Customer Care Representative

Shopventory DBA Thrive exists to help businesses thrive by offering the analytics and optimization tools they need to make informed decisions. We're a total business solution, from ordering and receiving, to inventory controls, sales reporting and more.

The product is robust and complex. This means trained support expertise is a must. Helping retailers reach their goals is no easy task, but it's what we do every day and we're looking for generally awesome people to help us out!

As a Thrive Customer Care Representative, you'll be helping customers (and prospective customers) navigate our system via email, live chat, and the occasional phone call. As you gain a better understanding of Thrive, you'll be encouraged to grow and offer more contributions to help the company grow and develop a better product. Thrive gives you the chance to make a real impact and expand your role.

We are currently looking for a representative to work 9 AM MST - 6 PM MST (with an hour lunch).

The Ideal Candidate:

Perfect isn't possible, we know that. You'll struggle at first and make mistakes, but that's why we're looking to train and develop passionate people. Here are the traits we're looking for:

• You like people and are passionate about your customers having a great experience — Be the “rock” for our customers and company.
• You are tech savvy and trouble shooting comes naturally.
• You’re not afraid to hop on the phone, make a short video on Loom or email with a customer.
• You have superior communication skills — Writing will be most of your job. The ability to express complex things in a simple way is key to your success.
• You are a problem-solver — Get to the root of the issue, find creative solutions to complex problems, and do so with a smile! And if you can’t get to the bottom of it, you will work with our T2 software engineers to ensure a solution which could even mean a systemwide software change or fix.
• Sometimes you’re even somewhat of a business consultant, giving our customers ideas on the best ways to count the stock in their store or the best report to pull to get the numbers they are looking for.
• You manage your time wisely — You love finding opportunities to streamline and identify better, faster ways to get the job done.
• You are interested in learning new skills. This role does involve working with and looking at software code almost daily, becoming familiar with errors and what they mean. This is something we are happy to teach you, so don't fret!
• You like knowing the small details of how things work. You’ll need to have a deep understanding of our software platform in order to help our customers successfully implement it.
• You question the status quo — The Thrive team isn't like most other companies. You're expected to speak up, disagree, and challenge the way things are done whether it's to your direct manager or the CEO.
• Team player — Even when questioning the status quo, you still work within the team. We're friendly and respectful with each other here at Shopventory. We work hard to foster just the right balance.

Requirements

• 1+ years proven Customer Service
• Reliable WiFi

Bonus points for:

• Experience in tech startups and/or retail
• Has used a POS system or eCommerce platform, especially one we partner with
• Experience in video production, content writing, proficiency in Adobe Premier, editing video and voiceover
• Experience with support and communication platforms, such as Intercom, HubSpot, Slack, G Suite
• B2B experience within a start-up environment

Benefits

• Benefits
• Medical Coverage
• Dental Care
• Eye Care
• 401(k) Savings Plan with Discretionary Match
• Fifteen (15) Paid Days Off First Year of Service
• Twenty (20) Paid Days Off after 1 Year Anniversary
• Nine (9) Paid Holidays
• Tuition Reimbursement
• Recruitment Referral Bonus
• Stock Options
• Consideration for Discretionary Performance Bonus
• First Performance Review after 90 days, annually thereafter
• Fully Remote: Work from where you work best
• Company provided computer & accessories

Pay Range: $50,000 - $55,000 DOE

This information reflects the anticipated pay range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

Shopventory is proud to celebrate diversity and is committed to building an inclusive workplace.