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Implementation Specialist at Smile.io

Smile.io allows eCommerce store owners to deliver powerful and customizable rewards programs to their customers. These programs help stores delight their customers, keep their business profitable, and grow their community. We are powering thousands of rewards programs, and rewarding tens of millions of customers in eCommerce stores all over the world!

As a member of our Merchant Experience team, you will play a vital role in communicating directly with our eCommerce merchants to help them get the most out of Smile and grow their business!

We are looking for highly-motivated Implementation Specialists to help get merchants off on the right foot when growing their businesses through customer loyalty. We support merchants globally and we are looking to expand our coverage to ensure we provide the highest level of availability for them.

We are looking for someone who is eager to help eCommerce businesses grow. As an Implementation Specialist you will provide a healthy mix of selling and providing strategic insights. You're comfortable pitching a product and handling objections in the sales process. We are looking for someone to adapt to our form of “micro-selling” that includes, but isn’t limited to; closing on the phone, over live chat, and over email. Previous experience with Intercom is a huge bonus! In addition, we’re looking for someone who can proactively give strategic advice around the program. This will require some knowledge of third-party eCommerce apps.

We are looking to fill one remote position to work hours aligned to 9-5 pm GMT as well as 9-5 GMT +5, (with some flexibility +/- 1 or 2 hrs). Schedule would be Tuesday - Saturday or Sunday - Thursday, but open to other arrangements that provide full weekend coverage as well.

About the role:

As an Implementation Specialist, you will be working to support hundreds of merchants launching loyalty programs with Smile. This role is high-volume, 1:many. Most days will be spent interacting directly with merchants (or their agency partners) when they ask for help deciding if Smile is right for them and providing configuration guidance. You will also contribute to our strategy to help proactively address questions or issues from new merchants before someone asks for assistance. Alongside the rest of the Merchant Experience Team you will contribute to self-serve resources that help our merchants and agency partners guide themselves through the launch of their loyalty program and the crucial first few months following it.

If you love a challenging, high-volume environment where you can think on your feet, and delight customers, we want to hear from you!

Core responsibilities:
  • Engage with potential merchants through Intercom to understand their business needs and determine plan fit
  • Carry out ad hoc requests for product demos
  • Provide support with loyalty program launches based on best practices
  • Contribute to our ever-growing Help Docs with product demos and implementation resources
  • Support and delight our merchants through chat, email, phone, and Zoom video conferencing conversations
  • Collect and share churn reasons and product feedback from merchants in their first 6m through our internal tracking systems
  • Proactively reach out to merchants as per playbooks
  • Assist with any support overflow work
  • Engage and collaborate with a remote team spread across the world
Requirements: 
  • You have past experience as a BDR, trainer, product specialist, or similar roles at a SaaS company
  • You have the ability to creatively problem-solve and improvise in ambiguous situations
  • You can context switch, delving into varying degrees of complexity in requests over the course of a day
  • You have strong sales acumen, but don’t necessarily see yourself in a strictly sales role
  • You have excellent written and verbal communication skills
  • You have an insatiable curiosity
Bonus points if you:
  • Have eCommerce experience either via your own venture or through past roles
  • Have experience in 1:many, high-volume digital environments
  • Have a basic understanding of web technologies (HTML, CSS, JavaScript, APIs)
  • Have experience using Intercom
Sound Exciting?


Great! We'd love to hear from you. We aren't looking for just anyone to join our team, so our application process is not going to be your run of the mill application. We would love to see a cover letter that shows us your personality! ... and let's forgo your resume and just send us a link to your LinkedIn profile or other online resume. If you don't have a LinkedIn profile, just make sure that your cover letter addresses the requirements listed above and touches on relevant past experiences.

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