Are you driven, results-oriented and a team player?
With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses.
At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.
It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.
If this is a journey you’d like to embark on, keep reading!
In the Customer Care Representative role, you’d be responsible for creating an innovative customer experience and building strong relationships with our customers over phone, email and chat. As the company’s first point of contact for our customers, you will be responsible for driving a successful customer experience by assisting those at varying skill levels to get the best use of the product.
You don’t need to be an expert or know everything about our industry (even we don’t!). But the work is challenging, fast paced, and always on the bleeding edge. So, we’re looking for someone with a curious mind, a strong drive to make things happen, and a passion to keep improving yourself.
To top it off, we also welcome fresh graduates who are switched on and really ready to make their first step into the industry a good one.
What you will do:
- Customer Support: Serve as the post-sales first point of contact for merchants via live chat, email, and phone. Address their inquiries and provide solutions related to StoreHub's POS software and hardware.
- Technical Troubleshooting: Assist customers in diagnosing and resolving technical issues related to software configurations, hardware malfunctions, network connections, and integrations with third-party applications.
- Product Knowledge: Develop in-depth knowledge of StoreHub’s product offerings, including features, updates, and best practices, to effectively guide and support customers.
- Issue Resolution: Track, document, and manage support requests, ensuring timely follow-up and resolution of customer concerns while maintaining accurate records in the support system.
- Customer Education: Educate customers on the effective use of StoreHub’s POS software and devices, providing step-by-step instructions and helpful resources when necessary.
- Collaboration: Work closely with other teams, such as sales, product, and engineering, to escalate and resolve complex issues that require additional expertise.
- Shift Coverage: Support flexible scheduling to provide coverage for customer inquiries, including early morning, evening, and weekend shifts, as necessary.
- Feedback Gathering: Collect customer feedback and provide insights to the product and development teams to help improve the StoreHub platform.
How you will need to be:
- Proven experience in customer service, preferably in a technical support role.
- Familiarity with POS systems, software, and hardware devices.Strong problem-solving skills and ability to troubleshoot technical issues.
- Excellent verbal and written communication skills, with the ability to explain complex concepts clearly and concisely.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Experience with help desk systems, CRM tools, or ticketing platforms is a plus.
- Strong attention to detail and a customer-focused mindset.
- Flexibility to work various shifts, including weekends and holidays.
- This role is ideal for someone who enjoys problem-solving, thrives in a team-oriented environment, and has a passion for helping businesses grow through the use of innovative technology.
CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.
- Communicate for Clarity
- Humble and Hungry
- Authentic but not an *sshole
- Nimble and Quick
- Growth Mindset
- Efficiency and Excellence
What makes working at StoreHub awesome (and refreshing!):
- Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
- Culture of Candour.We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.
- Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.
- Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.
CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.
- Communicate for Clarity
- Humble and Hungry
- Authentic but not an *sshole
- Nimble and Quick
- Growth Mindset
- Efficiency and Excellence
We do have all the other cool perks too:- Apple MacBooks for everyone to help you do your best work
- Comprehensive healthcare benefits with our HMO Plan
- Career development and mentorship
- Cutting edge tools. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.
We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.