Customer Operations & Support
- Remote, Canada
Remote
Full-time
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Job details
- Job type
- Full-time
- Workplace
- Remote
- Posting language
- English
- Posted
Original job description
Junip is looking for someone to support our customers.
You will own everything we do with customers post sign-up (support, escalations, feedback, documentation, ops, etc). There is a lot of customer facing work (chats, calls) that needs to be done and a lot of operations (email campaigns, our AI support agent, documentation) that can be created/improved upon. This is an individual contributor role working with our CEO.
The Junip product
We operate a review platform at significant scale (10,000+ customers / merchants, tens of millions of shoppers / reviews). We also have new agentic product that is growing quickly. They both work together to help shoppers make purchasing decisions when buying from ecommerce stores.
What you'll do
Resolve difficult/technical customer problems via live-chat, email & video calls
Get reviews from happy customers & resolve negative reviews through persistent, helpful follow ups (important growth channel)
Write, maintain & improve our help documentation
Manage Fin, our AI support agent, which resolves ~75% of customer problems
Create new ways to scale & improve our customer support
Must have
Written communication - explain complex ideas in simple, concise terms
People skills - know when/how to escalate situations & when/how to de-escalate situations
Web dev - diagnosing install issues (html, CSS, JavaScript, Liquid) & providing simple customizations
Proven ownership - clear outcomes you've driven in a previous role
Curiosity - actively learning more about the product, problems customers face & ways we can best support them
Nice to have
Experience in ecommerce/ecommerce technology
Experience in customer facing roles
Experience driving outcomes with AI tools
An interest in the craft of customer experiences & hospitality
Important things to know
Competitive benefits, PTO & compensation
We’re a small team
Profitable + growing
We have an office in Kitchener
Day to day is typically flexible/remote
Need to be EST, Canada, preference for candidates within 2 hours of Kitchener-Waterloo (London, Toronto, Hamilton etc)
More about this job
Responsibilities
You will own all post-sign-up customer operations, including support, escalations, feedback, and documentation. You will also manage the AI support agent and resolve technical customer issues via chat, email, and video calls.
Requirements
Candidates must possess strong written communication and people skills, along with technical proficiency in web development languages like HTML, CSS, and JavaScript. Proven ownership of outcomes and experience in ecommerce or customer-facing roles are highly valued.
Skills
- Customer support
- Technical troubleshooting
- Communication
- Conflict resolution
- Documentation
- Operations management
- HTML
- CSS
- JavaScript
- Liquid
- AI tools
- Ecommerce technology
- Customer experience
- Hospitality
Benefits
- Competitive benefits
- Paid time off
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Software
- Technology
- Retail
Keywords
- Customer Operations
- Customer Support
- Ecommerce
- Review Platform
- AI Support Agent
- Fin
- Technical Support
- Documentation
- Email Campaigns
- HTML
- CSS
- JavaScript
- Liquid
- Customer Experience
- Hospitality
- Operations
- Individual Contributor
- Remote
- Hybrid
- Kitchener-Waterloo