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Role Description

As a Customer Support Specialist at Triple Whale, you will be the first point of contact for our customers, providing them with the assistance they need to maximize their use of our platform. You will help solve problems, answer questions, and ensure that customers have a positive experience with our product. Your role is critical in maintaining customer satisfaction and helping our clients succeed.

What You’ll Do

• Respond to Triple Whale customer needs via live chat, owning that interaction from inception to resolution.
• Troubleshoot technical platform issues, escalating when necessary.
• Advise our customers on best-practices with the Triple Whale platform and its use cases.
• Assist customers with urgent needs and help usher them to the best solutions and across our platform and the business.
• Act as first line of defense for triaging & debugging platform health issues.
• Exceed customer expectations on response quality, timeliness of responses and overall customer experience.
• Continuously train to become an expert on the Triple Whale platform, online marketing, and the e-commerce industry.

Qualifications

• 2+ years of experience in a customer support or client-facing role, in a SaaS or tech environment highly preferred.
• Experience in e-commerce, with analytics platforms, or with another SaaS platform highly preferred.
• Strong verbal and written communication skills with the ability to explain complex concepts in a simple way.
• Ability to troubleshoot basic technical issues and think creatively to find solutions.
• A customer-first mentality, with a genuine desire to help others and ensure their satisfaction.
• Comfortable using various software tools, and able to quickly learn new technologies and systems; familiarity with Intercom and HubSpot a plus!
• Ability to collaborate effectively with cross-functional teams and contribute to a positive work environment.
• Ability to manage multiple tasks and prioritize effectively.
• Skilled at managing multiple priorities and tasks in a fast-paced setting.

Requirements

• Base Compensation Range: $45,000 - $60,000.
• Our compensation ranges are set using benchmarks from growth-stage companies and factor in function, level, and location.

Company Description

Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next.

• More than 50,000 brands like Pressed Juicery, Ouai and True Classic trust Triple Whale to grow faster with fewer resources.
• We pull all your data into one place, give you the measurement tools to actually trust it, then use the smartest AI in the industry to translate it into insights and recommendations.