Merchant Support Representative LATAM – 17017327541

Fully remote, Only for LATAM

Only CVs in English will be considered to participate in the process

Position: Account Executive LATAM

Working Hours: Monday to Friday 9 am – 5 pm EST

Salary Range: $1,100 – $1,500

Payment Frequency: Monthly 

Type of Contract: Independent Contractor

Job Purpose

As a Merchant Success Representative you support our customers (merchants) by helping them successfully run their business using Subbly and its ecosystem effectively. You achieve this by providing prompt, friendly and helpful answers to questions about Subbly and its ecosystem through chat, email, Zoom and other common channels of communication. In addition to industry best one-on-one support, you recognize the power in community building and foster a collaborative, supportive learning environment for subscription entrepreneurs. By listening to the voice of the customer, you contribute to the product development roadmap by ensuring frequently requested features, integrations, and common bugs are actioned. Your primary internal stakeholder is the Head of Merchant Success.

Duties and Responsibilities

  • First responder to inbound inquiries from merchants, customers, partners, and leads across all channels (live chat, email, Facebook, Discord, Zoom).
  • Maintain a deep understanding of Subbly features and capabilities in the context of the competitive landscape (understands all kinks of the platform and how it translates into comparative advantage to direct competitors)
  • Facebook and Discord community moderation
  • Action inbound requests from merchants regarding billing (e.g. refunds), product education (e.g. feature use cases), and technical support (e.g. bug reports)
  • Escalate technical errors, irate customers, chargeback threats, and undocumented edge cases with appropriate urgency
  • Document solutions to frequently asked questions and common technical limitations (create videos and regularly update help center)
  • Document and escalate feature and integration requests to appropriate department (account management, sales, engineering, product)
  • Draft notifications to merchants about feature releases and known technical errors and resolutions
  • Draft onboarding and feature adoption campaigns and maintain their success and completion rate

Requirements

  • Proven record of working as a technical/customer support/success for at least 2 years in a SaaS company in the same or similar niche. MUST HAVE!
  • Experience working with eCommerce or subscription platforms (Shopify, Magento, BigCommerce, Etsy, WordPress Woocommerce, Wix, Squarespace…) Nice to have!
  • Proficient written and verbal (English) communication skills MUST HAVE!
  • Knowledge of other language (French, Spanish) is an advantage