Overview

Octane AI is an all-remote and venture-backed startup seeking a Customer Success & Support team member interested in developing the future of ecommerce.

Octane AI is developing conversational AI technologies that reimagines online commerce. Publicly, Octane AI is the leading Facebook Messenger & SMS marketing platform for Shopify and Shopify Plus brands. Octane AI provides a unified platform for connecting, converting, and retaining customers. Octane AI’s current and upcoming products democratize personalization and automation technologies previously only available to multi-billion dollar corporations. Some of our investors include General Catalyst, Boost VC, and M Ventures.

Your goal is to help Octane AI customers. This role reports into our Customer Success Manager and is part of the product team, although you will work with sales and marketing as well. You will work closely with our product team to provide quality support and feedback management to our growing community of customers. You will help answer questions from our customers about Octane AI, advise them on how to best use our product, collect and report on product feedback, improve our help documentation and think about ways to scale what you are doing.

Responsibilities

Support our customers. You will help our customers and community of merchants, from small businesses to our big celebrity users. You will help identify their problems and find solutions, all while maintaining a high level of empathy, personality, and professionalism. We want our customers to love you!
Answers customer questions via Intercom. We pride ourselves on our customer support. A lot of our merchants specifically mention our support as a reason they like working with us. You will make our customers feel respected and heard.
Aid in optimizing help documentation. Our help guides and documentation help our customers learn how to use the product better. You will work with the customer support team to make sure these are always up to date by providing feedback, both from customers and your own insight into what can be improved and what’s missing. Sometimes, other teams may need internal help documentation which you will help create.
Support our product team. You will be speaking with our customers, learning about their pain points and forwarding their requests and feedback to the product team. You will help keep feedback organized so that our product team can accurately assess which improvements our customers are looking for.
Set up our top clients for success. You will help our top customers with strategy suggestions as they get in touch with us. This means you’ll want to understand not just how a feature should work but how a merchant can best use a feature to increase their revenue
Work quickly and efficiently in a fast-paced startup environment. Be flexible enough to take on any task.

About You

You are patient and like working with people. This role is primarily about working with and helping people, that should be something that excites you. Prior experience in customer support is a plus but not required.
You are comfortable with technology and know how to spot an error in the javascript console to include in a bug ticket. You should be comfortable troubleshooting technology, software, computer, and/or Internet-related issues. You do not need to know how to code and are not expected to solve tech issues, only to report them clearly.
You have great communication skills. You must be able to communicate with our customers using excellent English skills and show them empathy and understanding. You need to be knowledgeable and likable anytime you communicate with our customers, whether it’s through email, chat, or phone. You should be able to explain the complexities of bots in an approachable way.
You’re a problem solver. You love it when you uncover new problems and you especially love finding out solutions.
You are organized and detail-oriented. You log everything and you never forget to send a follow-up email. You are organized, even in chaos.
You play well with others. You are adept at collaborating with marketing, product, and sales teams.
You are a self-starter with a knack for always finding something to accomplish. You’re excited about startups and the challenges and thrills that come with working at one.
You are willing to work European daytime hours. We are an all-remote team so you can work from anywhere. For this role we are looking for coverage during European day time hours (7:30 AM – 4:00 PM GMT) because that’s where we need more coverage helping customers.

Benefits

The ability to work from anywhere in the world. Our team works from New York, Portland, Barcelona, Austin, Canada, and more. Currently we have team members in 10 different countries. As long as you can get the work done, we don’t care where you are!
Flexible vacation policy, paid holidays, parental leave, and sick leave
Fitness and home office credits. We want your workspace to be your happy place.
Generous stock options
Growth and leadership opportunities. We invest in the tools and training that will help your long-term career.
An amazing team of wonderfully driven and talented people
Excellent health benefits: health, dental and vision insurance and 401(k) for US employees

More about working at Octane AI

– We believe the happier you are, the more productive you and the team are. Being a remote company allows us to work from wherever we’d prefer. Spend your evenings and weekends with your family/friends/hobbies.
– We hate bureaucracy. Feel free to talk to anyone on the team.
– Your ideas are welcome. If you know how to improve our workflow, our product, our processes, don’t be shy to share it.
– In our weekly meetings, we do a fun thing called “fast parrot”. Everybody, including the CEO, is involved. It’s a little weird and fun at the same time, especially if you are doing a meeting from a public place.
– We iterate quickly. Projects generally take days or weeks, not months. We have a collaborative environment where you can share a work in progress and get feedback quickly. We like to get something in the hands of customer and get their feedback as quickly as possible.
– Don’t work if you are sick. It’s way better to rest and recover quicker than work at half power for a long time.
– If you feel you are stuck with a task don’t hesitate to ask for help. There are no stupid questions and nobody expects you to know everything.

About Octane AI

Octane AI is developing conversational AI technologies that reimagines online commerce. Publicly, Octane AI is the leading Facebook Messenger & SMS marketing platform for Shopify and Shopify Plus brands. Octane AI provides a unified platform for connecting, converting, and retaining customers. Octane AI’s current and upcoming products democratize personalization and automation technologies previously only available to multi-billion dollar corporations. Some of our investors include General Catalyst, Boost VC, and M Ventures.