Experience Manager

Smile.io
Full time
Customer Support
Canada
Hiring from: Anywhere

Smile.io allows eCommerce store owners to deliver powerful and customizable rewards programs to their customers. These programs help stores delight their customers, keep their business profitable, and grow their community. We are powering thousands of rewards programs, and rewarding tens of millions of customers in eCommerce stores all over the world!


As a member of our Merchant Experience team, you will play a vital role in communicating directly with our eCommerce merchants to help them get the most out of Smile and grow their business!

We are looking for a highly-motivated Experience Manager to help merchants grow their businesses through customer loyalty. We support merchants globally and we are looking to expand our coverage to ensure we provide the highest level of availability for them.

We are looking to fill one remote position to work hours aligned to 9-5 pm ET (with some flexibility +/- 1 or 2 hrs), Sunday - Thursday, but open to other arrangements that provide full weekend coverage as well.


 


About the role:


As an Experience Manager, you will be working to support thousands of merchants who have launched loyalty programs with Smile. This role is high-volume, 1:many. Most days will be spent interacting directly with merchants when they ask for help with strategy or program evaluation, but you will also contribute to our strategy to help proactively address issues before a merchant asks for assistance. Alongside the rest of the Merchant Experience Team you will contribute to self-serve resources that help our merchants guide themselves to success.


If you love a challenging, high-volume environment where you can think on your feet, and delight customers, we want to hear from you!


 


Core responsibilities:



  • Carry out ad hoc requests for performance reviews and strategy conversation

  • Contribute to our ever-growing Help Docs to help create repeatable practices that can help Smile scale (program evaluation, advanced use cases, strategy best practices)

  • Support and delight our merchants through chat, email, phone, and Zoom video conferencing conversations

  • Collect and share churn reasons and product feedback for merchants who have been running Smile for at least 6m through our internal tracking systems

  • Proactively reach out to merchants as per playbooks

  • Assist with any support or implementation overflow work

  • Engage and collaborate with a remote team spread across the world


 


Requirements


What we are looking for:



  • You have past experience as a Customer Success Manager at a SaaS company

  • You have the ability to creatively problem-solve and improvise in ambiguous situations

  • You can context switch, delving into varying degrees of complexity in requests over the course of a day

  • You are analytical and know your way around Excel and/or BI tools

  • You have excellent written and verbal communication skills

  • You have an insatiable curiosity


Bonus points if you:



  • Have eCommerce experience either via your own venture or through past roles

  • Have experience in 1:many, high-volume digital environments

  • Have a basic understanding of web technologies (HTML, CSS, JavaScript, APIs)

  • Have experience using Intercom


 


Benefits


About the team at Smile!



  • Join a smart, fun and growing Canadian company, with staff located in several countries around the world.

  • Work on a product that tens of millions of people use each month!

  • An atmosphere where you will constantly be challenged to learn new things!

  • Stock option possibilities at a rapidly growing company.

  • Perks like our wellness credit, generous vacation policy, and home-office equipment to make sure you can do your best work.


We believe that diverse teams perform better and that fostering an inclusive environment is a key part of growing a successful business. We welcome people of diverse backgrounds, experiences and perspectives. We are an equal opportunity employer and are committed to work with applicants requesting accommodation at any stage of the hiring process.


Sound Exciting?

Great! We'd love to hear from you. We aren't looking for just anyone to join our team, so our application process is not going to be your run of the mill application. We would love to see a cover letter that shows us your personality! ... and lets forgo your resume and just send us a link to your LinkedIn profile or other online resume. If you don't have a LinkedIn profile, just make sure that your cover letter addresses the requirements listed above and touches on relevant past experiences.


How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

About Sales Impact Academy Accomplished sales expertise can be the difference between failure and rampant success, and we want to help not dozens but thousands of companies to grow beyond expectations. This requires sourcing only the most seriously accomplished leaders,...
Customer Support
United States
Hiring from: Anywhere
Title: Loyalty Program Customer Care Lead Location: United States About GM There’s never been a more exciting time to work for General Motors. To achieve our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion, we need...
Customer Support
United States
Hiring from: Anywhere
Job Description Position Summary The Customer Service Representative (CSR) is an individual contributor role responsible for going above and beyond to create a great experience while interacting with both internal and external customers regarding orders, credits, products, and services.  The...
Customer Support
United States
Hiring from: Anywhere