Opens an external site
- Employment type
- Full-time
- Experience level
- Mid-level · 2+ years
- Posting language
- English
- Working hours
- 40 hours per week
- Location requirements
- Country, Canada
Job summary
You will own all post-sign-up customer operations, including support, escalations, feedback, and documentation. You will also manage the AI support agent and resolve technical customer issues via chat, email, and video calls.
Job details
Junip is looking for someone to support our customers. You will own everything we do with customers post sign-up (support, escalations, feedback, documentation, ops, etc). There is a lot of customer facing work (chats, calls) that needs to be done and a lot of operations (email campaigns, our AI support agent, documentation) that can be created/improved upon. This is an individual contributor role working with our CEO. The Junip product We operate a review platform at significant scale (10,000+ customers / merchants, tens of millions of shoppers / reviews). We also have new agentic product that is growing quickly. They both work together to help shoppers make purchasing decisions when buying from ecommerce stores. What you'll do Resolve difficult/technical customer problems via live-chat, email & video calls Get reviews from happy customers & resolve negative reviews through persistent, helpful follow ups (important growth channel) Write, maintain & improve our help documentation Manage Fin, our AI support agent, which resolves ~75% of customer problems Create new ways to scale & improve our customer support Must have Written communication - explain complex ideas in simple, concise terms People skills - know when/how to escalate situations & when/how to de-escalate situations Web dev - diagnosing install issues (html, CSS, JavaScript, Liquid) & providing simple customizations Proven ownership - clear outcomes you've driven in a previous role Curiosity - actively learning more about the product, problems customers face & ways we can best support them Nice to have Experience in ecommerce/ecommerce technology Experience in customer facing roles Experience driving outcomes with AI tools An interest in the craft of customer experiences & hospitality Important things to know Competitive benefits, PTO & compensation We’re a small team Profitable + growing We have an office in Kitchener Day to day is typically flexible/remote Need to be EST, Canada, preference for candidates within 2 hours of Kitchener-Waterloo (London, Toronto, Hamilton etc)
What you’ll do
You will own all post-sign-up customer operations, including support, escalations, feedback, and documentation. You will also manage the AI support agent and resolve technical customer issues via chat, email, and video calls.
Requirements
Candidates must possess strong written communication and people skills, along with technical proficiency in web development languages like HTML, CSS, and JavaScript. Proven ownership of outcomes and experience in ecommerce or customer-facing roles are highly valued.
Benefits
- Competitive benefits
- Paid time off
Listed skills
- Customer support · Preferred
- Communication · Preferred
- Conflict Resolution · Preferred
- Documentation · Preferred
- Operations Management · Preferred
- HTML · Preferred
- CSS · Preferred
- JavaScript · Preferred
Other relevant skills
Identified from the job description. Confirm important requirements above.
- Customer support
- Technical troubleshooting
- Communication
- Conflict resolution
- Documentation
- Operations management
- HTML
- CSS
- JavaScript
- Liquid
- AI tools
- Ecommerce technology
- Customer experience
- Hospitality
- Curiosity
- HyperText Markup Language (HTML)
- JavaScript (Programming Language)
- Customer Support
- Cascading Style Sheets (CSS)
- Operations
- Purchasing
- Writing
Job areas
- Customer Service & Support
- Software
- Technology
- Retail
- Customer Support Operations Manager
- Customer Service Representative (General)
- Inquiry Clerks
- Customer Service Representatives