Customer support & success

MioCommerce is looking for an enthusiastic full-time Customer Support & Success (hereafter “CSS”) leader to join our team.  If you are a self-motivated and experienced Customer Support and/or Success professional who is comfortable working in all stages of the customer acquisition, onboarding, support & after sales process, we’d love to talk to you.

As a CSS at MioCommerce, you will provide technical, useability and post-on-boarding sales support for our All-in-1-E-commerce platform dedicated to helping Home Service SMB’s;  i) sell their services online and ii) simplify & automate their entire operations.  

The CSS works side by side with our team of Business Development Executives and Digital Marketing experts to ensure rapid, efficient onboarding of new customers.  You will assist them to launch and learn the multitude of features available on the MioCommerce platform.  In addition, the CSS will be responsible for leading the consultative up-selling of additional services and features available to our SMB’s.   

The CSS will work closely with the co-founders to identify and implement customer retention and revenue growth strategies for the post-onboarding stage. You will be in contact on a daily basis with our customers via phone, zoom, chat, and email.

About MioCommerce

MioCommerce is the 1st  “All-in-1” E-commerce Platform dedicated to Home Service Businesses.   Headquartered in Montréal, Canada, MioCommerce is the 1st  All-in-1 e-commerce platform trusted by Home Service SMB’s to grow and simplify their  brands both online and offline.  We have active users and customers across the US, UK and Canada and we are now expanding our operations globally.

Why are SMB’s choosing MioCommerce?   Using MioCommerce’s All-in-1 e-commerce platform, our clients (the SMB’s), can easily and quickly create their own branded digital Ecommerce presence to instantly sell their services online and offline. MioCommerce’s unique (cart) technology enables the SMB’s to convert most of their social and digital media into instant sales channels.   Online shoppers instantly obtain live, personalized pricing without having to wait for an estimate or a call back.  Using our full suite of back office management and CRM tools our clients save a ton of time otherwise spent on administration, communications & coordination.  

Their online store/presence, entire supply chain and operations are open 24/7 and can be managed from anywhere anytime.  

We’re passionate about enabling entrepreneurs to build their own brands and empowering them to compete on equal footing with large tech businesses

What you’ll be responsible for

• Provide excellent technical support, customer service and post onboarding consultation to our clients on all aspects of MioCommerce’s All-in-1 Ecommerce solution.
• Use consistent troubleshooting techniques to rapidly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
• Properly document and track customer issues and resolutions on various internal tools such as Hubspot, Intercom and google suite
• Create, document and follow procedures as required, to manage all aspects of the job with the goal of maximizing retention, customer satisfaction and growth of revenue/customer
• Liaise with team leaders to best handle day to day situations to better customer experiences
• Handle miscellaneous duties and responsibilities as defined by management

What you’ll be bringing to the team

• 1-2 years of customer service experience with relevant knowledge of tools of the trade.
• Excellent English written and verbal communication skills.
• Ability to handle multiple incoming requests
• An ability to convey a customer-focused attitude
• Proven experience in managing multiple priorities in a fast-paced environment
• Proven troubleshooting skills
• Self-starter who also works well in a team environment

Even better if you have, but not necessary

• WordPress and/or familiar with coding languages 
• Computer hardware and networking experience
• Home Services Industry Knowledge and business savviness.
• Strong computer and CRM skills with working knowledge of Hubspot, Intercom, Slack, Jira and/or Loom
• Technical problem solving experience

Be ready to work closely with a tight-knit team of Sales, Digital Marketing and Business Development team members to develop a wide range of critical resources that help us build meaningful, long-term relationships with both prospect and paying customers. Get a jump start in your career by becoming the knowledge expert in a new E-commerce industry.

Job Type: Full-time