Our team is building the loyalty layer of the internet and currently already powers over 80,000 rewards programs, reaching more than 500 million shoppers. Above everything else we strive to make people happy —from the merchant to their consumer, to our own team (yes, our name really is fitting).
About the Team:
The Merchant Experience (MX) Team at Smile is a global team that strives to deliver the best possible customer experience 24/7. Our work is highly collaborative which allows for opportunities to work on projects that grow skills beyond just those required for your day-to-day role. We care deeply about the quality of our interactions with merchants and don’t let vanity metrics like ticket volume or time to close drive our actions. Instead, we truly want to help as many merchants as possible grow their businesses, and we ensure that every experience with our team is as delightful and helpful as possible along the way.
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!
What you’ll do:
- 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
Who you are:
- Location – APAC, you can work UTC +10 (APAC timezone) on Monday – Friday
- Skilled Customer Success Manager – you thrive in a fast paced dynamic environment and have experience as a CSM at a SaaS company
- A Creative problem Solver – you have the ability to think outside the box to provide solutions and improvise in ambiguous situations
- Skilled Multitasker – you can easily context switch, delving into varying degrees of complexity and type of requests over the course of a day
- Insight Driven – you are analytical and know your way around Excel and/or BI tools
- Effective Communicator – you have excellent written and verbal communication skills and can preempt customer queries
- Continuous Learner – you have an insatiable curiosity and desire to learn
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
Who are we?
We know that Smile.io as a business is in constant evolution – the same is true of our people. We’re here to support each other in our growth, so we talk openly about our career & personal goals. With such a diverse team of people, we know we can offer you the mentorship, tools, and encouragement you need to grow.
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 or other 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.
Our commitment to candidates:
At Smile, we understand that finding a new role is challenging and that self-doubt or imposter syndrome can prevent you from applying to a role, don’t let it! You have a ton to offer and we want you to feel encouraged to apply, even if you don’t check all of the boxes. If you are passionate about eCommerce and helping merchants grow through loyalty and reward, connect with us.
At Smile, we rely on a range of backgrounds, experiences, and ideas. We value diversity, and we’re proud to be an inclusive, equal opportunity workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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