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Customer Success Representative (Fluent in Norwegian)

Job post summary
Location
Specialty Customer Support

About the role

Closing date: Monday, September 30th, 2019 at 4pm 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. You’ll be there to listen, teach, problem solve and explore growth opportunities with Shopify merchants who speak both Norwegian and English engaging them through email. 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 4 weeks of training, you will begin responding to our merchants through email 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.
  • Ensuring merchants have a quick response time by staying on top of your assigned tickets.
  • 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:

  • Must be legally eligible to work in Canada and you currently live in Canada.
  • Be bilingual in Norwegian and English, able to provide verbal and written support in both languages.
  • 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.

Bonus experience:

  • A background or interest in business, marketing, retail, or sales.
  • Ran or had exposure to running a business or being an entrepreneur.
  • Previous experience working in technical support in an SaaS or equally software-driven environment.

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.

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