Customer Support Specialist

About Whop

At Whop, we’re building a farmers market for the internet where people can set up storefronts, accept payments, find customers, and connect with customers . Our mission is to deliver everybody a sustainable income. We are bridging the gap between commerce and connection amidst an exploding internet economy.

We earn creators on our platform almost $1B / year with a team of about 70 people based in Brooklyn, NY.

About the role

✅ Salary: $48,000 + Equity
📍 Remote: This position offers the flexibility to work from anywhere in the United States.
Available shifts are 8:00 am - 4:00 pm and 4:00 pm - 12:00 am EST. Enjoy a 5-day, 40-hour work week with a monthly rotating schedule.  

As a Customer Support Specialist, you're the go-to person for our users and creators, fielding their questions through live chat on Intercom. You'll be the hero who troubleshoots and resolves issues, making sure every response is clear, comprehensive, and leaves our customers smiling. If a problem needs a bit more brainpower, you’ll team up with colleagues to find the perfect solution and escalate when necessary. Your mission? Keep our customers thrilled with fast, friendly, and effective support.

Your First 30 Days:

• Day 7: Meet the team, dive into our products, and get comfy with tools like Intercom. Start grasping basic workflows and the ins and outs of customer support.
• Day 14: Shadow the pros, watch and learn from customer interactions, then jump in to handle simple tickets with guidance. Master our escalation procedures and dig into the knowledge base.
• Day 21: Take charge of your own tickets, collaborate with other teams on tricky issues, and polish your communication and customer satisfaction skills. Join team meetings to pitch ideas for process improvements.
• Day 30: You’re now flying solo with a full load of tickets, solving problems like a pro. Collaborate across teams as needed, and get feedback to refine your skills and set goals for the next 60 days.

Who You Are:

• Whop Savvy: You’ve used our platform and know it inside out.
• E-commerce Expert: You’ve got deep knowledge or experience in the e-commerce world.
• Analytical and Strategic: You think big but aren’t afraid to get into the nitty-gritty.
• Creative Problem Solver: You love finding unique solutions to tough problems.
• Communication Guru: Your written and verbal skills are top-notch.

What You’ll Be Doing:

• Be the first point of contact for users and creators, managing inquiries via Intercom.
• Troubleshoot and resolve issues with clear, easy-to-follow guidance.
• Work with the team to tackle complex problems and escalate when necessary.
• Keep customer satisfaction high with responsive, effective, and friendly support.
• Jump into team meetings and help us continuously improve our support game.

Qualifications:

• Previous experience in customer support or a similar role.
• Excellent communication skills—both written and verbal.
• Strong problem-solving chops and a focus on the customer.
• Ability to juggle tasks and manage time in a fast-paced environment.
• Familiarity with Whop, Intercom, Slack, and Linear is a bonus.
• Ready to work different shifts, including nights and weekends.