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Company

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.

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