Business Support Agent

Trustpilot•New York, NY

3d•Onsite

About The Position

To support Trustpilot’s rapid expansion, we’re looking for a skilled and service-minded Business Support Agent to join our team in New York. Every month more than 1.5 million new reviews are posted on Trustpilot for one of the thousands of businesses in our review community. Every single day Trustpilot enables consumers to choose with confidence while enabling companies to grow their businesses. Behind our global growth is a motivated, international team working in a thriving, fun, vibrant environment. Providing support to our customers through all available support channels such as chat, phone, email, and other various communication platforms. You will work closely with sales and account managers to build working relationships and continue knowledge sharing. The support team is often the most common way our customers interact with us, providing high-quality support to both customers and reviewers.

Requirements

Fluent in spoken and written English
Ability to independently stay organized and maintain a high workload
Ability to remain balanced and professional while communicating
Capacity to explain new concepts and provide training on products to other team members
Basic understanding of e-commerce and SaaS products
Ability to provide a high level of service and deliver a consistent performance against KPIs

Nice To Haves

Experienced in customer support within digital commerce
Salesforce experience and knowledge about Frontend technology and e-commerce concepts

Responsibilities

Provide support to companies and our community by email, chat, and phone to assist implementation and troubleshooting of our product in English
Monitor incoming email alerts to the Helpdesk system and access the system frequently to ensure that any open tasks are acknowledged and responded to
Assist our customers with any technical issues that are preventing them from setting up / using our services.
Build and maintain “best practices” and self-service guides enabling customers to solve future issues
Work closely with New Business, Customer Success, and Product teams to ensure the best service for customers
Work quickly and efficiently to ensure all customers and consumers receive support promptly
Be comfortable with both B2B and B2C support and familiar with tools such as Zendesk, Salesforce, Slack, Jira, and eCommerce solutions.
Provide effective teamwork with Support Agents on a global plan

Benefits

A competitive base salary ranging from $60,000 - 60,000 gross per year.
A range of flexible working options
20 vacation days + 2 personal days +10 paid holidays per year
Two (paid) volunteering days a year
Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist
Full health insurance
401k matching your contributions dollar-for-dollar up to 4% of your base salary
Discounted club membership at Life Time Fitness
24/7 Employee Assistance Plan and full access to Headspace
Paid parental leave for employees who have been employed for over 6 months with full scope of benefit after 12 months
Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials
A friendly, open office complete with a foosball table, roof deck with wifi and unlimited snacks and drinks
Communal lunch, extra treats and events during the month — think ice cream carts, coffee bars and massages