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Customer Support Associate

London
Stackline is the first full-funnel connected commerce platform for the world's most innovative brands. Business leaders, product innovators, performance marketers, and analysts trust Stackline as the single source of commerce truth. Fueled by our proprietary neural network, our market insights, revenue metrics, behavior analyses, and autonomous functionality create the actions that determine success or failure.
 
Founded in 2014 in Seattle, we have offices in Minneapolis, New York, Salt Lake City, and London. Since November 2020, Stackline has raised $180 million in strategic investments from Goldman Sachs Growth Equity and TA Associates.
 
Stackline is on a mission to fuel the future of commerce by bringing brands and customers closer together.

 

About The Role:

Are you passionate about solving problems and delivering exceptional customer experiences? Consider joining Stackline as a Customer Support & Integration Associate where you will be on the front lines helping our clients unlock the full potential of our innovative products.

You will be responsible for troubleshooting, documenting, and resolving a variety of functional and technical issues. This role will act as a subject matter expert on Stackline’s suite of products and services to address internal and external requests that exemplify our commitment to client success. If you are excited about making a real impact, willing to roll up your sleeves, and build meaningful customer relationships, then this is the opportunity for you!

  

What You Will Do:

  • Provide subject matter expertise internally and externally on Stackline’s Software-as-a-Service (SaaS) platforms and services.
  • Responsible for promptly and effectively addressing customer inquiries, issues, and requests via various channels such as email, chat, or phone. Ensure accurate information is provided to clients, troubleshoot problems, and offer solutions.
  • Provide technical support to customers through guided setup and installation processes, resolving software bugs, and troubleshooting errors.
  • Contribute to creating and updating knowledge base articles, FAQs, and other self-help resources. Assist in documenting common issues, troubleshooting steps, and best practices to enable customers to find solutions independently.
  • Facilitate collaboration with other teams, such as Product Development, Sales, and Marketing, to address customer needs effectively. Relay customer feedback, provide input for product improvement, and coordinate with the relevant teams to resolve complex issues.
  • Adhere to terms of Service Level Agreements (SLAs) such as response or resolution time. Demonstrate the ability to prioritize and manage their workload effectively to meet these service-level expectations.

Who We Are Looking For:

  • Bachelor’s degree in business or related field.
  • Prior experience in a product support role working with enterprise customers.
  • CRM and Microsoft Suite experience.
  • Excellent verbal and written communication skills with the ability to communicate complex issues clearly and effectively.
  • Works well in a team environment and independently.
  • Strong analytical, decision-making, and troubleshooting skills.
  • Ability to work in a fast-paced and dynamic environment and manage multiple priorities at the same time.
  • Demonstrated commitment to customer service.

Bonus Points If You Have:

  • Experience with SaaS technology.
  • Entrepreneurial drive and proven ability to thrive in an ambiguous environment.
  • Experience in the field of e-commerce.
  • Basic SQL or Intermediate SQL skills. 

 

Benefits and Perks

It’s important that each and every employee feels they are supported and can complete their life’s best work today and in the future. As part of that, we are committed to doing our part in addressing pay gaps and discrepancies by providing pay transparency for all of our roles. Actual salaries are just one component of the compensation package and may vary above or below the range based on job-related knowledge, skills, experience, geographical location, and performance. The pay range for this position located in London is £30,000 - £40,000 per year. Other rewards may include annual bonuses, short- and long-term incentives, and other team-specific awards. In addition we provide a robust benefits and perks package.

Stackline is committed to creating a diverse environment and is proud to be an equal opportunity employer. We encourage applicants from all backgrounds to apply. All qualified applicants will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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