Associate Technical Support Engineer, Recharge
More information about location
Subscriptions & recurring payments for eCommerce
Be an early applicant
Subscriptions & recurring payments for eCommerce
501-1000 employees
Be an early applicant
More information about location
501-1000 employees
Company mission
To create a world where payments are frictionless, and help merchants grow faster.
Role
Who you are
- Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred
- Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen
- A passion for problem solving and the humility to ask for assistance
- A sense of urgency and a satisfaction from going above and beyond to provide solutions
- Ability to work remotely and desire to make an impact at a boot-strapped start-up
- Excellent customer service and English fluency (written and spoken)
- A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor
- Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)
- Ability and desire to work flexible shifts shifts
- 2+ years of experience in technical customer support at a SaaS company, or similar
What the job involves
- In a Technical Support role for our Customer Success team, you are responsible for supporting our customers and delivering a world-class support experience. You work closely with store owners to troubleshoot and resolve issues via email, live chat, and occasional phone calls
- Please note, our Technical Support team works in shifts to provide 24/7 support to our merchants. This role will be an EST shift and hours will be from 8am-5pm EST
- Live by and champion our core values: #accountability, #collaboration, #iteration, #details
- Use your technical expertise and customer service skills to resolve questions and issues for our online merchants
- Communicate clearly in writing to both technical and non-technical people
- Communicate clearly in writing in a timely manner via live chat
- Communicate clearly and effectively via phone with customers on the premium plan
- Identify patterns, recommend improvements, and filter out unimportant issues
- Contribute to the ongoing development of documentation and best practices
- Assist with successful on-boarding of new customers
Our take
Ecommerce platform Recharge has been in operation since 2014, helping brands set up and manage a subscription business, removing the operational inefficiencies that brands would face when attempting to manage this themselves. Its cloud-based subscription management platform aims to offer merchants flexibility by leading with an API focus.
Recharge’s basic premise has proven a smart one, with the eCommerce subscription market growing substantially since the company was founded. It of course rose particularly steeply over the pandemic, with the closure of brick-and-mortar stores, but in general still follows a market trend towards direct-to-consumer relationships - promising a growing market for Recharge going forwards.
Success for the company has been clear, with its merchant roster boasting several thousand users including Harry’s, Oatly, and BrewDog. The sector has attracted substantial funding, with Recharge completing a remarkable funding round in 2021. This came atop its already stable, cash-flow-positive business, and supported its further progress as the subscription industry developed. The company is focused on maintaining its strong position, with new updates and improvements to its offering including Retain, a suite of tools designed to support retention throughout the subscriber lifecycle.
Steph
Company Specialist
Insights
Company
Funding (2 rounds)
May 2021
$227m
SERIES B
Jan 2020
$50m
SERIES A
Total funding: $277m
Company benefits
- Equity packages
- 401(k) offering
- 100% coverage for medical, dental, vision, and life insurance for you and your dependents
- $700/mo remote-life stipend
- Monthly stipend to cover health and wellness
- Coworking space
- Subscription products
- Unlimited paid time off
- 16 weeks of paid parental leave to eligible team members
- Team & company retreats: We value making in-person connections. Past locations include San Diego, Vail, Seattle & Orlando
Company values
- Day one - Stay ambitious, open-minded, optimistic, and ready to learn. Every day counts towards building the future.
- Ownership - You are accountable to yourself, your peers, and our customers. You believe that your work impacts the mission.
- Empathy - You anticipate the needs of others. You communicate clearly and with care, always striving to do the right thing.
- Humility - Approach every task with an open mind, learning with and from your peers. You value effective collaboration above rank.
Company HQ
Mid-City, Santa Monica, CA
Articles
Leadership
Oisin O'Connor
(CEO)UCLA Economics graduate who worked as an Analyst at Deloitte before co-founding three companies, all centred on commerce and payments.
Michael Flynn
(CTO)Studied Mechanical Engineering at UCLA, before co-founding a number of companies, including Opportunity Green.
Diversity & Inclusion at Recharge
Patrick Sutton (Sr. Director, DEI & Employee Experience)
- You Belong: At Recharge, we are committed to cultivating a culture of inclusion. One where everyone feels they belong. Our culture is a result of our behaviors, our commitment to our values, and our own personal commitment
- Specific initiatives: Currently we have our inclusion hq slack channel that has created a community that will provide a sense of belonging on diverse topics that are impacting marginalized communities and groups from around the world. It’s a highly engaged community channel and it will help bridge any blindspots that we uncover when learning about other communities
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