In a world full of beeps and clicks, Smile reminds us that there’s a real person behind every screen. We’re a globally distributed company of 50+ people, with team members in Canada, the USA, South America, EMEA, and APAC. Our work strongly emphasizes cross-cultural, time-zone-spanning collaboration. We’ve been recognized as a “Best Place to Work” in Canada, and we’re excited to grow that recognition worldwide.

Our team is building the loyalty layer of the internet and already powers more than 80,000 rewards programs, reaching over 500 million shoppers. Above all, we aim to make people happy—starting with merchants and their customers, and including our own team (yes, our name really fits).

**About the Team:**
The Merchant Experience (MX) Team at Smile is a global group focused on delivering the best customer experience, 24/7. Our work is highly collaborative, creating opportunities to develop skills beyond your day-to-day responsibilities. We care deeply about the quality of our interactions with merchants, and we don’t let vanity metrics like ticket volume or time to close drive our decisions. Instead, we’re focused on helping as many merchants as possible grow their businesses, ensuring every interaction with our team is both delightful and genuinely helpful.

**About the Role:**
As part of the Live Chat team, you’ll be the first point of contact for both prospective and existing merchants running loyalty programs with Smile. One moment you might help a new merchant choose the right plan, and the next you’ll guide them through integrating Smile with another app. Sometimes you’ll have longer conversations, and other times you’ll provide a quick solution and move on. This is a fast-paced role that requires strong organization and focus—no two hours will be the same. You enjoy building connections and empowering people to take action themselves. The best outcome is that merchants leave live chat feeling supported and looking forward to contacting us again.

**What You’ll Do:**
– Serve as the first point of contact for current and prospective Smile merchants, managing up to 2–3 chats at a time
– Help prospective merchants clearly understand the value of Smile
– Support product adoption by enabling trial access and showing what the app can do
– Guide established merchants through configuration and light optimization
– Respond to general questions, provide how-to help, and identify and resolve minor issues
– Triage and assist with light debugging of platform problems
– Help merchants when escalating to other teams by setting expectations for follow-up timing and next steps
– Build trust, show empathy, and delight merchants by setting the standard for excellent support
– Provide solutions based on merchants’ needs—not pushy sales
– Advocate for merchants by turning feedback into specific product requirements

**Who You Are:**
– Based in **EMEA** and available to work **Monday–Friday, 10am–6pm UTC**
– Outgoing and energetic, with emoji and gifs as your go-to tools—merchants should feel there’s a real person on the other end
– Extremely curious and motivated to learn—quickly
– Hard on yourself in a constructive way and driven by continuous improvement; you don’t settle for the minimum and enjoy trying new approaches
– Interested in online technology, startups, web apps, and entrepreneurship
– Comfortable in fast-paced environments where switching contexts is normal
– Enjoy handling ambiguity
– Highly detail-oriented and well organized
– A strong collaborator who enjoys working as part of a team
– Proactive and independent—you take initiative and don’t wait to be told what to do

**Bonus If You Have:**
– 1+ years in customer service/support/success
– Familiarity with e-commerce platforms such as Shopify, BigCommerce, Wix Stores, Squarespace, etc.
– Entrepreneurial experience, such as running a small side project
– Experience working toward team-based goals or KPIs
– Experience with HTML, CSS, and JavaScript
– Experience with Intercom
– Experience working remotely

**Our Commitment to Candidates:**
At Smile, we understand that applying for a new role can be difficult, and self-doubt or imposter syndrome can stop you from applying—don’t let it. You have a lot to offer, and we want you to feel encouraged to apply even if you don’t meet every requirement. If you’re passionate about eCommerce and helping merchants grow through loyalty and rewards, reach out to us.

At Smile, we draw strength from different backgrounds, experiences, and perspectives. We value diversity and are proud to be an inclusive, equal opportunity workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.