About Shopflo
At Shopflo, we're trying to change the way consumers experience brands and businesses. Our first product was a cart and checkout platform for e-commerce, that allowed marketers to personalise discounts, rewards, and payments. We are currently also working on a new product that takes it a notch higher by unlocking enterprise-grade personalization for all consumer tech businesses.
Team & Company
Shopflo was founded by three co-founders:
Ankit Bansal (ex-IIT Kharagpur, Oracle, Gupshup)
Ishan Rakshit (ex-IIT Bombay, Parthenon, Elevation Capital)
Priy Ranjan (ex-IIT Madras, McKinsey, Elevation Capital)
We’re a fast-growing team of ~50 people, based in HSR Layout, Bengaluru. We raised a $3.8M seed round from Tiger Global and TQ Ventures.
What you will do
Be a self-starter who thrives in a rapidly growing organisation.
Maintain ownership of customers, and develop new relationships while supporting existing customers to drive adoption, expansion and retention of Shopflo’s suite of products
Provide first contact resolution according to standard operating procedures and respond back to users via callback or email.
Ensure accuracy in information when communicating to Shopflo customers
Identify customer needs and help customers use specific product features
Update our internal databases with information about technical issues and useful discussions with customers
Follow up with customers to ensure their technical issues are resolved
Gather customer feedback and share with our Product, Sales and Marketing teams
Help setup processes to ensure the scalability of the support function
You should apply if you have
At least 2 years of experience as a Customer Support Associate in a SaaS company.
Since this will be a client-facing role, excellent communication and interpersonal skills are a must
Patience when handling tough cases
A good understanding of ticketing tools like Freshdesk/Zendesk/Zoho is a must
A good understanding of CRM tools like Hubspot/Airtable is a plus
Comfortable using data to back solutions provided to merchants
Agility and ability to adapt quickly to changing requirements, scope and priorities.
Join our team and contribute to shaping the future of our customer support function while making a meaningful impact on our customers' success
