[Hiring] Technical Support @ltvplus

Role Description

As a Care Guide, you will be the heart and voice of our brand. Using the campaign's SaaS platform, you’ll manage a unified inbox to provide seamless, empathetic, and lightning-fast support. We aren't looking for "script readers," but we want proactive problem solvers who can navigate the platform and create "wow" moments for our customers.

• Manage and respond to customer inquiries across Email, Live Chat, and Forms via the campaign's SaaS platform dashboard (all non-voice).
• Utilize and suggest improvements for Workflows (Macros) and Response Templates to maintain SLA of under 18 minutes.
• Maintain a warm, professional, and "human" tone that aligns with our brand's personality and advocacy. No "bot-like" responses allowed.

Qualifications

• At least 1+ years in eCommerce Customer Support and Technical Troubleshooting.
• Proven experience using campaign's SaaS platform or relevant CRMs is highly preferred.
• Familiarity with Shopify or similar platforms is a must.
• Exceptional written English skills with a knack for conversational writing (clear, concise, and empathetic).
• Must have a reliable home office setup with high-speed internet (minimum 30 Mbps) and a backup power solution.
• Has good attendance record and sense of independence.
• High emotional intelligence; able to turn a frustrated customer into a brand advocate through patience and transparency.

Requirements

• Nice to have: Contribute to our self-service FAQ Knowledge Base to help customers help themselves.
• Basic understanding of HTML, and how JavaScript works.
• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Experience working with a SaaS platform.
• A quiet, cozy workspace to handle calls and chats like a pro.

Benefits

• Remote-first company with a team spread across the globe, embracing flexibility and diversity.
• Opportunity to work with various clients, bringing personalized support to enhance their customer experiences.

Company Description

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide.