Customer Experience Advocate, Postscript
$60-67k
+ Equity
SMS marketing platform for eCommerce companies
Job no longer available
SMS marketing platform for eCommerce companies
201-500 employees
Job no longer available
$60-67k
+ Equity
201-500 employees
Company mission
To make SMS the #1 Revenue Channel for Merchants.
Role
Who you are
- 2+ years experience as a customer support specialist or a similar customer success role
- Ability to work in East Coast hours
- Demonstrated understanding of technical products and a technical support process
- Experience with e-commerce, marketing technology, and/or SaaS strongly preferred
- Experience using helpdesk software and remote support tools (Zendesk is a plus)
- Experience in a remote-first role, including comfort on Zoom calls
- Excellent communication and problem-solving skills, including excellent grammar
- Strong comfort multitasking and managing competing priorities
- Experience with SMS platforms (ex. twilio)
What the job involves
- As a Customer Experience Advocate (CXA), you will be the first line of communication for our customers.
- You will play a critically important role in representing our company and product, and helping customers unlock the highest value from SMS marketing through Postscript.
- You will troubleshoot issues, recommend solutions, and guide users through features and functionalities.
- You will primarily do so via chat and email through our support platform, Zendesk.
- You will contribute to our knowledge base of content and partner with the CX team to continually improve efficiency and effectiveness. ‘Customer-first’ is a company value, and you keep us honest in making sure that this is ALWAYS the case!
- Respond to customer, prospect, and partner needs quickly and effectively via chat and email
- Consistently embody the Postscript brand in all customer interactions
- Be incredibly solutions-oriented and create “wow moments”
- Follow up with customers to ensure their technical issues are resolved as needed
- Proactively inform customers about new features and functionalities in relevant interactions
- Gather customer feedback and share with our Product, Sales, and Marketing teams
- Develop and maintain expert level understanding of the Postscript product, along with larger e-commerce & marketing knowledge
Our take
SMS marketing can be an extremely effective tool for eCommerce businesses, but it can often be invasive and irritating to consumers. Postscript solves this problem by offering personalized and optimized SMS advertising.
SMS marketing is nothing new, but Postscript has set itself apart by maintaining a laser-sharp focus on Shopify stores. As a result, the company has tapped into a previously underserved market that has seen rapid, continuous growth in recent years.
As eCommerce sales via SMS continue to rise in the US, Postscript is well-positioned to lead the market, helping more merchants develop personalized, effective communication strategies that drive customer loyalty and revenue.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2022
$65m
SERIES C
Mar 2021
$35m
SERIES B
Total funding: $104.7m
Company benefits
- Work from home (or anywhere!)
- Full team off-sites in cool places
- Growth is encouraged, with lots of direct feedback
- We have fun and celebrate wins
- Culture of transparency and trust
- Flexible vacation
- Medical, dental, and vision insurance
- Equity grants
- And more..
Company values
- Fearless: Never operate from a place of fear. Making mistakes is fine. It is how we learn and grow from our mistakes where the magic really happens
- Excellence: Striving to be the #1 Team in Ecommerce, we are always pushing for the most Excellent results
- Animal: We move with urgency and default to action. We are relentless when diving into the unknown and we celebrate our teammates when they attack a problem
- Customer-first: We are obsessed with providing our customers with value. To be the #1 Team in Ecommerce, we have to care about our customers on another level
- Humility: No room for jerks and ego. We have a team- first mindset and actively embrace change. Continuous feedback is part of working toward excellence
Company HQ
South Scottsdale, Scottsdale, AZ
Articles
Leadership
Adam Turner
(Co-Founder & CEO)Previously worked in Business Intelligence at Bitium. They also co-founded Wilbits where they worked in Product and Engineering, as well at serving as a Product Manager at StackCommerce before co-founding Postscript.
Colin Turner
(Co-Founder & COO)Previously co-founded Wiblits. They also worked at Verimatrix for over 5 years in multiple roles, including Project Manager.
Alex Beller
(Co-Founder)Previously the Director of Business Development at StockCommerce.
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