About the job

Small businesses are the backbone of our economy. Today, more than ever these businesses are struggling to survive. Our mission is to help SMBs to grow, make their lives easier and their businesses more efficient. We automate commerce for these businesses, so they can spend more time growing and less time dealing with operational hassles. The successful candidate for this role will have a strong command of the company's customer support policies.

Our SaaS platform processes over $8.1B of GMV each year and powers over 5,000 ecommerce companies. If you’re passionate about solving real-world problems, building cool $hit and helping small businesses win, come join us!

Why Work for Us

We're a fast-paced company with a diverse team of smart, ambitious and fun people. We want to make a difference in the lives of our customers because we're not happy with the status quo. We empower our teams with data, tools and big ideas so they can truly transform their careers. We offer many opportunities for professional growth and we're not shy to express ourselves and our creativity. We're a group of diverse professionals located across the US and India.

At Webgility, we value strong, positive relationships within our teams, our customer base, business partners and our communities. The ideal candidate will demonstrate a passion for customers and technology, but also be a strong communicator willing to collaborate. We are looking for someone who is comfortable in fast-paced environments with competing priorities, excited by collaboration and driven to solve problems for small businesses!

The Impact You Will Make

• You will build strong relationships with clients and provide consultation to our clients. You will be leading support calls to delight our customers with simple solutions to complex ecommerce accounting problems.
• You will ensure that Customers have a world-class experience through chat, email, and videoconference consultations and demonstrations of our product.
• You will provide actionable insights to our product team with customer feedback about how our solution can improve.

Who you are

You genuinely want to solve customer problems so your mindset is about solutions. In this role you will guide customers to the right solution. You are…

• An advanced software User. Able to understand a complex accounting challenge involving accurately accounting for ecommerce transactions, fees, and payouts in QuickBooks.
• An enthusiastic individual who wants to listen to customer support issues and then offer a unique and innovative solution to each problem.

What You Bring to the Table

• 3 years of experience working with International clients.
• Graduation or a Bachelor's degree.
• Strong written and verbal communication and Problem solving approach.
• Experience with Quickbooks or accounting experience is a strong plus.
• Comfortable working across multiple departments in a deadline-driven environment.
• Experience in Tech Support or Software Implementation is a plus.
• Accountability and personal organization are essential.
• Excellent listening and documentation skills and an empathetic voice and manner.
• Inbox-zero is hugely satisfying to you.
• Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
• Dedication to customer empathy and customer satisfaction.
• 4-day work week US shift with flexibility to work (during weekends or holidays as well in case of any business needs).
• Ability to multitask, prioritize, and manage time effectively.

You’ll be responsible for:

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Maintaining high-quality standards on customer experience.
• Responding promptly to customer inquiries through various channels such as calls, chats, and Emails.
• Maintain a high level of professionalism with clients, working to establish a positive rapport with every caller.
• Knowing our products inside and out so you can answer questions.
• Identify and assess customers needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Meet personal/customer support team KPI’s.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution.
• Follow set communication procedures, guidelines and policies.
• Take the extra mile to engage customers.