Hi, we're Shake 👋 Our mission is to help companies grow with online reviews, whether 1st party (on their business) or 3rd party (on other businesses). We leverage big data to enable workflows that have never been seen before, with a software as a service approach in Reviewshake and data as a service approach in Datashake.

We're an established business with thousands of customers and a team of 20+, and are searching for a full-time remote Customer Support Agent who will help us embody our core value of Customer Commitment and help our customers succeed. You’ll be an important part of our growing team and work closely with other departments across the business to deliver the best experience possible to our customers and help them solve the issues they are facing, answer the questions they have and help them become independent using our products and see the added value these bring to them and/or their end customers.

Our ideal candidate is someone who is a team player, detail-oriented, patient, and passionate about keeping our customers happy. You’ll be working with customers and teammates across the globe, so you need to be flexible to work with people from different backgrounds and time zones. At the same time, you need to be self-motivated, an eager learner and comfortable working from home.

Being bootstrapped (not venture-backed) and fully remote, we don’t strive for growth at all costs, and are building a company that we can be proud of, and enjoy working for.

On a Typical Day, You Will

• Respond to customer queries in a timely, professional and accurate way, via email or chat
• Assist customers by identifying, investigating, and resolving their issues proactively
• Provide accurate, valid, and complete information to customers based on their needs and maturity level
• Inform and educate customers about new features, new functionalities and best practices
• Guide users through diagnostic and troubleshooting processes, which may include creating step by step guides, screen recordings etc…
• Manage the volume of customer inquiries while maintaining a positive and upbeat attitude
• Escalate unresolved issues to the appropriate department or team member and align on explanation and recommendations to relay to customers
• Gather customer feedback, feature requests and share internally using the appropriate process and channel
• Maintain the quality of our product through constant spot checks and QA
• Apply technical, product knowledge and procedures to solve problems
• Provide feedback on the efficiency of the customer service process and work closely with the teams and other departments in order to implement improvements aiming at a better customer experience and scalability
• Escalate internally major product malfunctions
• Maintain knowledge of our product suite, roadmap as well as industry best practices
• Keep tidy and update relevant internal tools based on processes
• Perform other related duties as assigned

In Order To Succeed, You Need To Have

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Ability to handle difficult and challenging situations with customers
• Technical knowledge:
• Good understanding of RESTful APIs
• Good understanding of technical jargon
• Ability to learn quickly about new product suite and understand technical API documentation. Able to action the learnings (e.g. constructing a request based on documentation using UI tools like Postman or Insomnia or with simple curl)
• Nice to have: ability to read and understand of monitoring tools such New Relic or DataDog
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Previous customer service experience is a plus
• Great attention to detail and accuracy
• Ability to multitask in a fast-paced and constantly evolving environment.
• Must be comfortable working independently, even with limited resources
• Strong problem-solving and analytical skills
• Love for learning and improvement

If you are passionate about providing exceptional customer service and enjoy problem-solving, we encourage you to apply for this position.

Benefits

Our team is fully remote and we communicate primarily through Slack, Linear, Notion and a few weekly meetings via Google Meet - we believe the best work happens when given lots of uninterrupted time that's free of distractions.

💰 Salary range: $34k-$37k/year (USD, gross)

🌎 Work from anywhere

🏖️ 26 days paid time off

🏢 Co-work expenses covered (up to $300/m)

📗 $500/year learning budget

🖥️ $150 New Joiner budget

🍉 $30 Wellness budget

💃. $30 Fun Budget

Learn more about our team and values on our company website: https://shake.io/about

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