Remote Customer service Jobs · Intercom

• Own complex or high-impact brand tickets through resolution, applying judgment beyond macros within established frameworks.
• Serve as the first escalation point for issues, guiding them through active tickets and chats.
• Identify root causes behind recurring issues and recommend fixes, not just workarounds.

ShopMy is transforming e-commerce by building the infrastructure for human-led curation at scale, helping brands run performance-driven creator programs while enabling top creators to monetize their influence. It recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures, and offers a fast-paced, high-growth environment with accomplished teammates.

• Respond to users and guide them through product use via Intercom.
• Handle requests with empathy, escalate complex cases, and document solutions.
• Maintain clean processes and improve standard responses.

• Lead and manage Tier 1 and Tier 2 support teams to ensure timely issue resolution.
• Champion an AI-first support culture by driving adoption of AI-powered tools for faster, higher-quality customer support.
• Monitor support metrics, provide mentorship, and collaborate cross-functionally to drive continuous improvement.

Clearer.io reimagines eCommerce by enhancing search, discovery, and customer engagement through innovative apps. We are a global, collaborative team focused on empowering eCommerce brands to accelerate growth, with a culture built on creativity and transformation.