L0 Product Support Specialist

Location: Bengaluru

About Bite Speed

Hey there! We are a  Sequoia backed SaaS startup  on a mission to help  e-commerce  brands embrace  conversational commerce  as the future of selling online.

Currently,  2000+ Shopify brands  across  50+ countries  use Bite Speed to  drive 20%+ revenue  doing everything from Whatsapp marketing to chatbots & handling support across channels.

About

The Role

At Bite Speed, providing the  highest level of support  possible has been a priority from Day 0. We have a track record of  200+ 5-star reviews  on the Shopify app store with most of them mentioning our support, we openly brag about this.

We've grown 10X over the past year and as we try to do that again over the next year, the quality of customer experience is one thing that we can't compromise on, it should only go up.

What You'll Do

This role is a mix of supporting customers who reach out over live chat, calls & emails.
You'll be chatting with e- commerce business owners globally (50+ countries), understanding how they run their business & helping them setup our product to make them successful.
Recording and segregating technical issues and product requests from customers and routing them to product team.
Understanding roadblocks in product activation by watching videos of customers using the product and passing UI/UX suggestions to product team.

What Makes You a Good Fit

You care about creating a software service experience that parallels a Michelin star Italian restaurant.
You genuinely like helping people and making them successful.
You have a basic knowledge of SQL, JavaScript, Postman API testing and web debugging/analytics(not a hard requirement).
Experience at an early stage SaaS startup would be a plus(this is not a hard requirement).
You have a genuine interest in conversations with people from different backgrounds to learn about their lives.

Salary and Location

Location:

Bangalore

Expected CTC:  We pay top of market for the right folks and also offer generous equity (ESOP) to everyone in the team.

Our Purpose

At Bite Speed, work is personal. You could blame this on us being existential, but most of us are spending the best years of our lives doing this and we want to be purposeful about the kind of workplace we're trying to create.

Our purpose is about why we're here and what we care about:

- Personal Transformation
Wealth Creation
Winning Together

Our Values

Our values are about how we do what we do. Values define the right thing to do. We hire, reward and sometimes have to let go based on our values.

We have 5 core values:

- Go Above And Beyond
Making Things Happen
Say It Like It Is
Progress Over Perfection
Don't Take Yourself Seriously, Take Your Work Seriously

Perks & Benefits

Small things we've done to ensure we take care of our wellness, learning & keep things fun:

- Health Insurance - Health insurance cover and accident coverage for extra cushion and mental peace when rainy days hit us.
Quarterly Off-sites - Quarterly off-sites are a core part of the Bite Speed culture. Our off-sites range from intense quarter planning sessions to crazy mafia nights and competitive cricket matches (with a lot of trash talking).
Cult Fitness Membership - All work and no play makes jack a dull boy. Cult Fit and Cult Play passes to make sure we hit the gym more often.
Personal Development - We sponsor courses, conference tickets, books on a case to case basis to ensure we're constantly growing.
Salary In Advance - Trust first, by default. We pay out salaries in the first week of the month.

Skills:

jira,customer support,troubleshooting,on-call support,technical support,product adoption,online support,software as a service (saas),customer service,customer satisfaction