Technical Support Specialist, Postscript
$87-99k
+ Equity
SMS marketing platform for eCommerce companies
Job no longer available
SMS marketing platform for eCommerce companies
201-500 employees
Job no longer available
$87-99k
+ Equity
201-500 employees
Company mission
To make SMS the #1 Revenue Channel for Merchants.
Role
Who you are
- If you’re passionate about providing technical solutions, empowering teams, and growing your technical expertise, we’d love to hear from you!
- 3+ years in a customer-facing technical support function; passion for excellent customer experiences
- Familiar with front and backend code, SQL, and troubleshooting API calls; ability to interpret code
- Familiar with SMS technologies and complexities behind them (carrier networks, device software impacts), preferred not required
- Proficient at outlining details around investigations, troubleshooting steps, and steps to reproduce issues clearly, resulting in swift resolutions
- Excited to develop and maintain key internal partnerships, especially with our Engineering team and Go-to-Market organization
- Desire to ask questions and dig deeper to provide thorough, thoughtful answers
- Able to decipher patterns and bubble up emerging trends and solutions
- Demonstrated understanding of ideal decisions, tradeoffs, and priorities
What the job involves
- We are looking for a highly skilled and customer-focused Technical Support Specialist (TSS) to join our team and play a critical role in supporting our organization
- As a TSS, you will be a key partner to our Support team, providing technical guidance and ensuring an exceptional customer experience
- You’ll develop expertise in our product and the Shopify ecosystem, enabling you to troubleshoot complex customer requests, collaborate with Engineering on issue resolution, and enhance our support tool suite
- This role reports directly to the Director of Customer Experience
- The ideal candidate will have the opportunity to enhance their technical skills with the goal of advancing within the TSS role with the support of management, Solutions Engineering, and an experienced TSS mentor
- This candidate will be expected to operate as a Customer Experience Associate (CXA) while training, performing at a Senior CXA level in leadership, ownership, and accountability
- Testing and confirming expected behavior of product functionality; identifying departures from expectations and providing guidance accordingly
- Becoming an expert in Postscript technical integration best practices and troubleshooting
- Review customer CSS to troubleshoot & resolve issues
- Build internal tools to increase productivity and streamline processes
- Troubleshooting customers’ issues with Postscript’s API
- Becoming an expert in expected Shopify <> Postscript behavior for both standard and Shopify Plus plans
- Ability to get on scheduled Zoom calls to troubleshoot with shops as needed
Our take
SMS marketing can be an extremely effective tool for eCommerce businesses, but it can often be invasive and irritating to consumers. Postscript solves this problem by offering personalized and optimized SMS advertising.
SMS marketing is nothing new, but Postscript has set itself apart by maintaining a laser-sharp focus on Shopify stores. As a result, the company has tapped into a previously underserved market that has seen rapid, continuous growth in recent years.
As eCommerce sales via SMS continue to rise in the US, Postscript is well-positioned to lead the market, helping more merchants develop personalized, effective communication strategies that drive customer loyalty and revenue.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jun 2022
$65m
SERIES C
Mar 2021
$35m
SERIES B
Total funding: $104.8m
Company benefits
- Work from home (or anywhere!)
- Full team off-sites in cool places
- Growth is encouraged, with lots of direct feedback
- We have fun and celebrate wins
- Culture of transparency and trust
- Flexible vacation
- Medical, dental, and vision insurance
- Equity grants
- And more..
Company HQ
South Scottsdale, Scottsdale, AZ
Leadership
Adam Turner
(Co-Founder & CEO)Previously worked in Business Intelligence at Bitium. They also co-founded Wilbits where they worked in Product and Engineering, as well at serving as a Product Manager at StackCommerce before co-founding Postscript.
Colin Turner
(Co-Founder & CSO)Previously co-founded Wiblits. They also worked at Verimatrix for over 5 years in multiple roles, including Project Manager.
Alex Beller
(Co-Founder & President)Previously the Director of Business Development at StockCommerce.
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