Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8)
Upright Labs, a leader in multi-channel inventory management for second-hand retailers, is hiring a Customer Success Specialist to support and delight our customers. We make it easy for second-hand retailers to manage inventory and sell online, everywhere. Our software, Upright Lister, processes thousands of items each month and has helped retailers sell millions in inventory.
In this role, you’ll assist customers via live chat and email between 9am and 6pm ET, and use their feedback to help shape our product roadmap for the development team. You’ll also audit customer accounts to improve retention and product adoption, and help onboard new customers to our software.
If you enjoy working in startups, juggling many responsibilities, and creating great customer experiences, you’ll be a great fit.
About You
You’ll spend about 40% of your time reviewing customer accounts and onboarding customers, 50% supporting customers through live chat and email, and 10% helping with special projects or initiatives. See more details below:
What You’ll Do
- Support customers through live chat and email using tools like Intercom
- Take ownership of account audits to identify improvement opportunities and ways to increase product adoption
- Partner with our engineering team to understand what features and tools customers need or want
- Create internal tools and reporting to further automate and streamline the delivery of technical support
- Help develop automated training and learning resources for new customers
- Support onboarding with project coordination and client meetings
Who You Are
- 2+ years of experience in a customer-facing and/or tech support role (support, sales, QA, product management, etc.)
- A strong customer focus and a commitment to delivering an excellent customer experience
- You’re comfortable multitasking—able to send quick emails while waiting on chat responses and return to help documentation during slower periods
- Detail-oriented—you double-check work, stay organized, and follow through on commitments
- Ability to learn new software platforms quickly and thoroughly
- Proactive communicator with strong verbal and written communication skills
- Can explain technical concepts to non-technical audiences
- Must be based in North America and able to work in the ET time zone
- Experience in e-commerce or SaaS is a plus, but not required
Why Upright
- Work from home or wherever you work best
- Join a high-quality team at a growing, profitable startup
- Annual profit sharing
- Competitive compensation
- Health insurance and 401k match
- Unlimited vacation
- Home office equipment stipend
- Hot-desk stipend if you prefer coworking spaces
- Budget for continuing education to support learning beyond your day-to-day work
- Monthly matching donations to 501.3.c organizations
- Work with an exciting, growing, fully remote company
- $60–80k salary depending on experience
How to Apply
To apply, submit your application through the form linked below. Please note that we ask candidates to remove their name, education, and address from their resume to reduce potential bias in our hiring process. Only candidates who submit the application form will be considered. Applications are reviewed on a rolling basis. We’re committed to following up with all applicants and appreciate your interest!
Upright Labs is a strong and flexible team because of the diverse backgrounds of our employees. This includes professional experience, subject-matter expertise, culture, race/ethnicity, sexual orientation, gender identity and expression, language, hobbies, and more. We strongly encourage women, minorities, and people from underrepresented backgrounds to apply. Your skills are needed here.
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