Role
Shopflo was started by three co-founders: Ankit (ex-IIT Kharagpur, Oracle, Gupshup), Ishan (ex-IIT Bombay, Parthenon, Elevation Capital), and Priy (ex-IIT Madras, McKinsey, Elevation Capital). We are a team of 50 people now (with team members joining from Livspace, Gupshup, Setu etc.). We are located in Koramangala, Bengaluru. We have closed our first seed round at $2.6M with Tiger Global, TQ and Better. And we're just getting started!
As a Customer Support Associate, you'll be a crucial part of our team, ensuring that merchants have a seamless experience with us.
What You Will Do
- Be a self-starter who thrives in a rapidly growing organisation.
- Maintain ownership of customers, and develop new relationships while supporting existing customers to drive adoption, expansion and retention of Shopflo's suite of products
- Provide first contact resolution according to standard operating procedures and respond back to users via callback or email.
- Ensure accuracy in information when communicating to Shopflo customers
- Identify customer needs and help customers use specific product features
- Update our internal databases with information about technical issues and useful discussions with customers
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Help setup processes to ensure the scalability of the support function
You should apply if you have
- At least 2 years of experience as a Customer Support Associate in a SaaS company.
- Since this will be a client-facing role, excellent communication and interpersonal skills are a must
- Patience when handling tough cases
- A good understanding of ticketing tools like Freshdesk/Zendesk/Zoho is a must
- A good understanding of CRM tools like Hubspot/Airtable is a plus
- Comfortable using data to back solutions provided to merchants
- Agility and ability to adapt quickly to changing requirements, scope and priorities.
- Join our team and contribute to shaping the future of our customer support function while making a meaningful impact on our customers success
