What is the focus of the role?

• Client Success: Act as the primary point of contact for our e-merchants, ensuring their ongoing success and satisfaction.

• Ticket Management: Efficiently handle both technical and non-technical requests from merchants, prioritizing and managing tickets effectively to ensure timely resolution and high satisfaction levels.

• Onboarding Support: Guide clients through the onboarding process, helping them fully integrate and adopt the JUST platform to maximize value.

• Training and Enablement: Facilitate product training sessions to empower merchants to optimize their checkout experiences and improve conversion rates.

• Feedback Loop: Gather valuable feedback from clients to inform product improvements and drive the development of new features.

• Cross-Functional Collaboration: Work closely with internal technical teams to communicate client needs and ensure swift problem resolution.

What About You and Your Approach to the Role

• Client-Centric Mindset: You prioritize client satisfaction and success, always striving to understand their needs and proactively address concerns.

• Problem Solver: You approach challenges with a solution-oriented mindset, quickly identifying issues and collaborating with teams to implement effective resolutions.

• Excellent Communicator: Your strong communication skills enable you to convey complex technical concepts clearly and effectively, both to clients and internal teams.

• Detail-Oriented: You pay attention to the details, ensuring thorough follow-up on client tickets and feedback to maintain high standards of service.

• Proactive Collaborator: You work seamlessly with cross-functional teams, fostering a collaborative environment to drive results and enhance the client experience.

• Data-Driven: You leverage data and analytics to identify trends, measure success, and inform your strategies for improving client outcomes.

• Passionate About Customer Success: Your enthusiasm for helping clients succeed is evident in your work, motivating you to go above and beyond in your role.

What We’re Looking For

• Education: Bachelor’s degree in a technical field or related area (advanced degree preferred).

• Experience: 3+ years in a technical support or customer care role, specifically handling both technical and non-technical inquiries; experience in e-commerce, SaaS, or fintech environments (e.g., Shopify, Stripe, Adyen) is a plus.

• Client Relationship Management: Proven ability to build strong relationships with merchants, ensuring timely and effective support.

• Technical Understanding: Strong understanding of the technical aspects of JUST’s solution to effectively address client inquiries.

• Time Management: Strong organizational skills with the ability to manage multiple requests and priorities simultaneously.

• Proficiency with CRM Tools: Familiarity with CRM tools such as Salesforce, HubSpot, or similar platforms.

If you are dedicated to fostering long-term relationships and driving client success in a fast-paced startup environment, we want you on our team!

Sounds like you? Then we should probably chat.

What’s the process like:

• The Screening Interview: 30-minute video call usually with our Chief of Staff to better understand where you at right now, how you project yourself in the future, and how it all relates to JUST’s path. It’s also during this first step that we talk about your salary expectations.

• The Who interview: A 45 minutes to 1 hour interview with members of the team related to he job you’d be applying for, to learn more about you as a person, your motivations, and your past experiences. Our goal is to understand who is applying to JUST.

• The Focused interview : Our Focused Interview is your chance to showcase how well your skills, experience, and values align with the role. This interview takes a deeper dive into the specific outcomes and competencies we’re looking for, going beyond a traditional job description. You’ll meet with team members who want to understand (i) your technical and (ii) behavioral skills, as well as (iii) how you align with our company culture. It’s designed to ensure that both you and the position are the perfect fit for one another. Think of it as the final step in making sure this opportunity is the right one for you, and a chance to highlight what makes you the best choice.

• Founder call: 30-minute discussion with one of JUST’s founders around vision, mission, and culture.

• Reference calls: Once we reach the founder call, we’ll get back to you asking for a couple of contacts to serve as references for JUST.

We’ll get back to you as quick as we can after each steps. Our process usually last over 2 Weeks.

💌 How long until you get back to me?

Once we receive your application, we’ll review it and get back to you within 3 working days.

After your initial call with our Talent Manager and at each step of the interview process, you’ll receive feedback via email within 1 working days.

If you don’t hear from us in time, feel free to nudge us with an email (we all miss a deadline now and then 😉)!