Website Support and Retention Agent, E-Commerce
Overview
You will own technical support and customer retention for a platform serving 500,000+ small business owners. You will resolve login, payment, and product issues across Magento 2 sites. You will work with a tight team focused on customer satisfaction and proactive outreach. This role stands out for its hybrid in-office and remote flexibility.
What You'll Do7
- 1Resolve Magento 2 login, payment, and product inquiries via email, phone, and chat.
- 2Deliver training to customers on website features, including user account management and payment processing.
- 3Proactively contact customers showing disengagement, using CRM tools to track and retain them.
- 4Document customer feedback and issue reports for product and engineering teams.
- 5Stay current on Magento 2 features and communicate updates to customers.
- 6Own first-response resolution within 24 hours for all tier-1 issues.
- 7Reduce churn by converting at least 20% of at-risk customers into active users within 90 days.
Requirements7
- 12+ years in technical support, customer service, retention, or sales.
- 2Strong verbal and written communication, with clear phone and chat etiquette.
- 3Analytical problem-solving for troubleshooting technical issues.
- 4Working knowledge of website functions: user account management, payment processing, product listings.
- 5Familiarity with CRM tools and ticketing systems like Zendesk or Salesforce.
- 6Experience with Shopify or WooCommerce is a plus.
- 7Ability to work independently and within a team, with a detail-oriented approach.
Salary Insight
$38 - $50k per year
Location
Required Skills
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