Live Chat Representative

About Smile

At Smile, we don’t just build loyalty programs - we create growth engines for ecommerce merchants. In a world of beeps and clicks, Smile reminds us there is a human on the other side of every screen. With over 100,000 merchants worldwide, we’re already the largest loyalty program provider on the planet. But we’re just getting started.

Our team is globally distributed but closely connected. Collaboration isn’t just a buzzword here; it’s our way of doing business. If you’re looking to be part of a culture where growth for customers, the company, and for you - is the goal, you’re in the right place.

Above all, we strive to make people happy - from the merchant to their consumer, to our team. The Smile team is globally distributed with employees in Canada, the USA, South America, EMEA, and APAC. We've been recognized as a "Best Place to Work" in Canada and look forward to expanding this on a global scale. As a business, we are in constant evolution and the same is true of our people. We’re here to support each other in our growth. We talk about our career & personal goals and lean into the diversity within our people for mentorship, tools, and encouragement to grow.

About the Role:

As part of the Merchant Success team, the Live Chat Representative is the first point of contact for both prospective and tenured merchants running their loyalty programs with Smile. You will be expected to quickly handle a high volume of conversations, triaging those conversations to determine if you can help yourself, or if you need to smoothly escalate the conversation to another Smile support team.

This is a full-time remote role (Monday -Friday, 5am-1pm EST +/- 1hr)

This role is crucial to helping the company achieve review targets and as such we compensate for review generation. The base pay for this role is $57,000 CAD plus on target earnings $8,640 CAD for meeting individual review targets; 18 reviews/month. The variable amount can change as it is based on performance and is uncapped.

What You’ll Do:

• Be the first point of contact for both current and prospective Smile merchants, handling both concurrent and a high volume of conversations with accuracy.
• Help prospective merchants articulate the value of Smile.
• Enable product adoption by facilitating trial access and demonstrating the app’s capabilities.
• Guide merchants through configuration and identify and resolve minor issues
• Ability to delegate escalations effectively through setting expectations and providing concise internal communication.
• Build trust, empathize, and delight merchants by setting the standard for what exceptional support looks like.
• Contribute to our product feedback process

What you’ll help us achieve:

• 5-star Shopify app store generation, meeting or exceeding individual target quota. This is crucial for this role.
• A team Customer Satisfaction (CSAT) score of 90% or better.
• Internal efficiency. Live Chat acts as a ‘gatekeeper’ and this must be done effectively to avoid reassignments to inaccurate teams.
• Clean internal conversation flow that fosters a positive merchant experience and sentiment.

Requirements/Skills:

• Based in/able to work 5am-1pm EST (+/- an hour) Monday to Friday.
• Expressive personality with a high level of empathy. When a merchant opens a chat they know there’s a real human at the other end.
• Competency in a digital environment. We use tools like Notion, Slack, Google Sheets, Metabase, etc. You don’t have to know how to use all of these tools when you apply, but you must have a mindset that is fairly adept at learning new technologies.
• Knowledge of the e-commerce industry/desire to learn and keep up with industry trends.
• Ability to multitask and handle a high volume of conversations in a fast-paced environment.
• Team-oriented mindset.
• Able to operate independently in a remote environment while maintaining focus.

Bonus if you have:

• 2+ years customer service/support/success experience
• Experience with Intercom and/or working in a similar role in a prior job.
• Experience working remotely.
• E-commerce experience, whether that be working in the industry, or running your own store.
• Entrepreneurial instincts, such as running your own side hustle 
• Working knowledge of HTML/CSS/JS (or any coding language) and using web inspector.

Our commitment to candidates:At Smile, we understand that finding a new role is challenging and that self-doubt or imposter syndrome can prevent you from applying to a role, don’t let it! You have a ton to offer and we want you to feel encouraged to apply, even if you don’t check all of the boxes. If you are passionate about eCommerce and helping merchants grow through loyalty and reward, connect with us. 

At Smile, we rely on a range of backgrounds, experiences, and ideas. We value diversity, and we’re proud to be an inclusive, equal-opportunity workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If an accommodation is required to apply please email amanda.enright@smile.io