Customer Support Specialist

We are Aftersell by Rokt, a hyper-growth Shopify ecommerce leader.

Aftersell by Rokt enables SMB companies to unlock value by making each transaction relevant at the moment that matters most, when customers are buying. Together, Rokts AI-based relevance Platform and scaled ecommerce Network powers billions of transactions. In December 2022, Rokt’s valuation increased to $2.4 billion USD, allowing us to expand rapidly. In February 2024, Aftersell was acquired by Rokt.

We are Rokt, a hyper-growth ecommerce leader. We enable companies to unlock value by making each transaction relevant at the moment that matters most, when customers are buying. Together, Rokts AI-based relevance Platform and scaled ecommerce network powers billions of transactions. In December 2022, Rokt’s valuation increased to $2.4 billion USD, allowing us to expand rapidly across 15 countries.

At Rokt, we practice transparency in career paths and compensation. At Rokt, we believe in transparency, which is why we have a well-defined career ladder with transparent compensation and clear career paths based on competency and ability. Rokt’stars constantly strive to raise the bar, pushing the envelope of what is possible.

We are looking for a Customer Support Specialist

Compensation: $50,000 - $60,000 salary, employee equity plan grant & world class benefits.

Hours - 11am-7pm MST Saturday - Wednesday

Location - Edmonton

As a customer support representative at AfterSell by Rokt, you will play a pivotal role in ensuring customer satisfaction. Your primary responsibility will be to assist customers through live chat and email (using Intercom) to resolve any issues they encounter. This involves providing timely and accurate information, troubleshooting technical problems, and addressing concerns or complaints in a professional and empathetic manner.

About the role

• You’ll manage support tickets. Youll be working in Intercom to respond to live chat and email customer queries that come in.
• Youll guide our customers. You’ll work with our customers to educate them on how to use our app to be most successful.
• Youll address customer issues. While some tickets are fairly simple and straightforward, there may be more complex and deep rooted issues that require HTML/CSS skills to resolve. You will work to find solutions to these problems and bring it to the technical team if you’re unable to solve the issue.
• Youll collect customer feedback. We are extremely customer centric and we value every bit of feedback from our customers, whether it’s positive or negative.
• Join us at AfterSell by Rokt and be part of a dynamic team dedicated to empowering eCommerce merchants and driving success in the ever-evolving digital landscape.

About you

• You put customers first. You constantly put yourself in the shoes of our customers, thinking about the implications of what youre doing. This reflects in your work — thoughtfully communicating our product, advocating for customers at product meetings, etc.
• You have strong communication skills. You have the ability to teach and present concepts in a compelling way.
• You have good values. You have high integrity, strive for excellence, value respect (of others and yourself), and believe in the power of collaboration.
• You have an entrepreneurial drive. You are comfortable with rapid change and high pace excites you.
• You believe in hard work. You understand that the worlds best companies are built by talented and hard working people.
• You know what the priority is. You know how to prioritize tasks effectively to drive progress and achieve goals.
• Youre a first principles thinker. You are driven to solve the core problem, holistically, by working with people and using the resources available to you.
• You love what you do. You genuinely enjoy every aspect of your role, finding fulfillment in helping merchants succeed and contributing to the companys growth.