Customer Success Hero
About UpsellPlus
We help the largest 1% of Shopify stores to grow their revenue and AOV through product recommendations.
Our need to hire
Our founder built a CS team of 3 full time support reps providing support, onboarding clients, and ensuring their success across all of our brands.
We need someone to come in to cover one shift Monday to Friday 4:00 PM to 12:00 AM (midnight) ET. Ideally you're located in or around UTC-11 timezone. Our customers are large Shopify brands ($3m -$150m/yr in revenue). We want to have someone who has experience with real Customer Success. Not just support. We reply to messages within 30 seconds and help merchants be successful. We check in with each customer every 6-12 weeks and suggest strategies to improve AOV, while also responding to any questions over live chat or hop on a call within 30 seconds.
What we’re looking for
- Background in a rapid fire and high level CS team for ecommerce saas
- Knowledge of the Shopify ecosystem, apps, and stores.
- Experience with Crisp or Intercom is deal. We use Crisp.
- A ‘Get Stuff Done’ mentality and ability to be proactive, see problems and work through them independently.
- Strong technical English skills, both written and spoken.
The challenges ahead
- Make our merchants win: Be so good merchants don't believe it. Hop on calls to help them onboard. Suggest improvements based on what you see.
- Customer obsession: Get 5 star reviews.
- Make us a better human-machine team: We invest heavily in AI tooling and internal dashboards. Knowledge of AI and how to apply to to CS is a plus.
Our tool stack
Crisp, Notion, Figma, Firebase, Google BigQuery, ChatGPT Pro, Slack, Jira, Loom, Mantle
Why us?
We are dead set on becoming the #1 AOV growth platform for Shopify.
We want to achieve that by earning our merchants ever growing piles of money with upsells. We’re focused on growth, but not at all costs. We’re bootstrapped, growing every month, and are profitable. We want to grow faster and do that with a strong team.
We operate as a truly remote-first, async-first company, allowing you to work when and where you are most productive. Results matter more than hours on the clock. But results matter.
We want someone who wants the challenge and work of being an early employee. And someone who cares about ownership and has pride over their work.
Beyond that, we would require someone who is:
- English speaking
- Overly communicative
- Has very high attention to detail
- Loves helping Shopify brands succeed
Hiring process
- Intro call: An initial video call with our founder
- Experience deep dive: Questions about your previous work (written)
- Team call: Talk to other members of the team and share your insights on a challenge we're having
- References: We talk to 2-3 people that you worked with before
Position details
- Location: Remote
- Work Schedule: 4:00 PM to 12:00 AM (midnight) ET
- Compensation: Clear monthly fee with bonuses if you hit your goal of speed, quality and reviews
