Customer Solutions Specialist

AfterSell by Rokt is a dynamic team dedicated to empowering eCommerce merchants and driving success in the ever-evolving digital landscape.

As a Customer Solutions Specialist, you’ll play a key role in supporting our partners as they navigate the Aftersell application. Your primary responsibility will be to assist customers through live chat to support them in having the best experience using our product. This involves providing timely and accurate information, troubleshooting technical problems, addressing concerns or complaints in a professional and empathetic manner, and passing product feedback along to our RPD Teams. You’ll also be responsible for working on projects to help strengthen and empower the Support Team in the form of experimenting with review generation, partner onboarding, and more.

We are an AI-first company. We're a team of builders. That means the person who spots the problem is usually the person who fixes it, and "someone should build a tool for that" is treated as a volunteer sign-up sheet. We use AI and automation tools to move faster, and expect you to figure things out when the path isn’t obvious. If you prefer established processes and clearly defined lanes, you probably won’t like it here.

• Triage incoming live-chat conversations, helping route customers to the right person and prioritize urgent or complex issues.
• Accelerate technical troubleshooting by helping the team investigate issues, identify potential causes, and validate solutions before responding.
• Identify recurring support themes and develop scalable processes and automations to improve the customer experience.

• Manage Support Tickets. You'll be working in Intercom to respond to live chat and email customer queries that come in.
• Guide Our Customers. You’ll work with our customers to educate them on how to use our app to be most successful.
• Address Customer Issues. While some tickets are fairly simple and straightforward, there may be more complex. You will work to find solutions to these problems and escalate for additional support when the situation calls for it.
• Collect Customer Feedback. We are extremely customer centric and value every bit of feedback from our customers, whether it’s positive or negative.
• Drive Impact On Meaningful Projects. Be it building documentation, exploring partnerships with our clients, or improving ticket triage processes, you’ll be a meaningful contributor to growing our function to scale.

• Customer-First Operator: You instinctively put yourself in the customer’s shoes and advocate for their outcomes.
• Empowered by Context: You understand that our partners are running businesses, and we work to understand their missions and partner with them on their journey.
• Entrepreneurial & AI-First Mindset: You thrive in fast-paced environments, embrace rapid change, and use first-principles thinking (and AI tools where relevant) to solve core problems holistically.
• Disciplined Executor: You prioritize effectively, focus on what drives impact, and bring sustained work ethic and ownership to achieve ambitious goals.
• Compelling Communicator: You can simplify complex ideas, explain concepts clearly, and influence stakeholders through structured, persuasive communication.
• High-Integrity Team Player: You operate with humility, accountability, and respect. You value collaboration, give candid feedback constructively, and hold a high performance bar for yourself and others.