Customer Success Manager

About Us

Filljoy is a mission-driven, independent software startup with a fully remote team. We serve brick-and-mortar retailers focused on plastic reduction as well as those in the Shopify ecosystem, helping busy small businesses streamline their checkout processes. We are a proud portfolio company of the TinySeed accelerator for B2B SaaS companies.

Who we are 

Filljoy was founded in 2019 by a former Google employee with a mission to help reduce single-use plastic. Our company has two primary lines of business:

1. An Android-based weighing system for low-waste/plastic-free retail stores that makes refilling your own container fun and easy. Currently, over 75 stores across North America + beyond depend on Filljoy as part of their day-to-day operations

   You can see a video of how our product works here: filljoyco

2. A suite of plugins for merchants that sell in-person using Shopify Point of Sale (POS): Apps by Filljoy

   You can see a video overview of our apps here: Shopify Lightning Talk - Filljoy

Filljoy received funding from the TinySeed Accelerator in 2022 and we are a former grant recipient from StopWaste.org as well as the Altamont Education Advisory Board.

Who we are looking for

• Relentless problem-solving drive mixed with high EQ + customer empathy. You are a relationship-builder who also has a deep need to figure out “the answer” and close the loop

• Highly organized, detail-oriented operationally-minded, and comfortable with being the key customer-facing point of contact for our company

• Desire to make an impact in a small organization and build out processes, documentation, and systems

What you’ll do here

• Support existing customers and handle inbound customer inquiries via email. Be willing to quickly hop on a phone call and/or video chat to help solve any issues or answer questions that may arise

• Troubleshoot and perform in-depth investigations analyzing merchant Shopify data or internal logs to help determine the root cause of any issues, determine next steps, and propose bug fixes/product improvements based on client needs and concerns

• Create our company's customer-facing support documentation and self-service resources

• Serve as the key liaison to our internal contacts at Shopify about platform issues/bugs, incident tracking, etc.

• Manage hardware ordering and fulfillment, and help with new customer onboardings where appropriate

Requirements

• 3+ years of professional experience in technical/customer support or a similar client-facing business role

• Comfortable with common technology devices and platforms (computer/tablet/mobile/web) and connectivity methods (Bluetooth, USB, WiFi)

• Experience with GSuite (Google Sheets, Docs)

• Exceptional attention to detail with excellent written and oral communication skills

• Integrity without compromise

Nice-to-haves

• Experience with commerce platforms such as Shopify and Square (familiarity with products, orders, inventory, etc.)

• Experience with Android devices

• Experience with command line interfaces (CLI)

• Experience with or knowledge of third-party APIs

• Experience with Help Scout or similar customer support ticketing platform

• Basic web development skills (JS/HTML/CSS)

Benefits

• Supplemental health insurance

• 3 weeks paid vacation

• Remote work environment

Filljoy asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact Filljoy directly.