Customer Support for E-commerce in Jumpseller

Jumpseller is an e-commerce platform for fast-growing businesses, so they can focus on what they do best: building and selling their products. Merchants use our platform to manage every aspect of their online business — from products to orders to customers, selling with an online store, through chat, mobile, on social networks and through different marketplaces.

Although now 10+ years old, at Jumpseller you will still find a startup environment! Where your contributions matter and you can grow professionally. Our team consists of a diverse group of people from different countries and backgrounds making it an international office culture.

We're looking for someone to join Alejandro, Vanessa, Luana, Natalia and Maximiliano in 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 during weekends is necessary.

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 will start as remote position and, some point during 2022, you will join us some days per week at our office in Providencia, Santiago de Chile.

You will

• 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.

You are

• 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;
• Spanish native speaker.

You have

• A relevant bachelor/master degree is appreciated, but not mandatory;
• Demonstrated previous professional experience in Support of Software, Ecommerce or Marketing roles;
• Advanced computer skills, from a user perspective;
• Ability to communicate clearly in writing and orally in English;
• Written fluency in Portuguese or other languages is a plus;
• HTML experience is a plus.

The Recruitment Process

• We will review all the CVs & Portfolios received;
• First interviews - lasting 30 minutes - will start after the 15th of January. This is an introductory meeting, so that you get to know Jumpseller and present yourself;
• Top candidates will be invited to participate on a Case Study, which will be done at their own pace and should not take over 2hs. 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 January.

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.

Benefits

• Competitive pay;
• 20+ paid vacations days per year;
• Performance based bonus every 4 months;
• Be in an informal environment, working for a global market;
• Work on a MacBook + external 27" monitor;