Enterprise Customer Support Representative

We’re growing and we are looking to add an Enterprise Customer Support Representative to our fast-paced and customer-oriented Customer Support team. 

The role

• Are you passionate about helping customers and entrepreneurs be successful? 
• Are you experienced in e-commerce and digital advertising? 
• Do you have a strong analytical mind with a thirst for solving puzzles and uncovering hidden issues?
• Are you an innovative team player that can think creatively and act strategically? 
• Have you worked with large brands or agencies that manage brands? 
• Are you interested in helping some of the biggest brands in the world win on Amazon?

Amazing, then you’re the type of person we’re looking for!

Location

We’re a remote-first company and looking to hire this person anywhere between the PST - EST timezone.

Interested in learning more? Let’s get into the details:  

In the Enterprise Customer Support Representative role, you will:

• Love our customers. We love our customers, a lot. They put their trust in us to help grow their business and we take that responsibility seriously. You’ll keep customers happy and make sure they get quick and effective resolution to their issues. 
• Communicate with customers. You’ll be on the front-lines of the customer experience answering customer questions; primarily using email or recorded video clips. Your written communication, grammar, and problem solving skills are strong.  
• Product expert. You’ll know your way around our products with your eyes closed. You’ll learn and master the use of Jungle Scout products quickly, and be excited to show a customer how it’s done!
• Account set up and maintenance. You’ll help our customers get their accounts set up and be the main point of contact should they need any changes made throughout the lifetime of their relationship with us. 
• Support and bug ticket management. We like to set goals (and smash them). You’ll be responsible for meeting all company and department-specific targets for support inboxes as well as keeping track of progress towards reported bugs and relaying fixes to our customers. 
• Deliver Exceptional Service.  Achieve high customer satisfaction (CSAT, happiness, NPS) and ensure customers receive efficient resolution of their reported issues and questions. 
• Know what our customers need before they do.  Anticipate, communicate and coordinate customer needs and/or friction points that will help both the client and Jungle Scout Cobalt and Downstream improve. Create help center content or macros to satisfy repetitive customer questions. 

Who you are: 

• Enterprise SaaS Customer Support Champion. This isn’t your first rodeo! You have supported Enterprise customers in a SaaS company in the past and it’s something you love to do! 
• Polished communicator. Extremely strong communication skills, capable of engaging with customers and internal stakeholders both verbally and in writing.
• Technically savvy. You have basic Excel skills and are able to quickly learn new products and applications in order to be able to help our customers use and obtain value from them. Data is the core of what we offer and it will take a technical and curious mind to keep up.
  (experience using ecommerce tools and Jungle Scout is a plus).
• Analytical with an eye for detail. Ability to synthesize information to determine customer needs and to provide solutions to difficult requests.  Small things don’t go unnoticed with you.
• Organized Self Starter. You are self-motivated, independent, and always ready to bring a positive attitude on a daily basis.  You have a to-do list for your to-do list. You’re well versed in productivity tracking tools, hyper-organized, and able to manage your time well.
• Collaborator and a team player! You thrive in a rapidly changing, fast ­growing environment and can build extremely strong working relationships across teams, especially when there is shared ownership over some aspects of the projects and initiatives.

Bonus points if you are:

• Amazon or E-commerce expert. 
• Experience working with e-commerce tools, brands, agencies, or selling on Amazon or other marketplaces.  
• Solid understanding and practical application of Amazon Advertising, PPC,  and digital marketing strategies. 
• A Remote Worker. You’ve worked remotely before and already have a dedicated workspace.

• Bilingual. (Spanish, French, German, Italian, Chinese)
• Experienced. 
• You've worked with Slack, Gmail and Zendesk and/or Jira.
• Familiar with Amazon Sponsored Ad management tools or prior professional experience in digital advertising.
• Experience writing help center content. 

Working at Jungle Scout

• The BEST team. 
• Remote-first culture.
• International Meetups.
• Access to Jungle Scout tools & experts.
• Performance Bonus. 
• Flexible Vacation. 
• Comprehensive Health Benefits & Retirement Program.