Support Specialist

San Francisco, CA
We're looking for an experienced and hard-working customer service specialist to help support Shaper’s rapidly growing user base. You will help train new users, diagnose and solve in-field user issues and collaborate on project consultations.

The Job Includes

    • Monitoring communications and interacting with users on a variety of platforms that includes email, phone, Instagram, Facebook, and our own Forum.
    • Answering questions and following up with leads and prospective users as they consider purchasing a Shaper Tools product
    • Helping to onboard new users
    • Tracking and managing RMAs for tools in the field, ensuring that users experience a minimum of downtime when a tool needs repair
    • Tracking and troubleshooting purchases and shipping logistics
    • Working with the QA team to evaluate and troubleshoot potential issues in the field

You Have

    • An ability to multitask on a wide variety of disparate tasks
    • Woodworking knowledge and experience
    • An ability and willingness to learn a variety of systems quickly
    • Curiosity, enthusiasm and level-headedness in time-sensitive situations

Bonus Points

    • You have familiarity with any of the following apps and systems: Zendesk; Mailchimp; UPS CampusShip; Typeform; Stripe; Shopify; Jira; Rapid7
    • You love building things!