Smile.io enables ecommerce store owners to offer powerful and customizable rewards programs to their customers. These programs help stores delight their customers, keep their business profitable, and grow their community. We are powering thousands of rewards programs and rewarding tens of millions of customers in eCommerce stores around the world!
As a member of our Merchant Experience team, you will play a vital role in communicating directly with our eCommerce merchants to help them get the most out of Smile and grow their business. We are looking for a highly motivated Experience Manager to help merchants grow their businesses through customer loyalty. We support merchants globally and are looking to expand our coverage to ensure we provide the highest level of availability. We are looking to fill a remote position to work the aligned hours at 9-5pm ET (with some flexibility +/- 1 or 2 hours), Sunday through Thursday, but open to other arrangements that also provide full coverage on weekends.
About the role:
As an Experience Manager, you will work to support thousands of merchants who have launched loyalty programs with Smile. This role is high volume, 1: many. Most of the days will be spent interacting directly with merchants when they request help with strategy or program evaluation, but will also contribute to our strategy to help proactively address issues before a merchant requests help. Along with the rest of the merchant experience team, you will contribute to self-service resources that will help guide our merchants to success.
If you love a challenging, high-volume environment where you can think fast and delight customers, we want to hear from you!
Carry out ad hoc requests for performance reviews and strategic conversations.
Contribute to our ever-growing Help Documents to help create repeatable practices that can help Smile scale (program evaluation, advanced use cases, strategic best practices)
Support and delight our merchants through Zoom chat, email, phone, and video conference conversations
Collect and share churn reasons and product feedback from merchants who have been running Smile for at least 6m through our internal tracking systems.
Communicate proactively with merchants based on manuals
Help with any support or deployment overflow work
Interact and collaborate with a remote team around the world
What are we searching for:
Has prior experience as a Customer Success Manager in a SaaS company
Has the ability to solve problems and improvise creatively in ambiguous situations.
You can switch context, digging into varying degrees of complexity in requests over the course of a day
You are analytical and you know the tools of Excel and / or BI
You have excellent verbal and written communication skills.
You have an insatiable curiosity
Bonus points if:
Have e-commerce experience through your own company or through previous roles
Have experience in 1: many high volume digital environments
Have experience using intercom
About the Smile team!
Join a smart, fun and growing Canadian company with staff located in various countries around the world.
Work on a product that tens of millions of people use every month!
An atmosphere where you will be constantly challenged to learn new things!
Stock option possibilities in a fast growing company.
Perks like our wellness credit, generous vacation policy, and home office equipment to make sure you can do your best work.
We believe that diverse teams perform better and that fostering an inclusive environment is a key part of growing a successful business. We welcome people of diverse backgrounds, experiences, and perspectives. We are an equal opportunity employer and are committed to working with applicants requesting accommodations at any stage of the hiring process.
It sounds exciting?
Great! We would love to hear from you. We are not looking for just anyone to join our team, so our application process will not be your ordinary application. We’d love to see a cover letter that shows us your personality! … and let’s give up your resume and send us a link to your LinkedIn profile or other online resume. If you don’t have a LinkedIn profile, just make sure your cover letter addresses the requirements listed above and addresses relevant past experiences.
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