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Support Consultant

Gorgias

Gorgias

Accounting & Finance, Customer Service
Belgrade, Serbia
Posted on Thursday, May 30, 2024

Meet Gorgias, the leading customer experience platform tailored for ecommerce, empowering over 14,000 brands, including Steve Madden and Glossier, to offer exceptional support across channels like email, chat, voice, and social media.

Our one-of-a-kind product transforms how brands interact with their customers through unified customer conversations, AI automations that resolve up to 60% of support requests, and revenue-generating on-site campaigns.

As a leader in the CX space, Gorgias is committed to transforming customer experiences while fostering a sustainable and equitable workplace as a certified B Corporation.

Join us in our mission to deliver effortless support at every stage of growth.

Join our team for the opportunity to:

👩🏼‍💻Work with a passionate and motivated team who is always on the lookout to provide high-touch interactions to our merchants.

💪 Display extreme ownership by driving adoption and positively impacting the usage of the accounts for Basic and Pro merchants, returning results that serve the vision of the team.

🌱 Guide merchants to success and encourage their business growth.

About the Role

As an Office Hours Consultant, you will guide our merchants through their questions and inquiries, ensure they adapt Gorgias to their business needs and implement Gorgias features into their accounts. You’ll help them optimize their setup and plans to positively impact our company’s goals. You will show great product knowledge and will be flexible to adapt to any questions, objections, and roadblocks they might have. Additionally, you will assist the Support operation by answering customer inquiries via tickets and collaborating on projects when applicable.

You will display great consultative skills and customer success skills to de-escalate difficult conversations about pricing, usage, troubleshooting, etc. as well as display proactiveness, great ownership, honesty, and interest in growing within the Office Hours operation.

The Office Hours Consultants provide support in different timezones, with special attention to the EST and PST, so the shifts in which you will work are focused on these timezones.

What You’ll Do

  • Get Office hours calls booked on your calendar and prepare beforehand to understand the topics of discussion and the features that will fulfill the customer's needs and company goals

  • Attend calls with merchants to discuss their questions and help them optimize their accounts, address any unprompted questions and objections they may have

  • Take advantage of any upsell opportunities to ensure our clients make the most out of the platform and their subscriptions

  • Minimize churn risk and positively influence merchant’s metrics through feature enablement

  • Answer Billing and Support inquiries

  • Follow-up with merchants and update call notes after the meeting

  • Collaborate in Support projects when applicable as part of the Office Hours operation

Who You Are

  • You have at least one year of experience in a Customer Support or Customer Success role

  • Confident in developing a great product knowledge of Gorgias and using it to answer customer questions and optimize their workflows

  • Comfortable driving enablement on customer accounts and taking a consultative approach to your calls

  • Experience working on virtual calls with customers

  • Experience with automation and implementation programs/initiatives

  • Have excellent communication and soft skills

  • Strive to provide great customer service

  • Feel comfortable in situations where you might not have the answer right away

  • Comfortable working with different aspects of Gorgias including customer journeys, industry trends and standards, billing and subscription, Gorgias products, etc.

This role will be Hybrid, reporting to our Belgrade Office

Perks and Benefits

  • 🏖️ 5-week vacation

  • 🤕 Paid sick leave (15 days)

  • 🌏 6 weeks full-remote/year

  • 🧸 Paid parental leave (16 Weeks)

  • 🍽️ $300/month for lunch expenses (you'll have your own Gorgias credit card)

  • 🏥 Included in your offer’s calculation, there’s a 5% bonus for healthcare to compensate for Private Health costs

  • 💆🏻‍♀️ Get $700 to set up your workstation at home (working from home should feel breezy)

  • 📚 Get $2000 of learning material and wellness support per year! Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

  • 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

Why join us?

🚀 We're among the fastest-growing startups in the eCommerce ecosystem

🦄 We've built an extremely efficient go-to-market engine

🥇 Work with a talented team you'll learn a lot from

🙏 Join a company where automation and good & clean data are core beliefs shared by all

🎥 Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun!

More cool things to know about Gorgias... 😁

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com