Customer Care Lead

Polar Analytics is the full-stack Business Intelligence Software that integrates in one click with all the apps fast-growing Shopify merchants use to grow. Launched in 2021, we already power 800+ indie brands (and future retail giants) like Fanjoy, Soko Glam, Polène, From Future, or Merci Handy, with a 5-stars rating on the App store.

Learn more here: Join the Polar Analytics team

Why this role?

• Empower thousands of entrepreneurs to grow their online brand, with a solution they use daily
• Join us at one of the most exciting moments of our history: high growth month over month! Lots of opportunities to evolve quickly in the company 🙂
• Be at the forefront of the DTC ecosystem, get an inside view of the fastest-growing brands, and become a knowledge expert in fast-growing industries like DTC, E-commerce, and Data.

Responsibilities

• Create support systems that will help our customers answer their most pressing as we grow: self-serve documentation, self-diagnosis for bugs
• Create and prioritise tickets on Jira. Help solve bugs or challenges that customers are facing (level 1, 2 and 3 support)
• Help answer customer requests using various communication tools: intercom, slack, email
• Be the owner of Operations & Support at Polar: help us improve and scale our operations today while keeping very high standards of care. You will need to build the team as the company continues to grow.
• Transform problems into scalable solutions, working hand in hand with the Tech and Success team
• Act as the voice of the customer, communicating needs or feature requests internally to influence the product roadmap

The job is made for you if…

• 🤖 You love the eCommerce and Data
• 🕐 You have a previous B2B SaaS experience or support experience (at least 2 years), preferably where you saw the Support team grow as the company scaled
• 🎓 Bachelor or equivalent in business school or engineering
• ⌨️  You know SQL or are willing to learn 🙂
• 🔈 You have exceptional written and verbal communication in English
• ✈️ You are passionate and humble, you always love to learn and share
• 🎖 You thrive with ownership and responsibility: you will be responsible to take our Support to the next level!

Company Perks & Benefits

• 💰Competitive salary & equity
• 💰Remote-first organization with a culture around impact rather than hours
• 🏖 5 weeks of vacation
• 💻 Latest MacBook Pro or equivalent
• 🩺 Complimentary private health insurance (we use Alan)
• 😍 Every quarter we organize a company-wide summit to discuss where we’re going and strengthen the social bonds (once traveling is safe, we’ll transform these summits into offsites!)

• Introduction chat with founder - 30 min
• At-home assignment - 2h
• Assignment presentation with CSM & founder - 1h
• Meeting with CEO & Team - 1h