Customer Support Associate

Description

Firework is the world's leading immersive "shoppertainment" ecosystem with shoppable video, live streaming commerce, and monetization capabilities powering hundreds of direct-to-consumer brands, retailers and media publishers worldwide. Firework empowers its customers to create and host native, shoppable video content for engaging product discovery, seamless shopping experiences and ultimately, a deeper emotional connection with consumers. Pandemic-accelerated, Firework has experienced massive year-over-year growth, bringing TikTok-like interactive video experiences, all by adding just one line of HTML code to customers' own websites. We are a global and diverse team of creators, entrepreneurs, storytellers, and data geeks driven by the future of authenticity and connection-first transforming ecommerce. The company has raised over $235M to date, with its latest Series B round led by SoftBank Vision Fund 2.

Summary

Our team is growing! We're looking for professional Customer Support Associates to provide world-class support to our diverse portfolio of customers around the world. You'll troubleshoot, support, answer, and handle inquiries and provide product and service solutions while providing a positive customer service experience.

What you'll be doing

• In partnership with the Customer Success teams, provide day-to-day customer support and first-class help desk support to our growing portfolio of SaaS customers in the North America market.
• Efficiently address customer inquiries and other tiered service, product, and technical issues and resolve with solutions in a courteous, timely, and professional manner
• Manage escalation promptly to the right stakeholders according to established customer support protocols
• Understand and strive to exceed customer support metrics and team goals while continuously striving for process improvement and customer satisfaction
• Utilize all software, databases, scripts, and customer support tools appropriately for tracking and measuring
• May be responsible for a book of business with select tiered customers

We'll be excited if you have

• Bachelor's degree required
• Business Language proficiency in English
• 2+ years of customer service or support experience in a technical or product-focused environment
• Experience with various customer support and ticketing software applications and customer relationship management systems
• Excellent communication and presentation skills, including the ability to convey technical issues to a variety of audiences and levels of the organization
• Balanced mix of creative and analytical skills
• Knowledge of and interest with the competitive digital landscape
• Flexibility to work in the PST time zone.

The role may be hybrid in one of our offices or remote. For remote, we are looking for candidates based remote in India or other English Speaking countries in APAC.

Don't hold back

We understand some candidates may see the above and not apply because they don't meet all the qualifications. We encourage you to apply anyway; we often find talented candidates that fit many other opportunities we have and look for potential too, not just what you did in the past. As an equal employment opportunity employer, we are a diverse team that strives for an inclusive environment for all. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, age, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Notice to Third Party Recruitment Agencies

Please note that while Firework and its subsidiaries appreciate agency outreach, we currently do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.

In the event a recruiter or agency submits a resume or candidate without an agreement, Firework and its subsidiaries reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.

By submitting your application, you acknowledge that you have read and understood Firework's Applicant Privacy Policy located at: https://firework.com/legal/applicantpolicy/.