Customer Success Representative

| Santa Monica
Tapcart makes launching a mobile shopping app easy, fun and attainable for every brand.
The world of shopping will one day be powered entirely by mobile, made possible by our products, team and vision.
We are inspired by the future of mobile. We work to inspire that future.
As the market leader in mobile ecommerce, we focus on providing great experiences for our customers and for mobile shoppers worldwide. Our platform powers the mobile apps of some of the largest shopping brands, including Fashion Nova, Chubbies, The Hundreds and many more.
Tapcart is trusted by over 4,000 brands to launch and manage their mobile apps. We were recently featured at Google I/O, Shopify UNITE and in The Verge.
Recent research suggests that sitting within 25 feet of a high performer can boost performance. Now imagine sitting within five feet of an entire office of high performers, in a fun environment, and without the egos. Is that even possible? We’d like to think so!
Although we take pride in our work, the real secret to our success is hearing how our customers thrive beyond their initial expectations – not just their expectations of the technology but from our human-centered approach. Check out some of our recent five star reviews on Shopify:
"...customer service is amazing! They helped me with every issue I ran into and are very pleasant to work with!"
"Everyone is very helpful with the on-boarding process."
"Customer support is always super quick to respond. Thanks for the help, Tapcart!"
 
We’re able to deliver results like the ones above because we hire high-caliber talent, and the Customer Success team is no exception.
Customer Success is as much about taking care of our customers as it is about our team members. If you’re feeling valued and supported then it’s very likely our customers are, too.
The selected candidate would be joining a collaborative and insightful team while reporting to the Head of Customer Success.
We'd like your thoughts on how you define customer success. Please share your thoughts on the next page.
We strive to not only focus on providing memorable experiences for our customers, but also for our customers’ customers – and we’d love for you to help us do so! Please read through the job description in detail and if, after reading through our requirements, you feel you’d be a great addition to our team then we’d like to hear from you.
We offer competitive compensation & Taco Tuesday 🌮.

Minimum Requirements:

  • BA/BS degree
  • 2+ years relevant experience in a customer facing role fielding a high volume of: email, web chat, and phone
  • Experience being the first line of defense for all customer and prospective customer inquiries
  • Empathetic with active listening skills
  • Impeccable grammar and spelling
  • People say you're positive and easy to get along with
  • Experience with Zendesk, Hubspot, and Intercom
  • Experience being a cross functional partner between sales, product, and engineering teams
  • Ability to quickly build rapport with business owners over email, web chat, and phone

Bonus Qualifications:

  • Sales experience, specifically in win-backs and up-selling
  • Quick learner - meaning you’re not afraid to ask questions and take the extra steps needed to learn the product and find a solution
  • Startup experience and/or experience in a fast growth environment
  • Background in e-commerce & SaaS
  • Constantly learning
  • Open to coaching and feedback 
  • Willing to work evening and weekend hours as needed

What you'll be doing:

  • Respond to customers questions and tickets within reasonable timeframes
  • Coordinate with sales and implementation teams to answer customer questions and solve our customers problems
  • Identify customers who are struggling to see the value (and likely to churn) to then suggest a plan of action
  • Provide Voice of the Customer (VoC) research when not fielding customer questions
  • Go beyond answering customers questions to own the conversation and see it through until completion
  • Experience managing large datasets in Excel while analyzing data in an efficient way
  • Get creative in providing meaningful and memorable experiences for customers
  • Manage a private Facebook group
  • Other duties as assigned

Our Guiding Values:
🤝 Teamwork first
💁 Be your own customer
📐 Think big. Plan big. Execute big
💬 Provide transparency & clarity
💯 Bring your “A” Game
Who we are.
We are a well funded, young and growing startup located in sunny Santa Monica, CA 🏖. Our employees and culture are very important to us and as such, we aim to make coming to work fun, challenging and rewarding for our team. We know that doing great work depends on showing up with creative solutions to face our many business challenges. It all starts with having good people, and helping them grow both personally and professionally. We can't wait to hear how your unique skills and personality will add to our company and culture.
Learn more about who we are and what we offer on our careers page, and check out some of our recent features on Google I/O, Shopify UNITE and in The Verge.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • SwiftLanguages
    • ParseLibraries
    • ReactLibraries
    • RxSwiftLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • TrelloManagement
    • HubSpotCRM
    • IntercomCRM

Location

Tapcart is a venture-backed startup in the heart of Silicon Beach.

An Insider's view of Tapcart

What's the biggest problem your team is solving?

The mobile e-commerce space is constantly growing and changing. Our customers look to us to stay ahead of the latest design and technology trends. The challenge we've solved is supporting every vertical, language, currency and consumer. It's amazing to shaping the mobile ecommerce industry with such a small team.

Nate

Engineering Manager

How has your career grown since starting at the company?

I first started at Tapcart when the team consisted of 4 people and I was brought on as the only designer. The mix of trust/responsibility paired with good vision/direction allowed me to learn more than I ever have in such a short time span. Top that with a work environment where we all learn from each other as well as have a great time together!

Alex

Lead Product Designer

What’s the vibe like in the office?

Tapcart’s office vibe is so positive and uplifting. I seriously look forward to coming in everyday, not only because I consider everyone a friend, but we’re all working together towards making an awesome product even better. We constantly collaborate between different teams and support one another, which makes for an awesome company culture.

Alex

Executive Assistant & Marketing Associate

What are Tapcart Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Health Insurance Benefits
Tapcart's covers up to 50% of out of pocket expenses for a top-tier health insurance plan.
Wellness Programs
Team workouts
Tapcart's team fitness initiatives include indoor rock climbing, basketball and walks on the beach.
Retirement & Stock Options Benefits
Employee Stock Purchase Plan
Tapcart allows qualified employees to purchase company shares at a discounted price.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees are paid on sick days.
Perks & Discounts
Casual Dress
Commuter Benefits
Tapcart offers commuter benefits for all employees, including free parking and compensation for public transportation.
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