About us

Beam Commerce builds next generation software to support independent eCommerce merchants on Shopify. Unlike major players such as Amazon, independent merchants don’t have robust technology powering their stores. The best eCommerce businesses use smart technology and provide great customer experiences. We want to help all merchants get there. To execute on this vision, we're making it easy for any business to setup and customize an incredible eCommerce experience using our Shopify apps. We've started with the building blocks that every merchant needs — product offers, store design, etc. — and will over time create additional modules ourselves, integrate with other apps that merchants use, and open our API to collaborate with other developers so that we can serve businesses of all industries and sizes. Our apps so far are used by 10,000+ businesses across the world.

About the role

As a Customer Support Specialist at Beam, you will be a critical part of our Customer Success team and be a key driver to the success of the company. You will work closely with the Customer Success Manager and executive team. You will have the freedom to influence the products and sales operations and work closely with a talented team.

This role is for evenings and weekends. Hours will be:

Saturday/Sunday: 9 AM to 5 PM

Monday/Tuesday/Wednesday: 4 PM to 12 AM

Shifts can be moved around depending on availability, however this is the preferred shift.

Who you are

You put customers first. You constantly put yourself in the shoes of our customers, thinking about the implications of what you're doing. This reflects in your work — writing thoughtful messages, advocating for customers at product meetings, etc.

You have a foundation. You have demonstrable experience with customer support or other relevant experience for this position.

You have strong communication skills. You have the ability to teach and present concepts in a compelling way.

You have good values. You have high integrity, strive for excellence, value respect (of others and yourself), and believe in the power of collaboration.

You have entrepreneurial drive. You are comfortable with rapid change and high pace excites you.

You believe in hard work. You understand that the world's best companies are built by talented and hard working people.

You know what the priority is. We don't care whether you have a degree from Harvard or learned it on YouTube. But, your work is important to us — and that your priority is to make progress.

You love what you do. You enjoy every customer interaction, internal meeting, and message. You will do a lot of work, and you will have a lot of time to have fun. You enjoy this environment and love what you’re doing.

What you'll do

You’ll manage support tickets. You'll be working on Intercom and Freshdesk to respond to customer queries that come in via live chat and email.

You'll guide our customers. You’ll work with our customers to setup our apps and educate them on how to use the products to be most successful.

You'll address customer issues. While lots of our tickets are fairly simple and straightforward, there may be more complex and deep rooted issues. You will work to find solutions to these problems and bring it to the technical team if you’re unable to solve the issue.

You'll collect customer feedback. We are extremely customer centric and we value every bit of feedback from our customers, whether it’s positive or negative.

Benefits:

• Remote work (no relocation required)
• Great health and benefits package
• Education and training
• Work with a fun team

Job Types: Full-time, Permanent

Salary: $17.00-$22.00 per hour

Benefits:

• Casual dress
• Dental care
• Extended health care
• Paid time off
• Vision care
• Work from home

Schedule:

• 8 hour shift
• Evening shift
• Weekend availability

Supplemental pay types:

• Overtime pay
• Retention bonus

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