Job Description
CartNest Inc is a fast growing e-commerce technology company based out of Austin, Texas. We build shopping and fulfillment tools for small and medium online retailers across the United States. Our platform currently powers over 8,000 online stores and that number has been growing steadily every quarter. Our entire customer support team works fully remote and is spread across different time zones in the US which works really well for us because our merchants need support throughout the day.
We are hiring Remote Customer Support Specialists who will be the first point of contact for our merchant clients when they run into issues with the platform. This is a chat, email and occasional phone support role.
Job Role:
Merchants will reach out with questions or issues about their store setup, payment processing, order management, shipping integrations or billing. You are required to troubleshoot the problem quickly and check relevant systems. You should either solve it on the spot or escalate to the technical team with proper documentation. Most problems are simple and follow patterns so after the first few weeks you will find yourself dealing with the majority of tickets by yourself.
You will primarily be working via our support platform and interacting with merchants through live chat and email. Phone support is limited and generally reserved for high priority merchant accounts. Our merchants are running live businesses and downtime or confusion costs them money, so response time targets are tight.
Responsibilities:
- Handle inbound merchant support queries through chat, email and occasional phone
- Diagnose and resolve issues related to store setup, payments, shipping and account management
- Escalate complex technical issues to engineering team with clear documentation
- Follow up with merchants on open tickets until fully resolved
- Maintain CSAT score above company benchmark consistently
- Update internal knowledge base when new issue patterns are identified
- Attend weekly remote team meetings and monthly training sessions
Requirements
- High school diploma minimum, associate or bachelor's degree preferred
- Prior experience in customer support, SaaS support or e-commerce is a strong advantage
- Freshers with excellent communication skills and strong tech comfort will also be considered
- Excellent written and spoken English is non negotiable
- Comfortable navigating software platforms and learning new tools quickly
- Must be based in the United States and authorized to work in the US
- Reliable home internet connection and a quiet dedicated workspace required
- Available to work in shifts covering Central or Eastern Time Zone hours
Salary and Benefits:
- Annual Salary: $38,000 to $52,000 depending on experience
- Monthly performance bonus based on CSAT and ticket resolution scores
- Health, dental and vision insurance fully covered for employee
- 401k with company match up to 4 percent
- 15 paid vacation days per year plus federal holidays
- Home office setup stipend of $500 one time for new joiners
- Internet reimbursement $50 per month
- Paid sick leave separate from vacation days
- Annual salary review every January
Growth Path:
Strong performers move into Senior Support Specialist within 12 to 18 months. From there the path goes to Support Team Lead or Quality Assurance Specialist. Several of our current team leads started in this exact role. We promote internally before hiring externally and that is something we take seriously.
Job Details:
- Working Hours: Rotational Shifts, Central and Eastern Time Zone Coverage
- Job Type: Full Time, Permanent
- Location: 100% Remote, United States Only
- Experience: 0 to 3 Years, Strong Freshers Considered
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