Technical Support Representative (TSR) at Returnly

| Chicago
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About Returnly
At Returnly, we help merchants turn product returns into new revenue streams. We're a financial technology services company that builds award-winning products that drive repurchase behavior and customer loyalty. Backed by smart money VCs in Fintech, we are one of the most well-funded startups in the San Francisco Bay Area. Our mission is to de-risk online commerce and we’re building a team of amazingly talented people to help us do it.
About the role
At Returnly, we value you as a whole person. We care about your skills, but more importantly, we care about the kind of person you are and the attitude you bring to the table. As a Technical Support Representative (TSR), you will work directly with merchants who are serving millions of shoppers around the world. You will find success in this role if you are a thoughtful problem solver who’s willing to track down the root cause of the most technical challenges.

About you:

  • You are passionate about solving complex problems
  • You have a strong sense of ownership and responsibility
  • You are flexible and seek clarity when faced with ambiguity
  • You have your own opinions and are not shy about them, however, you value consensus and strive to achieve it
  • You are not afraid to change your mind given new facts, nor are you afraid to admit your mistakes
  • You have excellent communication skills and are able to explain your ideas clearly and concisely and you enjoy sharing them
  • You are very serious about the quality of your work and you hold your colleagues to the same standard
  • Ability to work independently in an unstructured environment

What you’ll be doing:

  • Answer and/or escalate all support tickets via email and scheduled phone calls.
  • Participate in curation of technical documentation to support new features released by Returnly’s product team.
  • Be an ambassador for your customers: Write feature requests and bug tickets that support their long-term success on Returnly’s platform.
  • Collaborate with external partners and vendors when a challenge merits third-party involvement.
  • Work cross-functionally with Returnly’s Product, Engineering, & Go-To-Market teams to identify the root cause and solve technical issues.
  • Develop and improve support processes as Returnly scales the Support team.

Your background

  • Bachelor's degree (or equivalent experience).
  • 1-3 years of relevant industry experience (eCommerce, SaaS) in a technical, customer-facing role.
  • Proficient in reading & applying knowledge from documentation.
  • Working-knowledge of web technologies (HTML, CSS, HTTP, APIs, etc.)
  • Strong interpersonal and communication skills that allow you to match technical complexity with the appropriate audience.
  • Exposure to the eCommerce technology landscape (OMS, 3PL, ERP, WMS, etc.) is a plus.
  • Experience using Zendesk is a plus.
  • Prior startup experience is a plus.

Our values
Diversity - We are diverse, independent thinkers and still one team with one mission.
Openness and empathy - We learn and grow by listening to our customers and each other.
Integrity - We always do what’s right for our customers, Returnly and ourselves - in that order.
Team - EQ is as important as IQ. We make time to help each other out.
Commitment - We are curious and fearless. We own risk, outcomes and everything in between.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • FlaskFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • InVisionDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM
    • IntercomEmail
    • MandrillEmail
    • HubSpotLead Gen

Location

Right in the heart of it all. Conveniently located above the Lake/Clark L Stop and a ten-minute walk from Ogilvie Station.

An Insider's view of Returnly

What’s the vibe like in the office?

The Returnly office vibe is equal parts focused and collaborative. Our open office environment creates for some stimulating conversation and help is always easy to find. Also, our snacks cabinet/fridge is always fully stocked and the team Spotify playlist brings an eclectic mix of personalities together!

Cody

Account Executive

How has your career grown since starting at the company?

I have been promoted two times since starting at Returnly as a Sales Development Representative. As Returnly continues to grow, so does my career. During weekly one on one meetings with my manager we focus on developing new skills that will help me reach my career goals. Returnly is a team first company, but individual growth is a close second.

Tony

Corporate Partner Manager

What are Returnly Perks + Benefits

Culture
Eat lunch together
Intracompany committees
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Some Meals Provided
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