Job Openings Customer Success Agent

About the job Customer Success Agent

About Us 
Caribshopper is an e-commerce marketplace, powering online ordering for manufacturers throughout the Caribbean. We have created a best-in-class experience for Caribbean producers and shoppers in the US, UK, and Canada.

What We Do 
Think of Caribshopper as the “Amazon of the Caribbean”. We deliver all of the comforts of home to the doorsteps of the members of the diaspora that live in the US within 5 days. We are hell-bent on becoming the number one location for consumers wanting Caribbean brands and products online.

Our Team 
The Caribshopper team is full of brilliant, dedicated people who are focused on revolutionizing the world of eCommerce in the Caribbean. It's no small task. That's why we're looking for forward-thinking, passionate, and confident team members who can leverage technology to help solve marketplace headaches.

Want to join us?

This Role: Customer Success Agent 
Reports to: Head of Customer Success 
Location: Preference is for candidate in Kingston, Jamaica

Key relationships:
Internal: Customer Success team, Logistics
External: Customers, Shipping Partners

About the job:
We’re looking for a candidate with customer service experience, and who will get great satisfaction from helping customers connect with Caribbean culture. 

You’ll play a critical role in ensuring customer success and developing lifelong relationships with Caribshopper. 

You will liaise between the customers, the Customer Success team, and external partners to ensure success, as defined by team KPIs, standards of service levels, growth, and customer satisfaction.

What you’ll do:
You’re kind of a mind-reader
  • You’re highly skilled at uncovering customers’ needs, then following through with helpful solutions. Not only are you the first person customers meet when they reach out to Caribshopper, but you’re also the person who guides them on our product selection
  • Always curious, you stay on top of news about Caribbean products and initiatives, ready to apply your learning in customer interactions
  • Your success is measured by team and individual productivity as well as overall marketplace performance

You’re a people-person
  • You will ensure customer success by providing exceptional customer service and resolving inquiries for customers via phone, email, and messaging. This may include: educating customers on our product-selection, updating order tracking, troubleshooting basic technical issues, and responding to incoming calls, chat, and inquiries.

You're a master documenter
  • This role includes documenting all interactions (phone calls, chat messages, emails) in the CRM.
  • You’ll promote customer loyalty to maximize retention. This may be done through identifying and escalating potential red flags that may lead to customer frustrations.

You're a team player and collaborator.
  • This role works with other team members in the USA, Jamaica, and Trinidad to grow the Caribshopper Customer Database. You must be ready to proactively identify problems, communicate potential solutions, and implement improvement

You believe in winning as a team
  • This looks like joining in on 2 weekly department stand-up meetings to keep up to date with current projects, initiatives, and customer health; one-to-one meetings with your Team Lead and/or the CEO; occasional company meetings to stay up to date with the direction of our company and industry; and occasional development meetings to learn about new enhancements to our marketplace


What we’re looking for:
  • 2+ years of exceeding customer expectations.
  • A creative problem-solver and forward-thinker. Someone not afraid to test the waters! 
  • Passion for Caribshopper’s mission, supporting Caribbean businesses, and improving the customer experience
  • Willingness to learn and embrace the guidelines behind Caribshopper’s unique selection of products.
  • Ability to solve practical problems and deal with a variety of variables in situations with inconsistent information, and willing to do what is needed to complete a task.
  • Strong people skills; you're approachable, a good listener, and empathetic
  • Detail-oriented; exceptional ability to document and follow processes
  • Excellent written, oral communication, and interpersonal skills
  • While we’re mostly working a traditional 9-5, you’ll need to be flexible with your schedule. Your work hours will be based on the team’s needs.
  • Familiarity with customer ticketing systems and/or customer engagement systems, Google Suite Skills (Google Docs, Sheets, Slides, etc.)
  • Experience working with Slack, Asana, HubSpot, or any Project Management Software, is a plus

What you can expect from us:
  • Competitive compensation
  • A chance to work side by side with the founding and global team

Or refer someone