Headquarters: Dublin, Remote
URL: https://www.boosterseo.com
Stuart here, founder of Booster SEO
About the job
What will you be responsible for?
Define the overarching strategy to continuously improve the merchant experience from initial onboarding to ongoing guidance and support.
Oversee day-to-day operations with our existing Tier 1 and Tier 2 support teams to ensure they continue to deliver exceptional experiences.
Build a strong culture of merchant success that is centered around helping merchants boost their online sales.
Collaborate with cross-functional teams (product, engineering, marketing, etc.) as an advocate for our merchants’ needs and the markets’ needs at large.
Track and take ownership of key metrics that determine merchant success such as support response times, onboarding engagement, satisfaction ratings, customer churn, and more
Who you are
You’re self-driven with an entrepreneurial approach and work autonomously with limited guidance.
You’re dependable, reasonable and trustworthy, with proven sound judgment.
You’re knowledgeable in Saas business processes and methodologies, including working within a fully remote team.
You know how to run playbooks in place, and ensure things go smoothly.
You have outstanding communication and leadership skills.
You’re adept at context depending on the problem and proactive.
Requirements
Be tech-savvy and comfortable with working remotely.
5+ years of SaaS experience in customer-facing roles. We’ll want to hear about your experiences on the front lines managing difficult customer service or success situations.
2+ years experience managing a customer-facing team. We’ll want to hear about your ability to effectively teach and mentor team members to operate at the next level and implement growth initiatives that have positively impacted a company’s trajectory.
Be tech-savvy and able to efficiently communicate technical subject matter in a way that the non-technical masses will understand and appreciate.
Have an entrepreneurial, self-motivating attitude with plenty of grit, analytical prowess, and resourcefulness to get 💩 done.
Be empathetic and enthusiastic about solving problems and helping others!
Nice to haves, but not required:
Shopify experience
eCommerce experience
❤️ Things we love:
Living by our GAINS core values of Growth Mindset, Analyze Before Assuming, Iterate & Improve, Nurture Relationships, and Scrappy.
Helping over 1M Shopify merchants who have installed our software
Having a stress free work environment!
🤮 Things we avoid:
Micro-managing
Egos
Drama
To apply: https://weworkremotely.com/remote-jobs/booster-seo-head-of-support
