Software Implementation Specialist, e-commerce (Remote, Australia)

About Okendo

We believe happy customers make the best marketers.

That’s why we built Okendo – the customer marketing platform that creates stronger connections between consumers and the brands they love.

Using Okendo, Shopify brands can grow faster and more efficiently by cultivating brand advocacy and maximizing lifetime value.

Our unified platform and unique suite of products for Reviews, Referrals, Quizzes, Loyalty, and Surveys is trusted by 12,000+ Shopify brands to turn one time shoppers into revenue-driving Superfans.

Position Summary:

As an Onboarding Specialist at Okendo, you will play a crucial role in ensuring a seamless onboarding experience for our low-touch and SMB merchants. Handling onboarding customer inquiries through chat email, and zoom support, you'll be at the forefront of providing first-level support, guiding users through software-related queries, and troubleshooting reported issues.

How you'll create impact:

Onboarding Coordination: Coordinate and oversee the implementation of Okendo for Low-touch and SMB onboarding and support High-touch onboarding to ensure a seamless go-live experience for merchants via chat and email.

Accountability: Monitor your personal metrics (such as but not limited to: go-live rate, go-live time, merchants satisfaction ratings, etc) and work with management to continuously improve those metrics.

Adherence to the team SLAs: Stay on top of assigned tickets/chats to ensure merchants experience quick response time and proactive followups as set in the team SLAs.

First-Level Support: Assist customers with general and software-related queries, instructing users on new features, and troubleshooting reported issues.

Coordination and Resolution: Coordinate and resolve incidents, escalating when necessary and ensuring timely follow-up documentation (emails, tickets, chats, etc.) after each interaction. Coordinate cross-functional work as needed and per onboarding procedures.

Proactivity: Stay on top of your assigned merchants by proactively following up with them regularly per the team SLA, and assisting with other team members’ onboarding tickets as directed by management.

CRM Maintenance: Uphold CRM standards through maintaining and following guidelines for ticket and pipeline hygiene including:

Ensuring all tickets include essential information (categories, company information, notes, etc.)

Ensuring all tickets are being properly updated and moved through the pipeline

Properly prioritizing and meeting expected resolution times for tickets

Critical Thinking: Utilize critical thinking skills to determine relevant solutions or features for the merchant's business.

Knowledge: Maintain state-of-the-art knowledge of the Okendo products and solutions

What we need from you:

Experience: 1 year of remote work experience in the tech or commerce industry

Communication Skills: Clear and concise written and verbal communication skills, adept at engaging both technical and non-technical users.

Technical Proficiency: Experience with Shopify or similar e-commerce platforms familiarity with SaaS and with CRMs.

Extreme Ownership: Take complete responsibility for actions, job, and output.

Quick Learner: Ability to learn rapidly in a dynamic environment.

Empathetic and Engaging: Display warmth and empathy in customer interactions.

Time Management: Strong time management skills.

Inquisitive Problem Solver: Display an inquisitive mindset and work to find solutions.

Conciseness: Ability to communicate concisely.

Hardworking: Demonstrate a strong work ethic.

Judgment and Commercial Acumen: Exhibit good judgment and commercial awareness.

Customer-Oriented: Friendly, patient, and customer-focused.

Why Okendo?

This is an opportunity to join a high-growth startup backed by some of the top investors in the world. You will have the opportunity to participate in the creation of a top-notch Success function from the ground up!