Customer Support Representative

📋 Description

• • Join Palmstreet, a rapidly growing, community-obsessed live shopping platform that's revolutionizing social commerce. We connect over 2 million passionate collectors and sellers, starting with plants and expanding into handmade crafts, collectible toys, and unique finds from talented individuals worldwide. Backed by top Silicon Valley VCs like a16z, Craft Ventures, and Headline, we are building the 'World's Online Main Street,' fostering authentic personal connections and the thrill of discovering one-of-a-kind treasures in a dynamic online environment. With explosive growth over the past 24 months, we are scaling rapidly and seeking exceptional talent to help us shape the future of social commerce.
• • As a Customer Support Representative at Palmstreet, you will be at the forefront of our user experience, playing a crucial role in building and maintaining strong relationships with our vibrant community. This is an exciting opportunity to directly impact user satisfaction by providing top-tier service, reinforcing our community standards, and championing Palmstreet as the premier live-selling app in the marketplace.
• • Your primary responsibility will be to respond to user inquiries across our mobile app and desktop platforms. You will be expected to address all questions and issues thoughtfully, courteously, and with exceptional efficiency, ensuring that every user feels heard and valued.
• • A key aspect of this role involves meticulous tracking and recording of user issues and data. This information is vital for informing the company about recurring problems, identifying areas for improvement, and contributing to the development of new features and enhancements.
• • You will actively contribute to the creation and refinement of Standard Operating Procedures (SOPs). By documenting best practices and optimizing workflows, you will play a direct role in enhancing the overall efficiency and effectiveness of the customer support team.
• • A significant part of your contribution will involve collecting, organizing, and summarizing various customer cases. This analytical work will help identify emerging trends, pinpoint potential system bugs, and provide actionable insights to our product and engineering teams.
• • You will be empowered to ensure that customer issues are resolved promptly and to the highest standard of quality. This requires a proactive approach, excellent problem-solving skills, and a commitment to customer satisfaction.
• • Continuous learning and adaptation are essential. You will be expected to stay up-to-date with new product features, policy changes, and support best practices to consistently provide the highest level of service to our users.
• • This role offers a unique chance to be an integral part of a fast-paced startup culture where creativity, curiosity, and initiative are highly valued. You will collaborate with a passionate, nimble team and have the opportunity to work directly with sellers of unique products, gaining firsthand insight into the heart of our platform.
• • You will be instrumental in shaping the evolution of live shopping and social commerce. By providing exceptional support, you contribute directly to the growth and success of Palmstreet and its community.
• • This position is fully remote, requiring you to be based in Mexico. You will need a reliable computer, a smartphone, and a stable, high-speed internet connection to perform your duties effectively.
• • The role demands excellent American English reading and writing skills, coupled with the ability to handle multiple customer issues simultaneously. Your courteous and detailed written communication will be key to building trust and rapport with our users.
• • We are looking for individuals with a strong learning ability and a proactive initiative to tackle challenges and find solutions. Technical proficiency, particularly with mobile applications, is vital for navigating our platform and assisting users effectively.
• • While not strictly required, experience working in e-commerce platforms and practical experience in summarizing and optimizing SOPs will be highly advantageous. A genuine interest in plants and/or crafts would also be a great asset, aligning with our core product categories and community passions.
• • You will perform other duties as assigned, demonstrating flexibility and a willingness to contribute wherever needed to support the team and company goals.
• • This role is a fantastic opportunity to grow with a dynamic startup, contribute to a unique and engaging platform, and make a tangible impact on a thriving community. We are committed to fostering an inclusive environment where diversity is celebrated, and everyone is encouraged to apply.