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Customer Success Representative

Job post summary
Location Hamilton, Ontario - Remote
Specialty Customer Support

About the role

Closing date: Friday, November 4th, 2019 at 5pm EST.

The work of a Customer Success Representative (whom we call Gurus) is incredibly rewarding and equally challenging. Our merchants have amazing stories filled with highs and lows, frustrations, and triumphs. It is in these moments and many in between that you would make an impact.

As a Guru, you’ll work remotely from the comfort of your home while working within a dynamic, diverse and supportive environment. You won’t always know the answers to the questions you’re being asked, so your ability to be resourceful is key! We believe in human-centred, high-quality customer experiences. Using chats, phone calls and emails, you’ll be there to listen, teach, problem solve and explore growth opportunities with Shopify merchants. As part of that growth, you’ll be there to connect merchants with potential new features or plans to ensure they get the most out of the Shopify platform. 

If you’re up for the challenge and enjoy working in a high-pressure environment, we encourage you to apply and take part in a hiring process that will allow you to meet folks at Shopify and get a taste for what the job entails. We aim to provide you with as much information about the role early in the process so that you know what to expect throughout, and in your first few months.

Following 6 weeks of training, you will begin responding to our merchants on live channels as part of a small squad, who is there to support you. All gurus work a combination of weekdays, weekends and holidays in a full-time capacity. 

We believe in supportive teams, an inclusive work environment and providing growth opportunities within your role. We also work remotely - which means you get to be part of a fast-growing global tech company from the comfort of your home.

Even if you’ve never held a similar position but you’re interested so far and relate to the things we’ve outlined below, want to hear from you! 

Responsibilities:

  • Adhering to a daily schedule that includes a mix of: Phones, three (3) simultaneous chats, and emails.
  • Ensuring merchants have a quick response time by staying on top of your assigned tickets, with same-day ticket review.
  • Acting as a business coach and thinking about the merchant’s business holistically when offering solutions. 
  • Completing essential follow-up documentation after each interaction.
  • Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities for their businesses.
  • Offer needs-based solutions, not pushy sales.
  • Advocating for merchants and the Shopify platform by communicating with stakeholders. 
  • Owning your own development through reflection, reviewing past interactions and preparing to discuss growth opportunities with your lead in regular 1:1 meetings.

Requirements for the role:

  • Live in Hamilton, Ontario
  • Have appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up location in case of issues with the primary location.
  • Be prepared to work full-time hours on a rotating schedule (including weekends and holidays).
  • Thrive in a fast-paced, high-volume environment.
  • Proven track record of being incredibly resourceful and finding solutions even when there is no clear path.
  • Be proficient with technology.
  • Have strong reading, writing and communication skills.
  • Willingness to learn all about entrepreneurship, care deeply about people support and enjoy having genuine human conversations.
  • Possess high level of understanding, patience and empathy. Able to navigate more difficult conversations/interactions with professionalism. 
  • Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
  • Ensure privacy and security practices are followed at all times for both merchants and Shopify.

Here's what you can expect from our hiring process:

We'll get to know you through two unique and complementary processes! First, you'll complete a number of written answers to our getting to know you and technical questions :) Your answers will give us some insight into who you are and what you’ve been up to! We'll also take a look at the effort you put into your application - answering all of the questions with a high attention to detail and strong writing skills.  

In the next stage in the application process, we get to know you through video! In this video interview, you will be able to bring your some of your personal and professional experiences to life. The video interview allows you to stand out in a sea of resumes, - more than a resume or cover letter ever could :)  Once completed, our recruiters will take an in-depth look at your entire application and you’ll hear back within 2 business days to let you know the results!

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close to what we’re looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.