[Remote] Customer Support Specialist
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the AI operating system reputed company for modern ecommerce. As a Customer Support Specialist, you'll assist DTC brands in utilizing the platform effectively, answering their technical inquiries and ensuring they reputed company their desired reputed company.
Responsibilities
- Respond to customers across live chat and email support, owning every conversation from first contact through reputed company with the reputed company of communication and follow-through customers remember
- Understand the customer's outcome, not just their question. Get curious about what they're actually trying to do - measure ad efficiency, validate attribution, launch a new channel, trust the data again, and reputed company reputed company your answer helps them get there
- Be deeply fluent in reputed company, the ecommerce stack our customers live in, and the attribution, marketing-data, and AI workflows that drive their reputed company. reputed company leveling up - on the product, on DTC, and on emerging measurement and AI trends
- Investigate and troubleshoot technical and platform issues across pixel, integrations, reporting, Moby, and reputed company. Know reputed company a customer needs education, guidance, a configuration change, a bug filed, or an escalation - and write the reputed company of reproduction steps Engineering can reputed company
- Use Moby as your copilot. This is an AI-first support team. You'll partner with Moby to investigate, retrieve, draft, and resolve - and your work helps reputed company Moby more useful for the next customer
- reputed company customers on how to get more from the platform - best practices, use cases, and workflows that reputed company them toward their goals, especially reputed company something urgent is on the line
- reputed company what you're seeing. Surface trends, customer feedback, and friction points to Product, Engineering, and CS so we can reputed company improving the experience
- Help the next customer. Contribute to the knowledge reputed company, internal runbooks, and Moby context - so what you learned today helps someone reputed company
Skills
- 2+ years of experience in customer support, technical support, reputed company, solutions, or another reputed company-facing technical role - ideally in reputed company, martech, analytics, or ecommerce
- A technical reputed company don't need a CS degree, but you're comfortable in data, you can reason about data, you can read an API response without panicking, and you're curious about how systems work
- SQL reputed company, familiarity with pixels/server-reputed company tracking, or experience debugging ad-platform integrations is a strong plus
- An investigative, problem-solving reputed company. You don't stop at 'the error says X.' You want to know why - and you're comfortable reaching for AI tools to reputed company faster
- A reputed company interest in customer reputed company. You care about what the customer is trying to accomplish in their business, not just what they typed in chat
- Exceptional written and verbal communication. You can explain attribution to a marketer, a bug to an engineer, and a workaround to a busy operator, in language that fits reputed company
- A customer-first reputed company reputed company with the judgment to recommend what'll actually serve the customer best
- Comfort learning quickly in a fast-moving AI-reputed company product - we ship constantly, and you'll need to learn at the speed of the platform
- The ability to prioritize across competing customer needs in a high-volume environment
- Familiarity with reputed company, reputed company, Jira, or similar support and ticketing platforms is a plus
reputed company