Customer Operations & Support at Junip

Junip is looking for someone to support our customers.

You will own everything we do with customers post sign-up (support, escalations, feedback, documentation, ops, etc). There is a lot of customer facing work (chats, calls) that needs to be done and a lot of operations (email campaigns, our AI support agent, documentation) that can be created/improved upon. This is an individual contributor role working with our CEO.

The Junip product

We operate a review platform at significant scale (10,000+ customers / merchants, tens of millions of shoppers / reviews). We also have new agentic product that is growing quickly. They both work together to help shoppers make purchasing decisions when buying from ecommerce stores.

What You'll Do

• Resolve difficult/technical customer problems via live-chat, email & video calls
• Get reviews from happy customers & resolve negative reviews through persistent, helpful follow ups (important growth channel)
• Write, maintain & improve our help documentation
• Manage Fin, our AI support agent, which resolves ~75% of customer problems
• Create new ways to scale & improve our customer support

Must have

• Written communication - explain complex ideas in simple, concise terms
• People skills - know when/how to escalate situations & when/how to de-escalate situations
• Web dev - diagnosing install issues (html, CSS, JavaScript, Liquid) & providing simple customizations
• Proven ownership - clear outcomes you've driven in a previous role
• Curiosity - actively learning more about the product, problems customers face & ways we can best support them

Nice to have

• Experience in ecommerce/ecommerce technology
• Experience in customer facing roles
• Experience driving outcomes with AI tools
• An interest in the craft of customer experiences & hospitality

Important things to know

• Competitive benefits, PTO & compensation
• We’re a small team
• Profitable + growing
• We have an office in Kitchener
• Day to day is typically flexible/remote
• Need to be EST, Canada, preference for candidates within 2 hours of Kitchener-Waterloo (London, Toronto, Hamilton etc)