Title: Customer Support Specialist
Location: Remote (preference for candidates based in LATM or the the Philippines)
Reporting structure: This role reports to the Head of Operations and Success
Company Description:
Our client is building a new category of financial products that enable risk-free online shopping. They created products like Buy as Refundable and On-Time Delivery Guarantee to help merchants offer risk-free shopping experiences and earn net new revenue. They are trusted by 2,000+ merchant customers, from newly launched DTC brands to multi-billion dollar marketplaces. Headquartered in San Francisco and backed by tier 1 Fintech investors like Lightspeed Venture Partners and Foundation Capital they are incredibly well positioned for extreme growth!
About the Role:
Seel is hiring a friendly, driven, and enthusiastic Support Specialist to help shoppers with Seel’s product. The Support Specialist acts as the first line of defense for all of shopper’s questions. The ideal candidate will be able to adapt to a fast-paced environment, provide a high degree of professionalism, and be able to follow through with shoppers. The Customer Support Specialist will work closely with other support team members as well as our issue specialists. Our collaborative and rapidly evolving team will rely on the Specialist to give a great experience to our shoppers by solving issues completely, quickly, and correctly.
Quick facts:
- Raised $24M in funding from tier 1 Fintech investors like Lightspeed Venture Partners and Foundation Capital
- Series B startup that is profitable now --> 10x revenue in 2025 and have 3+ years of runway
Responsibilities:
- Follow-up and see through resolutions on customer inquiries across tickets, while maintaining a high customer satisfaction rating.
- Craft informative, timely, and instructional messages in response to issue related inquiries
- Active participant in team meetings and in assisting other colleagues across the company.
- Represent the voice of our merchants & Shoppers internally at Seel by sharing customer feedback using Zendesk processes.
- Meet monthly KPIs per month, including CSAT and SLAs.
Is this you?
- 2+ years of experience in customer service and/or technical support
- Full-time availability; Ability to work 5 consecutive days
- Excellent English written, oral, and interpersonal communication skills (minimum 50 WPM on typing exam)
- Natural enthusiasm for helping solve problems
- Ability to work in a dynamic environment without skipping a beat.
- Must be punctual and reliable.
- Strong deductive reasoning skills, with an ability to uproot the cause of a reported issue.
- Discretion in handling potentially sensitive information about merchants and/or shoppers.
- Consistent and dependable WiFi in a personal workspace that allows for a distraction-free environment.
- Previous experience meeting high-volume ticket targets (~65/day) with strong attention to detail and accuracy
- Experience using Zendesk or similar ticketing software is a plus
- Prior experience supporting e-commerce/merchants/shoppers is a plus
Our client is an equal-opportunity employer and values diversity in the workplace. We encourage individuals from all backgrounds to apply. If you're passionate about e-commerce and thrive in a collaborative, fast-paced environment, we want to hear from you! Join them in shaping the future of online commerce.