CUSTOMER SUCCESS SPECIALIST

We are…
Seal Commerce is a product company with branches in  Singapore & Vietnam, founded by Vietnamese.. We are on a mission to help brands create the best ecommerce experiences for users worldwide.
Growing rapidly since 2018 and are looking to expand in 2021, proud to support 100,000+ customers so far. We believe that this is a great foundation that allows us to become e-commerce & product design experts in the industry.
With a team of talented people who are eager to learn and develop further as the best product building specialists in order to create a convenient, delightful and best user experience. We are looking for someone like you, to build a great and world-class user experience for users. Let’s join us to collaborate & build, learn and grow together.
Why we’re looking for you 
We are looking for an experienced Remote Technical Support Specialist in this high growth rate stage, who will primarily be covering North American business hours, from 9:00 am to 6:00 pm EST from Sunday to Thursday. 
As a customer-facing support engineer, your role will be to provide live-chat based technical support to corporate customers while ensuring ticket resolution and customer satisfaction. 
We take intense pride in helping global merchants handle their online business operations. Your contribution to technical problem solving will have a dramatic impact on thousands of entrepreneurs and enterprises around the world.
You’re a great match if
You’re passionate about solving problems and helping people.
You’re an excellent communicator who makes sure nothing slips through the cracks.
You’re a self-starter who loves taking initiative and seeing things through to completion.

You have the curiosity and desire to learn and grow your skills.
You take pride in the quality and craftsmanship of your work rather than just doing it to get it done.
You’ll do
Provide New User Education: Welcome new users and deliver thorough answers to questions that may arise as they learn the app
Troubleshoot: Communicate with users to understand the issues they’re experiencing, and give updates in a friendly & timely manner
Maintain Coverage: Help our support team and users by covering certain “time blocks” during which you will be monitoring live chat and email for inbound messages from users
Conduct Case Escalation: Collaborate with Technical Support team members to escalate code-related threads or potential bugs.
You have…
3+ years of experience doing customer support for a US based tech company, ideally a software company. Live-chat support experience is an advantage.
Experience & background in handling HTML/CSS/Javascript.
Good Knowledge about e-commerce is a big plus.
Fluency in the English language, demonstrated in communication and writing skills.
Flexibility with working odd hours on a set schedule (dependent on location).
A great attitude and desire to help people
A stable, high-speed internet connection.
Tech-savvy (technical support experience is a huge plus)
Experience building a website with Wix, Squarespace, WordPress, Weebly, etc is a plus
We offer
Competitive salary (depending on your skills and experience)
Yearly Salary Package: 13th-month salary bonus + Performance bonus: up to 3 months.
Clear vision of your career progress: performance review with potential for raise 2 times per year and Team Leader promotion opportunity.
Days off: 12 annual leaves/ year.
Why you’ll love working here
Learn product-thinking and customer-centric mindset.
Collaborative and supportive environment
Young and passionate colleague
Clear & Scientific Agile Framework on the whole company workflow & culture.
Deliver a top-notch customer experience which helps customers to maximum their benefits
Become an expert with in – depth knowledge about world-class products and services
Own valuable customer relationships in one of the fastest thriving industries.