Customer Success Manager
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:
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
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
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
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)
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.
Don't wait, tomorrow could be too late.
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