India onlyAbout CommentSold
CommentSold is the North American leader in live selling technology (ranked by G2), having enabled over 7,000 small to mid-sized retailers with live-selling tools, generating over 166 million items sold with $3.8B+ in lifetime GMV. CommentSold’s technology continues to provide businesses and creators of all sizes with best-in-class solutions for delivering engaging live video commerce experiences across all of their sales channels simultaneously. CommentSold moved into direct-to-consumer commerce via the acquisition of assets of Popshoplive, a community-driven livestream shopping marketplace app at the intersection of social, e-commerce and entertainment. In 2022, CommentSold debuted its lightweight video commerce plugin technology, Videeo, which gives any retailer or brand the ability to embed and go live with engaging, branded live video commerce experiences within days by easily integrating into an existing e-commerce stack.
CommentSold, America’s #1 live selling SaaS platform is looking for an Onboarding Specialist for Videeo For Shopify to join the team. CommentSold currently has over 50 people based out of India. As an Onboarding Specialist, you will be the first point of contact for our new customers, guiding them through the initial setup, educating them about our product features, and providing resources to enhance their understanding and usage of our platform.
Main Responsibilities
- Conduct welcoming onboarding sessions for new customers to introduce the product's features and benefits.
- Walk customers through the setup process and ensure they are fully equipped to use our platform effectively.
- Set appointments with new customers to ensure a smooth onboarding from start to finish
- Provide continuous support to customers on a frequent basis utilizing multiple channels (e.g., phone, email), answering any queries and resolving issues to ensure a smooth user experience.
- Direct customers to appropriate educational resources to facilitate self-learning and deeper product utilization.
- Maintain detailed records of customer interactions in CRM and follow up diligently
- Collaborate with the Customer Support and Customer Solutions Teams to relay customer feedback and contribute to product enhancements.
- Interact regularly with fairly complex software tools, including Videeo for Shopify, Zendesk, App Status, Salesforce, Calendly, Google Suite, Slack, Confluence, and Zoom
Qualifications & Skills
- Have experience working with a US company and working with customers based in US
- Bachelor’s degree in Business Administration, Communications, or related field.
- 2+ years of experience in customer onboarding, customer success, or a related customer-facing role, preferably in a SaaS environment.
- Excellent communication and interpersonal skills; Comfortable in spoken and written English, with the ability to communicate effectively with US-based customers across different time zones over video and audio calls.
- Excellent organizational skills and ability to manage multiple tasks and responsibilities effectively.
- Demonstrated ability to teach or train users in software or other tools, with a patient and positive demeanor.
- Proactive and self-driven with a strong commitment to improving customer satisfaction and driving successful outcomes.
- Familiarity with CRM software and other customer engagement tools.
We love our values
We’re building a community, our chosen circle, around a set of values that guide how we work and interact with the world around us. Our cultural norms at work can’t be turned off when the computer’s away -- we live these in every part of our lives. Our team isn’t for everyone, so if you’re right for it, the following values should resonate strongly with how you live your life.
Deliver for our customer COMMUNITY: We are committed to making our customers successful.
Do it as a TEAM: We actively listen to diverse perspectives and respond empathetically.
Help each other GROW: We are willing to get uncomfortable for the sake of our growth.
OWN it: We do our part to reach the team's shared goals and hold ourselves and others accountable.
DRIVE forward: We are determined to innovate for impact.
