Live Chat Representative (EMEA, M-F, 10am-6pm UTC) - remote

Smile.io

Posted 2 years ago

In a world of beeps and clicks, Smile reminds us there is a human on the other side of every screen. We are a globally distributed 50+ person company with employees in Canada, the USA, South America, EMEA, and APAC. Our team has a strong emphasis on cross-cultural and timezone collaboration. We've been recognized as a "Best Place to Work" in Canada and look forward to expanding this on a global scale.

Our team is building the loyalty layer of the internet and currently already powers over 80,000 rewards programs, reaching more than 500 million shoppers. Above everything else we strive to make people happy —from the merchant to their consumer, to our own team (yes, our name really is fitting).

About the Team:

The Merchant Experience (MX) Team at Smile is a global team that works to deliver the best possible customer experience 24/7. Our work is highly collaborative which allows for opportunities to work on projects that grow skills beyond just those required for your day-to-day role. We care deeply about the quality of our interactions with merchants and don’t let vanity metrics like ticket volume or time to close drive our actions. Instead, we truly want to help as many merchants as possible grow their businesses, and we ensure that every experience with our team is as delightful and helpful as possible along the way.

About the Role:

As part of the Live Chat team, you’ll be the first point of contact for both prospective and tenured merchants running their loyalty programs with Smile. One minute you may be helping a new merchant choose the right plan, the next you’ll be guiding a merchant through integrating Smile with another app. Sometimes you’ll have long flowing conversations, other times you’ll be providing a quick solution and moving on. This is a fast-paced role requiring a high degree of organization and concentration. No two hours will the same. You love making connections and empowering people to help themselves. The ultimate success will be merchants coming away from live chat looking forward to the next time they need to get in touch with us. ✨

What You'll Do:

Be the first point of contact for both current and prospective Smile merchants, handling up to 2-3 concurrent chats at any given time
Help prospective merchants articulate the value of Smile
Enable product adoption by facilitating trial access and demonstrating the app’s capabilities
Guide tenured merchants through configuration and light optimization
Answer general questions about Smile, provide how-to guidance, and identify &resolve minor issues
Be the first line of defense for triaging &light debugging of platform issues
Assist merchants when escalating matters to other teams for more specialized support by setting expectations around follow-up times and next steps
Build trust, empathize, and delight merchants by setting the standard for what exceptional support looks like
Offer our merchants needs-based solutions, not pushy sales
Advocate for merchants by translating their feedback into specific product requirements

Who You Are:

Based in EMEA and able to work Monday-Friday 10am-6pm UTC
You have an expressive, high-energy personality. Emoji &gifs are your best friends. When a merchant opens a chat, they know there’s a real human on the other end
You’re fiercely curious. You want to learn everything, yesterday.
You’re your own worst critic and thrive on self-improvement. You aren’t content with settling for the minimum, and you love experimenting with new techniques
Keen interest in online tech, startups, web apps, and entrepreneurism
Fast-paced environments don’t scare you. Context-switching is the norm
Ambiguity is your friend
Extremely detail-oriented and organized
Love collaborating and being part of a team
Proactive and autonomous. You don’t wait for instruction and love taking the initiative to get things done

Bonus If You Have:

1+ years customer service/support / success experience
Familiarity with e-commerce platforms such as: Shopify, BigCommerce, Wix Stores, Squarespace, etc
Have entrepreneurial instincts, such as experience running a small side hustle
Experience working towards team-based goals / KPIs
Experience with HTML, CSS, JavaScript
Experience with Intercom
Experience working remotely

Our commitment to candidates:

At Smile, we understand that finding a new role is challenging and that self-doubt or imposter syndrome can prevent you from applying to a role, don’t let it! You have a ton to offer and we want you to feel encouraged to apply, even if you don’t check all of the boxes. If you are passionate about eCommerce and helping merchants grow through loyalty and reward, connect with us.

At Smile, we rely on a range of backgrounds, experiences, and ideas. We value diversity, and we’re proud to be an inclusive, equal opportunity workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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