Customer Support Specialist
Description
Fluorescent Design Inc. is hiring a Customer Support & Quality Assurance Specialist in Canada.
About
Fluorescent is a fully-remote eCommerce software design and development company located in second bedrooms and home offices across Canada. As official Shopify partners, we actively develop and maintain a small catalogue of premium Shopify templates (called “themes”).
Our team is small, but growing. We value autonomy, collaboration, and empathy for the customer. Being a remote team means that we work asynchronously on most of our projects. We believe in empowerment over management, and trust that each member is self-sufficient in delivering their work while asking for direction or support when necessary.
We’re looking for someone who wants to develop their technical ability through authentic interactions with Shopify merchants, and who can be the voice of the customer in product discussions at our company. So far, our approach to customer support has been to attempt to strip out a lot of the sterile language of traditional email support. We’re people too, and we don’t mind our customers knowing it. By taking this approach, we’ve turned customers into clients, and clients into friends. We’re looking for someone who can embody this approach at our company.
We offer a competitive salary, two weeks vacation, remote work, and an opportunity to get in on the ground floor. Getting in on the ground floor means that you're going to have an impact on the way the company works. It also means that there won't be guidelines and that processes will occasionally be vague and ambiguous. If you're someone who needs a straightforward process to follow, this role might not be for you. The starting salary for the position is $45,000–50,000/year.
About the Role
As a Customer Support & Quality Assurance Specialist with Fluorescent, you'll have the opportunity to meaningfully enhance our customers’ experiences with our products – you’ll be responding to support tickets, improving support processes, maintaining and updating our customer-facing knowledge base, and anticipating where customers might struggle with our products by performing quality assurance checks on new features. You’ll also be called upon to do miscellaneous tasks associated with maintaining our theme catalogue (and not listed below)—we’re still small, and so you will be called upon to wear many hats.
In the first three months, you'll:
- Onboard to our customer support ticketing system (Front)
- Contribute to our templated customer support responses
- Contribute to our collection of support documentation
- Learn the ins-and-outs of our product catalogue
- Assist in QA and testing of new and existing features
In the first 12 months, you'll:
- Actively contribute to product planning sessions with the team by making sure that customer feedback is taken into consideration
- Conduct complete quality assurance checks on new and existing features from start to finish—including breaking reviews and browser compatibility testing.
- Work closely with the engineering team to guarantee a high-quality product
- Experiment with creative solutions and new technologies to create exceptional customer experiences
- Contribute to our standards of technical documentation
Relevant Skills & Technical Knowledge
Basic familiarity with HTML and CSS are necessary to function effectively in this role. If you’ve attended a code school or bootcamp, you’re likely an ideal fit. Familiarity with Shopify, or a similar ecommerce software product, GitHub, and Markdown is also an asset (though not entirely necessary).
The role requires strong written and verbal communication skills, as well as the ability to work remotely and self start. Because the role will involve a significant amount of quality assurance, being able to spot the difference between a good user experience and a bad one is also an asset (though we don’t expect you to be an expert on this from the start).
Finally, the role requires a systematic approach, and the ability to hold multiple variables in your head at the same time. If the idea of testing every permutation of a feature in order to discover where it breaks gives you a headache, this role may not be right for you.
About you
You’re a people person with a technical bent. You like to talk and to tinker. Perhaps you’ve tweaked websites for family or friends, or attended a code school. Perhaps you’ve worked a retail job and know what it means to have to deal with the public. You are able to manage your own time and prioritize the work that needs to be done with limited supervision. You’re curious and not afraid of figuring things out.
Diversity and Inclusion
At Fluorescent, we believe that a diverse, inclusive company is a strong company. We encourage Indigenous people, women, people of colour, people with disabilities, members of LGBTQ+ community, and other under-represented groups to apply.
If you don’t meet all of our requirements exactly or have taken a non-traditional professional path we still want to hear from you! Use your cover letter to tell us about your unique experience – we understand that talent comes from many places and that skills are transferable.
Application
Only shortlisted candidates will be contacted. Note that all Fluorescent roles require a short assignment to be completed after the initial interview - this should take 2-4 hours and is used to ensure that our hiring processes are merit based. A cover letter is a required part of the application process. It need not be excessively formal — just introduce yourself and why you think you'd be appropriate for the role.