At TxtCart we are revolutionizing the SMS marketing industry in eCommerce with the world’s first autonomous AI / service agents. We are a remote-first startup with team members globally. We’re passionate about our customers, results, texting and enabling advanced AI to engage in empathic and personalized conversations. TxtCart is unique in it’s mission to be a fully AI-powered conversational SMS platform for growing and scaling Shopify brands. Our goal is to be the go to AI platform for all things SMS marketing, retention, popups, campaigns etc. If you’re excited about eCommerce, AI and building the future and want to be part of a dynamic, young and driven team who is focused on innovation while driving direct impact to customers, then come join us in pushing the boundaries of SaaS, and AI.
● R = Respect Respect, while often seen as common sense, often lacks in many organizations. It goes beyond just being courteous in personal interactions. More broadly, it’s about always engaging with people in a genuine matter. Be interested, be responsive and be helpful whenever possible. Never ignore someone who reached out to you from a different part of the company or who sits in a different level of the hierarchy. ● E = Excellence Excellence, means that we are all striving to be great at everything we do, going beyond just engineers and sales folks in the spotlight. Everyone on the team is expected to internalize our drive for excellence. You have to pursue excellence every day, hold your co-workers accountable to high standards and never accept mediocrity in any aspects of our work. ● C = Customer Customer, is the center of everything. A lot of companies know that, but many do not. This is often an area that receives a lot of lip service, but we must recognize that we exist, solely to serve our customers, no matter what industry or size. Their outcomes, are our outcomes, we have their backs through thick and thin and always strive to do the right thing by our customers. ● I = Integrity Integrity, means that all our stakeholders can believe what we say and trust in our commitments, with no exceptions. We have to not only be true to our word, but the spirit of it. Trust is critical in any relationship, be it with your peers, or with customers, and makes operating a much smoother experience, when all stakeholders believe you are telling the truth and acting in best interests, because you have at every previous turn. ● P = Performance Performance, is something that while everybody aspires to achieve, oftentimes is not held accountable to. While confronting a lack of performance is never fun, it’s something that has to be done at all levels of the organization. Good is never, good enough and we are looking for high performers who don’t mind having their limits pushed, and are comfortable being uncomfortable. ● E = Execution Execution, as a value is a nod to focusing less on strategy and more on execution. While strategy is a valued part of our overall business, and the landscape is always changing, meaning we must adapt, at the end of the day, execution reigns supreme. We must diligently work towards our goals, internally and externally day in and day out through definitive and measurable actions that help us move the needle toward the future we are striving for.
You will lead our team of 2 CS agents and work alongside key members to ensure seamless onboarding and support is met for merchants
You are a self starter with a high desire to learn and grow
You are a team player with both collaboration and communication skills
2+ years of CS / live chat experience (bonus points if you worked for a Shopify App
You have 2+ years with live chat/CS experience
You are fluent in english, either native or 2nd language
You have deductive reasoning skills and are a critical thinker
You are proficient with Slack, Email, Excel, Intercom, Live chat, and Ticketing
You have experience working remotely for small teams
You should be confident in debugging, troubleshooting and problem-solving
In the role of Live Chat Lead, you will lead our small CS team to success and ensure merchants have the best experience, support and onboarding when they come to TxtCart.
You’ll provide responsive and effective live chat/email support to merchants during onboarding, post-installation and ongoing maintenance
You’ll complete basic onboarding tasks and setup for merchants when they first install TxtCart
You’ll generate positive reviews from these CS tickets
You’ll maintain a high standard of work quality for yourself and your peers
You’ll create saved replies (macros) and modify help docs accordingly, referencing relevant documentation for select situations
You’ll upsell merchants when they are not on an optimal plan for their business and/or are not utilizing features
You’ll de-escalate situations with hostile merchants and work closely with the team to come to ideal resolutions
You’ll collaborate with the product and development team to communicate customer feedback and identify potential enhancements
You’ll assist other support team members with their questions and tasks when applicable
You’ll work minimum 8 hour shifts to ensure 24 hour coverage of support
You’ll ensure SLA’s are met and response times are under 3 minutes
Flexible Hours: We have team members world wide and care more about the results and progress made over the hours or time worked.
Remote First: We are a diverse team of personalities, skill sets and locations globally, we believe WFH is the future and is embraced here.
Generous Time Off: We believe the best work requires personal time off. We encourage our employees to take breaks when needed to disconnect.
Equity Options: We are a self funded bootstrapped organization. We have options for equity first partnerships and profit sharing as we build this together.
Technology: We pride ourselves on being both forward looking and using the latest in industry accepted software/tech.
Learning & Development: We are happy to support personal and business growth. Whether this means conferences and events, courses or training