gainful.io

Job Description

Upright Labs, the leader in multi-channel inventory management for second-hand inventory is hiring a Customer Success Specialist to support and delight customers. We make it really easy for second-hand retailers to manage inventory and sell online, everywhere. Our software, Upright Lister, processes thousands of items each month and has helped retailers sell millions in inventory.

In this role, you will be supporting customers via live chat and email between 9am-6pm ET and using their feedback to help drive the product roadmap for our development team. This role will also include auditing customer accounts to increase retention and product adoption, and assisting with onboarding new customers to our software.

If you enjoy working at startups, wearing lots of hats, and delighting customers, you’ll fit in perfectly.

About You

In this role you’ll spend ~40% of your time auditing customer accounts and assisting in onboarding customers, ~50% on live chat and email and ~10% assisting with special projects or initiatives. See below for more specifics:

What You'll do

• Support our customers via live chat and email through tools like Intercom
• Take ownership of auditing client accounts to understand areas for improvement, or increased product adoption
• Work closely with our product team to identify features and tools our customers need/want
• Build out internal tools and reporting to further automate and streamline the process of providing technical support to clients 
• SQL knowledge is a plus, but not a requirement
• Help design automated learning and development resources for new clients
• Assist team in onboarding project management and meeting with clients

Who You Are

• 2+ years experience working in a customer-facing and or tech support-related role (support, sales, QA, product management, etc.)
• Healthy customer obsession and focus on delivering an exceptional client experience
• You're a strong multi-tasker. You can send off a quick email while you wait for a response on chat and can jump back into project-focused work when there are lulls in customer communication
• You're detail-oriented. You check things twice, stay organized, and follow up with everyone you’ve promised to follow up with
• Ability to learn the ins and outs of new software platforms quickly and thoroughly
• Proactive communicator with excellent verbal and written communication skills
• You can translate technical ideas for non-technical audiences
• Must be based in North America and willing to work in ET time zone because our support hours are 9-6pm ET
• Experience in e-commerce or SaaS companies would be a plus but not a requirement

Why Upright

• Work from your home or wherever you do your work best
• The opportunity to work with a high caliber team at a growing and profitable start-up
• Annual profit sharing
• Competitive compensation
• Health insurance, 401k match
• Unlimited vacation policy
• Office equipment stipend to get your home office set up the way you like it
• Hot-desk stipend if you prefer working out of coworking spaces
• Continuing education budget so you can keep learning outside of your day to day job
• Monthly donation matching to 501.3.c organizations
• Work with an exciting, growing, and fully remote company
• $60-80k in salary depending on experience

How to Apply

To apply please submit your application via this form. Please note, we ask that you remove your name, education, and address from your resumé to remove potential biases from our hiring process. Candidates who do not submit the application form will not be considered. We are accepting applications on a rolling basis. We are committed to following up with all candidates and appreciate your interest!

Upright Labs is a strong and flexible team because of the diverse backgrounds of our staff. This includes professional background, subject matter expertise, culture, race/ethnicity, sexual orientation, gender identity and expression, language, hobbies, etc. We strongly encourage women, minorities, and people from underrepresented backgrounds to apply. Your skills are needed here.