Technical Support Representative (TSR)

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over 3 years old

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About Returnly
At Returnly, we help brands that care about shopper loyalty offer better product returns. We are a financial technology services company that builds award-winning products that drive repurchase behavior and customer loyalty. We were backed at the beginning by smart money VCs in Fintech including some prominent members of the Paypal Mafia. Our headquarters are in San Francisco and we have offices in Chicago and Madrid. We are on a mission to de-risk online commerce and are building a team of amazingly talented people to help us do it.

Returnly has recently been acquired by Affirm, whose mission is to deliver honest financial products that improve lives. By building a new kind of payment network — one based on trust, transparency, and putting people first — Affirm empowers millions of consumers to spend and save responsibly and gives thousands of businesses the tools to fuel growth. 


About the role
At Returnly, we value you as a whole person. We care about your skills, but more importantly, we care about the kind of person you are and the attitude you bring to the table.

As a Technical Support Representative (TSR) based in Chicago, you will work directly with merchants who are serving millions of shoppers around the world. You will find success in this role if you are a thoughtful problem solver who’s willing to track down the root cause of the most technical challenges.

About you...

  • You are passionate about solving complex problems
  • You have a strong sense of ownership and responsibility
  • You are flexible and seek clarity when faced with ambiguity
  • You have your own opinions and are not shy about them, however, you value consensus and strive to achieve it
  • You are not afraid to change your mind given new facts, nor are you afraid to admit your mistakes
  • You have excellent communication skills and are able to explain your ideas clearly and concisely and you enjoy sharing them
  • You are very serious about the quality of your work and you hold your colleagues to the same standard
  • Ability to work independently in an unstructured environment

    • What you’ll be doing...

  • Answer and/or escalate all support tickets via email, live chat, and scheduled phone calls during day and evening shifts (i.e. 1p-9p CT).
  • Participate in curation of technical documentation to support new features released by Returnly’s product team.
  • Be an ambassador for your customers: Write feature requests and bug tickets that support their long-term success on Returnly’s platform.
  • Collaborate with external partners and vendors when a challenge merits third-party involvement.
  • Work cross-functionally with Returnly’s Product, Engineering, & Go-To-Market teams to identify the root cause and solve technical issues.
  • Develop and improve support processes as Returnly scales the Support team.

    • Your background

  • Bachelor's degree (or equivalent experience).
  • 1-3 years of relevant industry experience (eCommerce, SaaS) in a technical, customer-facing role.
  • Proficient in reading & applying knowledge from documentation.
  • Working-knowledge of web technologies (HTML, CSS, HTTP, APIs, etc.)
  • Strong interpersonal and communication skills that allow you to match technical complexity with the appropriate audience.
  • Exposure to the eCommerce technology landscape (OMS, 3PL, ERP, WMS, etc.) is a plus.
  • Experience using Zendesk is a plus.
  • Prior startup experience is a plus.
    • Our values

    Diversity - We are diverse, independent thinkers and still one team with one mission.
    Openness and empathy - We learn and grow by listening to our customers and each other.
    Integrity - We always do what’s right for our customers, Returnly and ourselves - in that order.
    Team - EQ is as important as IQ. We make time to help each other out.
    Commitment - We are curious and fearless. We own risk, outcomes and everything in between.