Operations Analyst: Customer Service Specialist

Columbia, MD
Operations
Full-time

Zentail is a fast-growing technology company based in Columbia, MD. Our web-based software makes it easy for retailers and brands to access and manage online sales channels such as Amazon, Jet.com, Walmart.com, eBay, Google, Shopify & more.

As a Customer Service Specialist, you will be responsible for ensuring the success of our customers. In many cases you will be the first contact for our customers when they have issue or questions with our software. You are expected to always be friendly, patient, empathetic, helpful and generally facilitate a great experience for our users.

WHAT MAKES US DIFFERENT?

    • we're a diverse team with complimentary talents
    • we always have fun, even in times of stress
    • we care deeply about each other's success
    • we empower growth through autonomy
    • our software platform is best-in-class
    • our pace of growth and innovation is unrivaled
    • our standard for customer service leads our industry
    • we're aggressively expanding our business to support and fuel the growth of the retailers who use our software

RESPONSIBILITIES

    • You will be responsible for deeply understanding our software and the needs of our customers.
    • You will be responsible for helping our customers learn how to get the most out of our software platform.
    • You will be responsible for troubleshooting their challenges using our software.
    • You will be responsible for clearly and concisely relaying their issues and feedback - along with your own ideas to improve the platform - to our tech team.
    • You will be responsible for continuously refining our Customer Service process and you will be expected to take on leadership roles as we build our Customer Service organization and train new members of this team.

NECESSARY TRAITS

    • friendly, team-oriented
    • resourceful with strong problem solving ability and unwillingness to give up prematurely
    • able to communicate clearly and confidently (written, oral)
    • able to handle unhappy customers with empathy and respect
    • driven, consistent, willing to go the extra mile, constantly learning

COMPENSATION

    • $50,000 to $60,000 base salary
    • stock options
    • full health benefits
    • semi-annual review for promotion
    • opportunities to work in other areas of the company (i.e. sales, marketing, onboarding)

ABOUT ZENTAIL
Founded by two University of Maryland, College Park alums (‘10, ‘11), Zentail is a fast-growing software platform and advertising agency for online retailers. We make it easy to sell products on Amazon, eBay, Jet.com, Walmart.com and Google Shopping.

WARNING
This role will be stressful, it will be frustrating, it will challenge the heck out of you. You will need to solve urgent problems for our customers in a timely manner -- all while making them feel important and loved.

JOINING OUR TEAM
We’re looking for a full time Operations Analyst to specialize in providing our growing customer base with a consistently high level of service. This is a special kind of person willing to take on a lot of responsibility to support our company’s growth.

You will be the primary point of contact for our customers -- owners and employees of online retail businesses ranging from $1,000,000 to $100,000,000 in annual revenue.

LOCATION
6750 Alexander Bell Dr, Suite 420, Columbia, MD 21046