Customer Success Associate

About Us 🌎
EcoCart is a leading climate technology application for online retailers. We partner with brands to meet their sustainability goals by identifying opportunities to reduce their carbon footprint throughout their supply chain and business operations. Where greenhouse gas emissions are unavoidable we partner with certified carbon offset projects. By helping ecommerce businesses tell their sustainability story we boost trust, prevent greenwashing, and offset unavoidable greenhouse gas emissions. 
We are a 50-person, remote-first company looking for people who are motivated by being part of a team building products that will help change the world. We're growing quickly, and want you to grow with us - Join us in our mission to make the fight against climate change easy, accessible, & affordable for everyone!
EcoCart is currently only hiring folks based in the United States or Canada.
See who you'd be working with by checking out our org chart: https://theorg.com/org/ecocart
Salary Range: $20-$24 per hour*This role is eligible for variable compensation in addition to the base salary
The OpportunityAs a Merchant Success Associate at EcoCart, you will be responsible for providing an excellent customer experience to our small business cohort of customers. This role involves scaled success to one of our most important segments due to volume and volatility. Having strong customer obsession is critical to helping these customers succeed with EcoCart and achieve their sustainability and business performance goals.
You’ll drive upsells and help ensure churn is kept to a minimum, in tandem with working on special projects to grow the overall EcoCart business. This person must be an adaptable self-starter with strong critical thinking skills, as they'll interact with different customers every day while working closely with various departments, juggling multiple priorities.
This role will be measured by ticket responsiveness speed, churn, and customer activations.
This is an ideal role for someone with experience in support or onboarding that wants to gain experience for a career in customer success management.

In this role you will 💻

• Serve as frontline support for all EcoCart customers including all segments that open tickets.
• Be a proactive supporter to our smallest revenue customers through the journey of onboarding, training, delivery strategy and upselling into value-added products, services, and partners.
• Increase customer retention by providing world-class, timely service when our customers need it most
• Quarterback customer risks and escalations end-to-end, including working cross-functionally with internal teams to create & execute action plans that mitigate customer churn
• Maintain deep knowledge of the EcoCart product to educate customers and drive product adoption
• Identify customer expansion through partner integrations and product optimization
• Act as the voice of the customer to Product and Engineering, synthesizing feedback, and ensuring EcoCart delivers products that meet our customer’s needs
• Assist Merchant Success Managers with technical support of our largest and most strategic customers
• Facilitate the growth of the EcoCart business through collaboration with internal teams on a variety of ad hoc projects, as needed

Our ideal candidate 🕵🏻‍♀️

• Customer Obsessed: empathetic, clear communication, community builder
• Process Builder: scale in mind, logical, system-oriented
• Technical and Analytical Problem Solver: data-driven, capable of root cause analysis, prioritization
• Strategic and business-minded: you find trends in your data and look for the "so what"
• Creative and collaborative: you love working with a team and creatively solving challenging problems
• Attention to detail and the ability to effectively multi-task in a deadline-driven atmosphere
• Bias to action to achieve success at a fast-pace

Minimum Requirements 🔍

• 1-3 years of experience in customer success, Support, or sales
• Proven organizational/time management skills with the ability to prioritize tasks and initiatives in a fast-paced environment
• Self-starter who thrives in the opportunity to take initiative
• Demonstrated ability to quickly learn and adapt to new technologies. Coachable.
• Clear communicator with the ability to break down complex problems and formulate digestible solutions

Preferred Qualifications 🚀

• A passion for sustainability
• Experience in the ecommerce industry
• A working understanding of web development

EcoCart Benefits 🎉
Series A EquityUnlimited PTOFlexible hoursRemote-first environmentBest-of-the-best options for medical, dental, & vision insurance401(k)Ment