Business Support Agent
To support Trustpilot’s rapid expansion, we’re looking for a talented and service minded Business Support Agent to join our team in New York.
Every month more than 1.5 million new reviews are posted on Trustpilot for one of the thousands of businesses included in our review community. It’s no exaggeration to say that we’re growing at lightning speed. Every single day Trustpilot enables consumers to choose with confidence while enabling companies to grow their businesses. Behind our global success is a passionate, international team working in a fast-paced, fun, vibrant environment. Does this sound like your kind of workplace?
Providing support to our customers by all available support channels such as chat, phone, email, and other various communication platforms. You will work closely with sales and account managers to build working relationships and continue knowledge sharing. The support team is often the most common way our customers interact with us, providing top class support to both customers and reviewers.
What you'll be doing:
- Provide support to companies and our community by email, chat and phone to assist implementation and troubleshooting of our product
- Monitor incoming email alerts to the Helpdesk system and access the system frequently to ensure that any open tasks are acknowledged and responded to
- Assist our customers with any technical issues that are preventing them from setting up / using our services.
- Build and maintain “best practices” and self-service guides enabling customers to solve future issues
- Work closely with New Business, Customer Success and Product teams to ensure the best service for customers
- Work quickly and efficiently to ensure all customers and consumers receive support in a timely manner
- Be comfortable with both B2B and B2C support and familiar with tools such as Zendesk, Salesforce, Slack, Jira and eCommerce solutions.
- Provide excellent teamwork with Support Agent's on a global plan
Who you are:
- Fluent in Spanish and English
- Experienced in customer support within digital commerce
- Basic understanding of e-commerce and SaaS products
- Ability to provide a high level of service and delivering a consistent performance against KPIs
- Ability to independently stay organized and maintain a high workload
- Ability to remain positive and professional while communicating
- Capacity of explaining new concepts and provide training on products to other team member
- Advantage to have Zendesk experience and knowledge about Frontend technology and Ecommerce concepts
What's in it for you?
- A competitive base salary of $62,000 gross per year. The base salary range stated doesn't include any variable pay such as bonuses, awards made under Trustpilot's equity program, or other benefits.
- 20 vacation days + 2 personal days +10 paid holidays per year
- 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
- Commuter benefits program that allows you to use pre-tax dollars for eligible commuting expenses, including public transport and parking.
- Rich learning and development opportunities supported through the Trustpilot Academy, LinkedIn Learning and Blinkist
- Full health insurance
- 401k matching your contributions dollar-for-dollar up to 4% of your base salary
- Discounted club membership at Life Time Fitness
- 24/7 Employee Assistance Plan and full access to Headspace, a popular mindfulness app to promote positive mental health
- Paid parental leave for employees who have been employed for over 6 months with full scope of benefit after 12 months
- A friendly, open office complete with a basketball shootout game, roof deck with wifi (rooftop meeting anyone?!) and unlimited snacks and drinks
Still not sure?
We are Open to All, which means we want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you!
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About TrustpilotAt Trustpilot, we’re passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we’re a place to connect with and influence businesses. For companies, we’re a platform for progress; a way to improve and innovate by engaging and collaborating with consumers.
We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be a tangible symbol of trust in an ever-changing world. With vibrant office locations all around the world and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.
Our purpose is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense.
A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go.
Join us at the heart of trust.
Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religion, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.
Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.