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Customer Support Specialist

Permanent contract
Paris
Salary: Not specified
No remote work

Salsify
Salsify

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Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. The company’s Commerce Experience Management (CommerceXM) platform serves as the system of record for products, accelerates time to market for products, facilitates cross-team and cross-organization collaboration at scale, and provides the insights needed to continuously optimize product pages across channels. The result is shopper-centric, frictionless, and memorable commerce experiences. Great commerce experiences that are delivered efficiently improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market.

In May 2021, Salsify acquired Alkemics, and its Supplier Experience Management platform which is used by large scale retailers in Europe to discover, list, and launch products from more than 20,000 brands.

Learn how the world’s largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf.

An Inclusive Place To WorkSalsify does not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at talent@salsify.com to request accommodations.

For more information, please visit:http://www.salsify.com.

As Salsify’s Customer Support team grows, we are looking for hard-working, customer focused support professionals to join our team.

As the first line of contact with our customers, you play a key role in ensuring their success using Salsify. You are our customer’s voice within Salsify as we strive to continually improve our product, our service, and our role as trusted advisors within the e-commerce industry.

As a Customer Support Specialist at Salsify, you will develop and maintain a deep understanding of the Salsify platform and our customers' specific needs while working alongside a team of dedicated and hardworking technical support professionals across the globe. You will gain e-commerce industry knowledge while helping our customers win the digital shelf. We don’t expect you to know everything - we want you to ask questions and learn new things while helping us deliver on our vision.

How you’ll make an impact:

  • Provide excellent customer support experience (via email, phone, and chat) by combining understanding, thoughtful insights, and concise responses
  • Resolve technical tickets that involve submitting layouts to multiple retail endpoints such as Amazon, Walmart, etc
  • Triage, research, and understand the customer’s need, causes, impact, and priority of incoming issues using Salesforce Service Cloud and Jira
  • Represent the support team while working multi-functionally with other groups; providing insights and advocating for our customers and team
  • Document processes and procedures as they evolve and assist in training new team members

You'll enjoy this role if you have:

  • You have 1+ years of experience in customer-facing, problem-solving technical support positions
  • You have a history of dedication and are known among your peers as the go-to person for help
  • You can clearly and thoughtfully explain new technical concepts to a wide variety of personas
  • You have deep technical, analytical, and problem solving skills
  • You have an appetite for knowledge and a desire to guide others - we care more about your ability to learn than pre-existing knowledge
  • You are organized and diligent
  • You are motivated to be a self-starter and individual performer, contributing to overall team efficiency and collaboration
  • You raise opportunities for process improvements and show willingness to be part of the solution
  • Experience with common support tools like Salesforce, Jira, GitHub, Ticketing tools (or similar)

Bonus points:

  • You are technical with a customer-first approach and comfortable with HTML, APIs, log files, networking, system architecture and solving ambiguous issues
  • You have a working knowledge of programming languages like Ruby, REGEX, Python, etc
  • You have experience in statistics and statistical packages and advanced Excel skills - you’re comfortable transforming data, manipulating various data types, and analyzing data sets
  • Knowledge of the challenges brands and retailers face in the e-commerce industry today

Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee on the job effectiveness or leadership potential. Our hiring process involves recognizing a person’s achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you!

Salsify’s mission is to empower brand manufacturers to win on the digital shelf.

Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsify’s growth and earned the company numerous top workplace awards.

We are headquartered in Boston, Massachusetts and have hubs in Lisbon (Portugal), Paris (France), and remote offices around the globe. If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you!

Please see our Candidate Privacy Statement for information on the personal data we process in connection with your application.

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