Customer Support Representative

About the company:

Palmsteet is a community-obsessed live shopping platform connecting over 2 million passionate collectors and sellers. Starting with plants in 2020, we've evolved to include handmade crafts, collectible toys, and unique finds from talented sellers worldwide.

Backed by top Silicon Valley VCs (a16z, Craft Ventures, Headline), we're building the 'World's Online Main Street'—bringing authentic personal connections and the thrill of discovering one-of-a-kind treasures to social online experiences.

With explosive growth over the past 24 months, we're scaling rapidly and looking for exceptional talent to join us in shaping the future of social commerce.

the company is looking for a Customer Support Representative who thrives in a fast-paced environment, has excellent customer service skills and has a strong desire to provide top-tier service!

This is an exciting opportunity to build relationships with the company users by assisting them with their needs, reinforcing our community standards and promoting the company as the top live-selling app in the marketplace!

The right candidate must be based in Mexico.

Responsibilities:

• Respond to user inquiries on our mobile app and desktop.

• Thoughtfully and courteously respond to all questions and issues in a timely and efficient manner.

• Track and record issues and data to inform the company of problems and requests for improvements.

• Contribute to the SOPs to enhance overall team efficiency.

• Collect, organize and summarize various customer cases to identify trends and potential system bugs.

• Ensure customer issues are resolved promptly through high-quality service.

• Continuously learn and adapt to new knowledge so you can provide the highest level of service.

• Perform other duties as assigned.

• Reliable computer, smart phone and reliable high-speed internet connection.

• Excellent American English reading and writing skills.

• 2-3 years of customer service experience and able to handle multiple customer issues simultaneously.

• Team player who works well with others

• Courteous and detailed written communication skills.

• Strong learning ability and initiative.

• Excellent technical skills – phone app technical skills are vital in this role.

• Native English speaking, writing and listening skills.

• Experience working in e-commerce platforms.

• Practical experience in summarizing and optimizing SOPs.

• Time spent living in the US preferred.

• An interest in plants and/or crafts.

• This position is fully remote, and candidate must be based in Mexico

• The hourly compensation range for this role is $8-$10/hr USD

• Shifts will vary, but will generally fall between 8AM-8PM ET, and will include a Saturday or a Sunday.

• Join a fast-paced startup culture where creativity and curiosity are valued.

• Collaborate with a passionate, nimble team and work directly with sellers of unique products.

• Be part of an exciting evolution in commerce, while helping shape what live shopping becomes next.

the company is proud to be an equal opportunity employer. We celebrate diversity and encourage applications from everyone—especially those whose identities are traditionally underrepresented in tech. We do not discriminate on race, religion, color, gender expression or identity, sexual orientation, ancestry, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law.

For roles in Canada, we also comply with the Employment Equity Act.