Customer Support Specialist

We are Aftersell by Rokt, a hyper-growth Shopify ecommerce leader.

Aftersell by Rokt enables SMB companies to unlock real-time relevancy in the moment that matters most, when customers are buying. Together, our AI and ML-powered Rokt Brain and ecommerce Rokt Network will power more than 6.5 billion transactions connecting 400 million customers across the world’s leading companies. In January 2025, Rokt’s valuation increased to $3.5 billion USD, allowing us to expand rapidly. In February 2024, Aftersell was acquired by Rokt.

We are Rokt, a hyper-growth ecommerce leader. Rokt is the global leader in ecommerce, unlocking real-time relevance in the moment that matters most. Rokt’s AI Brain and ecommerce Network powers billions of transactions connecting hundreds of millions of customers, and is trusted to do this by the world’s leading companies.
We are a team of builders helping smart businesses find innovative ways to meet customer needs and generate incremental revenue. Leading companies drive 10-50% of additional revenue—and often all their profits—from the extra products or services they sell. This economic edge unleashes a world of possibilities for growth and innovation.

At Rokt, we practice transparency in career paths and compensation. At Rokt, we believe in transparency, which is why we have a well-defined career ladder with transparent compensation and clear career paths based on competency and ability. Rokt’stars constantly strive to raise the bar, pushing the envelope of what is possible.

We are looking for a Customer Support Specialist

Target total compensation ranges from $63,500 - $76,000, including a fixed annual salary of $52,500- $65,000, an employee equity plan grant, and world-class benefits. 

Equity grants are issued in good faith, subject to company policies, board approval, and individual eligibility.

Hours - 11am-7pm MST Saturday - Wednesday

Location - Edmonton

As a customer support representative at AfterSell by Rokt, you will play a pivotal role in ensuring customer satisfaction. Your primary responsibility will be to assist customers through live chat and email (using Intercom) to resolve any issues they encounter. This involves providing timely and accurate information, troubleshooting technical problems, and addressing concerns or complaints in a professional and empathetic manner.

About the role

• You’ll manage support tickets. You'll be working in Intercom to respond to live chat and email customer queries that come in.
• You'll guide our customers. You’ll work with our customers to educate them on how to use our app to be most successful.
• You'll address customer issues. While some tickets are fairly simple and straightforward, there may be more complex and deep rooted issues that require HTML/CSS skills to resolve. You will work to find solutions to these problems and bring it to the technical team if you’re unable to solve the issue.
• You'll collect customer feedback. We are extremely customer centric and we value every bit of feedback from our customers, whether it’s positive or negative.
• Join us at AfterSell by Rokt and be part of a dynamic team dedicated to empowering eCommerce merchants and driving success in the ever-evolving digital landscape.

Requirements

About you

• You put customers first. You constantly put yourself in the shoes of our customers, thinking about the implications of what you're doing. This reflects in your work — thoughtfully communicating our product, advocating for customers at product meetings, etc.
• You have strong technical skills. Experience with HTML, CSS, JavaScript.
• You have strong communication skills. You have the ability to teach and present concepts in a compelling way.
• You have good values. You have high integrity, strive for excellence, value respect (of others and yourself), and believe in the power of collaboration.
• You have an entrepreneurial drive. You are comfortable with rapid change and high pace excites you.
• You believe in hard work. You understand that the world's best companies are built by talented and hard working people.
• You know what the priority is. You know how to prioritize tasks effectively to drive progress and achieve goals.
• You're a first principles thinker. You are driven to solve the core problem, holistically, by working with people and using the resources available to you.
• You love what you do. You genuinely enjoy every aspect of your role, finding fulfillment in helping merchants succeed and contributing to the company's growth.

Benefits

About Rokt’stars:

As a mission-driven, hyper-growth community of curious explorers, our ambition is to unlock real-time relevancy in ecommerce and beyond. Our bias for action means we are not afraid to quickly venture into uncharted territories, take risks, or challenge the status quo; in doing so we either win or learn. We work together as one aligned team, never letting egos get in the way of brilliant ideas. We value diversity, transparency, and smart humble people who enjoy building a disruptive business together. We pride ourselves on being a force for good as we make the world better. 

About The Benefits:

We leverage best-in-class technology and market-leading innovation in AI and ML, with all of that being underlined by building and maintaining a fantastic and inclusive culture where people can be their authentic selves, and offering a great list of perks and benefits to go with it:

• All employees have access to our LevelUp! program, providing opportunities for coaching, courses, and training to support career growth and development.
• Become a shareholder. Every Rokt’star gets equity in the company
• Enjoy catered lunch every day and healthy snacks in the office. Plus join the gym on us! 
• Extra leave (bonus annual leave, sabbatical leave etc.) 
• Work with the greatest talent in town
• See the world! We have offices in New York, Seattle, Sydney, Tokyo and London

We believe we’re better together. We love spending time together and are in the office most days (teams are in the office 4 days per week). We also get that you need to balance your life and your commitments so you have the flexibility to manage your own hours and can spend up to a week of every quarter working from anywhere.

We at Rokt choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing & keeping the best talent. Equal employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If this sounds like a role you’d enjoy, apply here, and you’ll hear from our recruiting team.

Note: The first stage of the recruitment process for this role is to complete a 15-minute online aptitude test, which will be sent out to your application email. Successful candidates will be contacted to discuss the next steps