Associate Technical Support Engineer, Recharge
$60-67k
Canada: $65,000 CAD - $68,000 CAD
More information about location
Subscriptions & recurring payments for eCommerce
Open for applications
Subscriptions & recurring payments for eCommerce
501-1000 employees
Open for applications
$60-67k
Canada: $65,000 CAD - $68,000 CAD
More information about location
501-1000 employees
Company mission
To create a world where payments are frictionless, and help merchants grow faster.
Role
Who you are
- Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred
- Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen
- A passion for problem solving and the curiosity and humility to ask for assistance
- A sense of urgency and ability to prioritize issues based on severity, with a satisfaction from going above and beyond to provide solutions
- Ability to work remotely and desire to make an impact at an industry leader in subscription payments
- Ability to identify trends and take a proactive approach when reporting potential incidents
- A strong and responsive communicator, with excellent customer service and English fluency (written and spoken)
- A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor
- Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)
- Use Splunk, SQL, Looker, other tools
- Ability and desire to work flexible shifts
- 2+ years of experience in technical customer support at a SaaS company, or similar
What the job involves
- In a Technical Support role for our Customer Success team, you are responsible for supporting our customers and delivering a world-class support experience
- You work closely with store owners to answer questions, troubleshoot and resolve issues via live chat, email and occasional phone calls
- Use your technical expertise and customer service skills to resolve questions and issues for our online merchants
- Communicate clearly in writing to both technical and non-technical people
- Use our “live chat first” approach to clearly answer questions, triage and gather context as needed, moving to email for any deeper investigations when necessary
- Occasional outbound phone calls with customers when the issue requires quick context gathering
- Identify patterns, recommend improvements, filter out unimportant issues, troubleshoot and escalate bugs to engineering
- Contribute to the ongoing development of documentation and best practices
- Be a Recharge expert for our merchants to help them grow by knowing the product well and staying up to date with the new releases
- Collaborate with teammates in our swarm support model to resolve issues in a timely manner
- Contribute to achieving individual, team, and company goals
- Live by and champion our values: Accountability, Collaboration, Iteration and Details
Our take
Ecommerce platform Recharge has been in operation since 2014, helping brands set up and manage a subscription business, removing the operational inefficiencies that brands would face when attempting to manage this themselves. Its cloud-based subscription management platform aims to offer merchants flexibility by leading with an API focus.
Recharge’s basic premise has proven a smart one, with the eCommerce subscription market growing substantially since the company was founded. It of course rose particularly steeply over the pandemic, with the closure of brick-and-mortar stores, but in general still follows a market trend towards direct-to-consumer relationships - promising a growing market for Recharge going forwards.
Success for the company has been clear, with its merchant roster boasting several thousand users including Harry’s, Oatly, and BrewDog. The sector has attracted substantial funding, with Recharge completing a remarkable funding round in 2021. This came atop its already stable, cash-flow-positive business, and supported its further progress as the subscription industry developed. The company is focused on maintaining its strong position, with new updates and improvements to its offering including Retain, a suite of tools designed to support retention throughout the subscriber lifecycle.
Steph
Company Specialist at Welcome to the Jungle
Insights
-16% employee growth in 12 months
Company
Funding (2 rounds)
May 2021
$227m
SERIES B
Jan 2020
$50m
SERIES A
Total funding: $277m
Company benefits
- Equity packages
- 401(k) offering
- 100% coverage for medical, dental, vision, and life insurance for you and your dependents
- $700/mo remote-life stipend
- Monthly stipend to cover health and wellness
- Coworking space
- Subscription products
- Unlimited paid time off
- 16 weeks of paid parental leave to eligible team members
- Team & company retreats: We value making in-person connections. Past locations include San Diego, Vail, Seattle & Orlando
Company HQ
Mid-City, Santa Monica, CA
Leadership
Oisin O'Connor
(CEO)UCLA Economics graduate who worked as an Analyst at Deloitte before co-founding three companies, all centred on commerce and payments.
Michael Flynn
(CTO)Studied Mechanical Engineering at UCLA, before co-founding a number of companies, including Opportunity Green.
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