Expert Support Specialist (Customer Support)

There has never been a more exciting time to join Teikametrics, the leading Retail Optimization Platform (ROP) for sellers. We are obsessed with helping sellers optimize for profitability. We optimize billions of transactions for thousands of entrepreneurs around the world selling on Amazon and other marketplaces. The Teikametrics ROP uses proprietary econometrics and machine-learning data models packaged in a simple SaaS interface. We combine our best in class technology with coaching and support from our world-class team based in Boston, MA. We are looking for people who can excel, add value to our mission, and thrive in a demanding start-up environment.

The core function of this customer support role requires you to interact with our customers daily mainly via live chat software and also phone calls and email.  To be successful you’ll need to be great at troubleshooting technical issues, able to learn the software independently and have a passion for customer service and technology. We encourage independent thinking and welcome ideas on how we can improve our products and our processes to help us increase our efficiency and improve the user experience.

Major responsibilities/activities:
  • Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem
  • Serve as a product expert by keeping up with new features and issues and providing quality feedback to our development team regarding active issues and trends
  • Assess and recognize customer churn risk and escalated to the Customer Success Manager when needed
  • Contribute to documentation, e.g. FAQ articles based on common questions/issues

About you:
  • Positive attitude, energetic and empathetic, with a strong desire to help others
  • Self-managed self-starter, confident and accountable for their work
  • Attention to detail with the ability to effectively multitask
  • Team-player who is able to help others on the team be successful
  • Hungry to be in a challenging environment in a fast-growing tech company

Great to have:
  • Experience in a technical support or customer service role, ideally at a SaaS software company
  • Experience with Intercom or similar support team tools, Salesforce, SQL

What you’ll get:
  • Competitive salary & benefits
  • 401K company match program
  • Unlimited vacation days
  • A supportive and challenging environment to learn in
  • Fully stocked kitchen with coffee/tea, beer, and healthy snacks
  • An amazing opportunity to join one of the top growing tech companies in Boston

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