What You’ll Do
- Use your technical expertise and customer service skills to resolve questions and issues for our online merchants
- Communicate clearly in writing to both technical and non-technical people
- Use our “live chat first” approach to clearly answer questions, triage and gather context as needed, moving to email for any deeper investigations when necessary.
- Occasional outbound phone calls with customers when the issue requires quick context gathering
- Identify patterns, recommend improvements, filter out unimportant issues, troubleshoot and escalate bugs to engineering
- Contribute to the ongoing development of documentation and best practices
- Be a Recharge expert for our merchants to help them grow by knowing the product well and staying up to date with the new releases
- Collaborate with teammates in our swarm support model to resolve issues in a timely manner
- Contribute to achieving individual, team, and company goals
- Live by and champion our values: Accountability, Collaboration, Iteration and Details
- Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred
- Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen
- A passion for problem solving and the curiosity and humility to ask for assistance
- A sense of urgency and ability to prioritize issues based on severity, with a satisfaction from going above and beyond to provide solutions
- Ability to work remotely and desire to make an impact at an industry leader in subscription payments
- Ability to identify trends and take a proactive approach when reporting potential incidents
- A strong and responsive communicator, with excellent customer service and English fluency (written and spoken)
- A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor
- Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)
- Use Splunk, SQL, Looker, other tools
- Ability and desire to work flexible shifts
- 2+ years of experience in technical customer support at a SaaS company, or similar
Recharge’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. Salary ranges are designed to be competitive and aligned with country specific practices, while individual compensation is determined by skills, qualifications, and experience. The compensation listed is not inclusive of any equity and benefits that might exist in your total compensation package.
Hiring range in the US
$60,000 USD - $67,000 USD
Hiring range in Canada
$65,000 CAD - $68,000 CAD
Benefits At a Glance
- Medical, dental and vision plans
- Retirement plan with employer contribution
- Flexible Time Off
- Paid Parental Leave
- Monthly Remote Life and Merchant stipends
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