Customer Support Representative

At Jungle Scout, we are on a mission to empower entrepreneurs and brands to grow successful ecommerce businesses, and we provide the industry-leading data, powerful tools, and resources they need.

We're growing and we want you to join our dynamic Customer Support team! We're looking for a passionate and skilled Customer Support Representative to help us keep our customers happy and engaged.

Location: We’re a remote-first company and looking to hire this person in Canada or the USA.

Schedule:  We are hiring two CSRs for two different shifts.

1. Shift 1: 6am - 3pm, Tuesday - Saturday CST
2. Shift 2: 1pm -10pm, Friday - Tuesday CST

As a Customer Support Representative at Jungle Scout, you play a pivotal role in handling inbound ticket volume during our peak busy hours to ensure our department meets its Service Level Agreement goals. Your primary objectives include assisting customers and contributing to the development of a customer-centric team, with a focus on documentation and operational improvement for the future. You are expected to develop a thorough understanding of the tools and processes related to Jungle Scout and Amazon Seller Central, while demonstrating exceptional soft skills to simplify complex questions for all users. As Jungle Scout explores the use of AI in answering customer queries, you will be the go-to expert for handling more intricate issues and seller inquiries.

Interested in learning more? Let’s get into the details:  

Day in the Life of a Customer Support Representative at Jungle Scout:

• Loving our customers and communicating with empathy: Our customers trust us to help grow their business, and you'll be responsible for ensuring they get the most from their purchases. You'll be the face of our customer experience, engaging with customers via email, chat, video calls, and even social media. You’ll be answering questions and finding creative solutions to any problem while being efficient, resourceful, and productive. 
• Product expertise: You'll master our products inside out and show candidates how to use them.
• Retention: Once you've got billing and membership basics down, you'll learn how to retain customers and use your communication skills to keep them coming back.
• Data Analysis: You’ll be expected to apply your product expertise to read and understand data, then be able to explain that data to the customer.
• Work with a Great Team! Our team culture is one of collaboration, continuous improvement, and customer-centricity. You’ll communicate effectively with other team members and leadership when giving and receiving feedback with the goal of building a better customer experience. You’ll champion the Jungle Principles in every interaction. 

Who you are:

• SaaS Customer Support Expert. You have 3+ years of SaaS Customer Support experience where you provided support to customers via email, chat and social channels.
• E-commerce Experience: You have a strong familiarity and knowledge with the e-commerce industry, particularly Amazon Seller Central.
• Polished, effective communicator. You are a strong, polished communicator capable of engaging and empathizing with customers & team members both verbally and in written English. Needless to say, you have impeccable English communication skills that allow you to easily align with customers and understand their e-commerce challenges.
• Innovator: You have a proven track record of thinking outside the box and showcasing strong critical thinking skills to provide creative solutions to customer issues. 
• Customer-Obsessed: Putting customers first is at the core of everything you do. You understand the importance of delivering exceptional experiences to our users, and your dedication to meeting their needs and surpassing their expectations drives our commitment to excellence.
• Growth Mindset: You are never content and continue to raise the bar for yourself, the team, and our company. You’re always looking for more responsibility and opportunities.
• Detective Mentality: You have a natural curiosity, with a desire to dig for answers and understand how things work. You are resourceful and can find solutions to problems autonomously even when there's no clear path.
• Remote-worker: You’ve worked remotely before and already have a dedicated workspace.