About Okendo
We believe happy customers make the best marketers. That’s why we built Okendo – the customer marketing platform that creates stronger connections between consumers and the brands they love.
Using Okendo, Shopify brands can grow faster and more efficiently by cultivating brand advocacy and maximizing lifetime value. Our unified platform and unique suite of products for Reviews, Referrals, Quizzes, Loyalty, and Surveys is trusted by 12,000+ Shopify brands to turn one time shoppers into revenue-driving Superfans.
Position Summary:
As a Customer Success Specialist, you will bring a problem-solving and value-oriented mindset to all communications with customers. Communication will occur via email, chat and video. You will be fully trained as an Okendo product expert, which will allow you to manage incoming inquiries and service requests from Okendo’s Growth and Power plan merchants. You will also be a valuable member of the success team and you will work closely with your team to find opportunities to grow your merchant portfolio.
How you’ll create impact:
Customer Communication:
- Act as the primary point of contact, delivering first-level support to merchants by addressing general and software-related inquiries, guiding users through new features, and efficiently resolving reported issues.
- Manage a ticket pipeline and resolve customer inquiries with accuracy and urgency
Coordinate incident resolution by troubleshooting and escalating complex matters to the TSS team or senior CSMs when necessary.
Proactive Customer Support:
- Research and evaluate merchant profiles for historical performance
Conduct value-oriented optimization meetings with merchants and recommend Okendo products to customers
- Add value to the customer experience with proactive messaging.
Identify, manage, and escalate at-risk accounts
Product Expertise:
- Maintain Okendo product knowledge by attending regular product training
- Maintain knowledge of Okendo partner integrations
- Develop and maintain strong industry knowledge through regular research and share your knowledge with your team.
Project Management:
- Manage and resolve customer inquiries to enhance customer success on behalf of CSMs.
- Adhere to tickets and SLAs (pickup time, response time, follow-up, etc.) for assigned tickets and emails, guaranteeing a seamless experience for merchants.
- Uphold CRM standards by maintaining and following guidelines for ticket and pipeline hygiene including:
Ensure all tickets include essential information (categories, company information, notes, etc.)
Ensure all tickets are being properly updated and moved through the pipeline.
Properly prioritize and meet expected resolution times for tickets.
- Diligently complete follow-up communication and documentation (emails, tickets) after each interaction, ensuring comprehensive record-keeping.
Ad Hoc Product Assistance:
- Assist the success team with ad hoc requests as necessary
What we need from you:
Experience: You have at least two years in a customer-facing role and a B2B company, and a strong background email/chat support.
Communication Skills: You will demonstrate written and spoken fluency in English, with previous experience in a technical environment with B2B customers.
Technical Proficiency: You have experience with Shopify, and previous experience with Hubspot or similar CRM.
Extreme Ownership: Demonstrate a strong sense of responsibility and accountability in all tasks and outcomes.
Quick Learner: Exhibit the ability to grasp new concepts swiftly.
Empathy and Engagement: Approach interactions with empathy, warmth, and an engaging demeanor.
Time Management: Proficiently manage time to ensure efficient task completion.
Problem Solving: Possess a natural inclination to seek out solutions and find resolutions.
Work Ethic: Exhibit diligence and dedication to tasks.
Judgment and Commercial Acumen: Demonstrate sound judgment and a business-minded approach.
Customer-Oriented: Display a friendly, patient, and customer-focused attitude.