About the Company
Shopper Approved, a two-time Inc. 500 award winner and Utah Top 100 company, is a preferred Google review partner that helps e-commerce businesses collect seller and product reviews. We provide the tools necessary to receive valuable feedback by way of review collection from actual verified customers. These reviews are syndicated to Google, Yahoo, and Bing to help our clients with their online reputation by displaying reviews and ratings across the web in multiple locations including shopping ads and campaigns. We are a client-focused, casual, yet fast-paced office environment.
About the Role
As an account manager, you will provide exceptional support to our clients by performing daily tasks such as answering customer support phone calls, tickets, and live chat on a wide range of topics including product-related issues, account walkthroughs, and auditing client accounts to ensure our clients get the most value out of their service.
In addition to working with clients, you will collaborate closely with other members of the support team and the software engineering team to troubleshoot client issues, report feedback and bugs, and ensure smooth product operations for both clients and the support team. The ideal candidate will possess strong empathy for clients, excellent troubleshooting skills, and a desire to learn and expand their knowledge.
Responsibilities
- Use your natural curiosity to dig deeper and troubleshoot problems
- Be an expert in all things Shopper Approved
- Interact daily with clients via chat, email, phone or scheduled Zoom calls
- Educate clients on features to ensure they are utilizing our service to its fullest
- Enhance internal processes to optimize customer support efficiency
- Contribute to support team projects and initiatives
- Collaborate with the software team by reporting bugs to create a better product
- Be a customer advocate: Champion and represent customers’ internally
Requirements
- 2+ years previous customer service experience
- Proficient in Excel
- Ability to work independently and as part of a team
- Exceptional organization, time management, and prioritization skills
- Excellent communication and active listening skills
- Prompt, creative and curious when it comes to client needs
- Ability to troubleshoot and consider multiple ideas
- Portray Shopper Approved in a professional manner
- High integrity, dependable and committed
- Comfortable managing multiple client accounts
Nice to Have
- Experience working in a SaaS support environment
- Familiarity with customer and project management tools (Trello, Intercom, Hive)
- Enthusiastic about enhancing internal processes
- Knowledge of HTML, CSS, and JavaScript
Salary
- Negotiated upon experience
Benefits
- 15 days of PTO, which increases to 20 days after 3 years
- 10 additional paid holidays
- Nice Primary Health Care for your entire family (includes unlimited virtual and in-home visits, and 550+ free prescription medications)
- $500/month health insurance allotment that you can either keep or use towards any additional health care provider of your choice
- Up to 4% 401-K matching starting your first day
- $50/month life insurance stipend
- Gym membership to EoS Fitness
- Great company culture, great people
- Team networking and social events
- Indoor Golf Simulator, Pool Table, Ping Pong, Darts and Foosball
- Fully stocked kitchen, great office, and fun environment