At Jungle Scout, we are on a mission to empower entrepreneurs and brands to grow successful ecommerce businesses, and we provide the industry-leading data, powerful tools, and resources they need.
We’re growing and we want you to join our dynamic Customer Support team! We’re looking for a passionate and skilled Customer Support Representative to help us keep our customers happy and engaged.
Location: We’re a remote-first company and looking to hire this person in Canada or the USA.
Schedule: We are hiring two CSRs for two different shifts.
- Shift 1: 6am – 3pm, Tuesday – Saturday CST
- Shift 2: 1pm -10pm, Friday – Tuesday CST
As a Customer Support Representative at Jungle Scout, you play a pivotal role in handling inbound ticket volume during our peak busy hours to ensure our department meets its Service Level Agreement goals. Your primary objectives include assisting customers and contributing to the development of a customer-centric team, with a focus on documentation and operational improvement for the future. You are expected to develop a thorough understanding of the tools and processes related to Jungle Scout and Amazon Seller Central, while demonstrating exceptional soft skills to simplify complex questions for all users. As Jungle Scout explores the use of AI in answering customer queries, you will be the go-to expert for handling more intricate issues and seller inquiries.
Interested in learning more? Let’s get into the details:
Day in the Life of a Customer Support Representative at Jungle Scout:
- Loving our customers and communicating with empathy: Our customers trust us to help grow their business, and you’ll be responsible for ensuring they get the most from their purchases. You’ll be the face of our customer experience, engaging with customers via email, chat, video calls, and even social media. You’ll be answering questions and finding creative solutions to any problem while being efficient, resourceful, and productive.
- Product expertise: You’ll master our products inside out and show candidates how to use them.
- Retention: Once you’ve got billing and membership basics down, you’ll learn how to retain customers and use your communication skills to keep them coming back.
- Data Analysis: You’ll be expected to apply your product expertise to read and understand data, then be able to explain that data to the customer.
- Work with a Great Team! Our team culture is one of collaboration, continuous improvement, and customer-centricity. You’ll communicate effectively with other team members and leadership when giving and receiving feedback with the goal of building a better customer experience. You’ll champion the Jungle Principles in every interaction.
Who you are:
- SaaS Customer Support Expert. You have 3+ years of SaaS Customer Support experience where you provided support to customers via email, chat and social channels.
- E-commerce Experience: You have a strong familiarity and knowledge with the e-commerce industry, particularly Amazon Seller Central.
- Polished, effective communicator. You are a strong, polished communicator capable of engaging and empathizing with customers & team members both verbally and in written English. Needless to say, you have impeccable English communication skills that allow you to easily align with customers and understand their e-commerce challenges.
- Innovator: You have a proven track record of thinking outside the box and showcasing strong critical thinking skills to provide creative solutions to customer issues.
- Customer-Obsessed: Putting customers first is at the core of everything you do. You understand the importance of delivering exceptional experiences to our users, and your dedication to meeting their needs and surpassing their expectations drives our commitment to excellence.
- Growth Mindset: You are never content and continue to raise the bar for yourself, the team, and our company. You’re always looking for more responsibility and opportunities.
- Detective Mentality: You have a natural curiosity, with a desire to dig for answers and understand how things work. You are resourceful and can find solutions to problems autonomously even when there’s no clear path.
- Remote-worker: You’ve worked remotely before and already have a dedicated workspace.
Bonus points:
- Amazon Seller Experience
- Leadership Experience
- Experience Working with Bugs and Communicating with Software Engineers
- Documentation/Help Center Experience
- Familiarity with tools such as Slack, Zendesk, Google Suite, Jira, Sift, Pendo, and Stripe.
Note: The one constant in our evolving, dynamic environment is change. Needless to say, you’ll never get bored 😉 The responsibilities listed above are our needs today but we are keeping future needs & opportunities in mind when hiring for this position. We value adaptability and a growth mindset in team members. Although it’s not promised, the successful candidate should be prepared for the possibility that their role may evolve over time as our business strategies and priorities change.
What you’ll get:
💥The BEST team. You’ll work alongside the smartest, most passionate, and kindest humans day in and day out making work fun.
💥Remote-first culture. Jungle Scout has been remote-first since day one. We believe team members should work from the place where they do their best work. Whether that’s working from home, in office at one of our hubs, a co-working space.
💥 A growth culture! We have tons of opportunities for you to elevate your skills and take you to that next step; we are here to help you find the ones that matter most to you through exposure and training.
💥 Ability to make impact! Although it’s a highly collaborative culture, team members are empowered to work autonomously and take extreme ownership of their work. You’ll have the opportunity to truly make a difference and impact our customers.
💥 Competitive compensation packages! We structure our compensation packages to reward our team members’ contributions to our company’s success – you’ll have a bonus tied to performance and will be invested into our long-term success with Equity.
💥 Flexible PTO. With our generous paid time off and recognition of local holidays, escape to the beach, recharge mentally, or give back through volunteering.
💥 Comprehensive Health Benefits & Retirement Program. We offer comprehensive healthcare and retirement matching plans for eligible employees.
About Jungle Scout
Jungle Scout is the leading all-in-one platform for selling on Amazon, supporting more than $50 billion in annual Amazon revenue and 10 global Amazon marketplaces. Founded in 2015 as the first Amazon product research tool, Jungle Scout today features a full suite of best-in-class business management solutions and powerful market intelligence resources to help entrepreneurs and brands manage their ecommerce businesses.
The Jungle Scout team is a group of smart, motivated, and fun-loving professionals working hard to help our customers achieve success. We have a remote-first culture with employees across the world as well as in our hub offices in Austin, TX and Vancouver, BC. We believe team members should have the opportunity to choose the work environment that works best for them, so we give our team members the option of working from home, at one of our hub offices, or from a co-working space.
We prioritize Diversity, Equity, and Inclusion
At Jungle Scout, we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger.
Jungle Scout is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
All offers of employment at Jungle Scout are contingent upon clear results of a comprehensive background check. Background checks will be conducted on all final candidates prior to start date.