Location: Remote, Santiago, Región Metropolitana de Santiago, Chile
Department: Support
Jumpseller is an e-commerce platform for fast-growing businesses. We focus on making online commerce easier so that companies can concentrate on what they do best: selling their products. Today, merchants use our platform to manage every aspect of their online business—from products and orders to shipping and customers—selling through an online store, chat, mobile, integrated marketplaces, and other sales channels. Although our company has been around for over 10 years, you'll find a startup-like structure here, where your ideas and contributions truly matter, and there's extensive room for career growth.
Our team is made up of a very diverse group of people from different countries and backgrounds, making us a multicultural company. We have two offices: one in Santiago, Chile, and another in Porto, Portugal.
We're looking for someone to join our Customer Support Team. Someone who loves to help others, someone who can feel empathy when dealing with customer's problems and to whom you can relate.
We mostly need help on replying to our merchants via email, between 08.00am to 8.00pm (Chile Time). It's a regular 40 hours/work per week. Every 6 weeks, working a weekend is necessary, with 2 days off during the week.
This is a demanding role, where many of the inquiries are technically complicated to assess. This requires you to act, on a daily-basis, as a liaison between our merchant base and our Design & Development teams.
This is a remote position but we would like you to be able to join us some days every one in while at our office in Providencia, Santiago de Chile.
Passionate, caring and empathic person, who likes to listen and solve other people's problems
Incredibly resourceful and exceptional at finding solutions even when there is no clear path
An advanced computer and Internet user, with previous experience creating or editing or managing Online Stores, Blogs, in Customer Support or in Marketing roles
Excellent in communication and teamwork
Fluent Spanish speaker
A relevant bachelor/master degree is appreciated, but not mandatory
Demonstrated previous professional experience in Customer Support
Advanced computer skills, from a user perspective
Ability to communicate clearly in writing and orally in English
Spanish language is also recommended
Previous experience with Jumpseller or other e-commerce platforms is a plus
HTML development experience is a plus
Help merchants setting up their e-commerce solution; help them solving their e-commerce doubts and problems
Answer about 75+ emails per day once you're fully up to speed (2-3 months on-ramp)
Identify, document and prioritize customer reported issues to the development team
Document & automatize replies for frequently asked questions
Gauge the usability of new and existing features, and making constructive suggestions for change
Take responsibility & ownership of your work
Remote Work
Competitive pay
Performance based bonus every month
Be in an informal environment, working for a global market
Work on a MacBook + external 27" monitor
We will review all the CVs & Cover Letters received
First interviews - lasting 30 minutes. This is an introductory meeting, so that you get to know Jumpseller and present yourself
Top candidates will be invited to participate in a Case Study, which will be done at their own pace and should not take over 2 hours. Not more than 4 to 6 invitations will be sent. All other applicants will receive a rejection notification
Finally, a last interview - lasting 45 to 60 minutes - to review the resolution Case Study & focus deeper on your main professional project/achievement
We expect to send you an offer by late October or early November
All candidates will be notified from us once the process is concluded. Those on the last interview stage can request brief feedback about their application.
