Customer Support

Full Stack Support Engineer - Ruby on Rails

London, England   |   Full Time

At Judge.me, we are looking for an experienced software engineer who is looking for a challenge and wants to work on support automation in a dynamic international startup.


Amazing customer support is a key value at Judge.me, with over half the company part of the team. Rated at a perfect 5.0/5 on both the Shopify and WooCommerce platforms, our customer support is a fundamental part of our value proposition. As the technical lead of the entire support team, you will hold a key role in our continued company success.


Responsibilities:


  • Be the technical lead of the entire global support team, reporting directly to and working closely with our head of support.

  • Analyze customer interactions (programmatically, ideally) to predict problems and automate workflows.

  • Researching, diagnosing, troubleshooting and identifying solutions to resolve issues.

  • Solve technical issues and assist support agents when tier 1 and tier 2 support fails to solve on their own.

  • Work closely with the support manager to develop support tools, improve workflows and training program for tier 1 and tier 2 support team.

  • Document technical knowledge in the knowledge base, or oversee support agents doing so.

The ideal candidate gets a kick out of making processes ever more efficient while always delighting customers.

We provide intensive boarding and coaching when you join the team. We will explain our support work-flow, technical specifics about our software and Shopify, and share all knowledge that enables you to work in an efficient manner.

 

Requirements / Skills:

  • Superb problem-solving skills

  • A passion for providing high-quality customer support

  • Prior experience in technical or customer-facing jobs (online or offline) is a big plus.

  • Prior experience with text analytics, sentiment analysis and artificial intelligence tools relevant for this job are a big plus.

  • Familiarity with our tech stack:

    • Ruby, Rails

    • PostgreSQL

    • CSS, HTML, JavaScript

    • Concurrent processing with Sidekiq

    • Git, GitHub, GitHub flow

  • Familiarity with coding standards and best practices

 

Ideally:

  • Experience with e-commerce platforms, e.g. Shopify, WooCommerce, BigCommerce.

  • Good problem-solving skills with an understanding of data structures and algorithms

  • Security awareness

 

Company description:

  • Judge.me is a bootstrapped, profitable and fast-growing SaaS company.

  • We build our own products that customers love, most notably the Judge.me product review app on https://apps.shopify.com/judgeme with over 2900 five star app reviews and in active use by over 68000 e-commerce merchants.

  • We are a growth miracle, growing organically, and consistently doubling annually just by word of mouth with zero paid marketing.

  • Our team of 25  strong is very international, with about half expats in our Saigon based product team and a US support team based in Lima, Peru. Our new headquarter will be London, UK where we are hiring the product team going forward.

  • We currently work from home in UK but expect to have an office in the Park Royal area post lockdown. 

Why it is awesome to work with us:

  • Our team is small and growing steadily, your work will have a significant impact and be appreciated by our team members and customers.

  • We are diversified and international, with team members from all around the globe. In our Saigon office, about half the team is Vietnamese, and the other half is international, from UK, Singapore, Romania, Kyrgyzstan and more!

  • First hand experience with our customers while helping us. You can see thousands of e-commerce businesses, of all sizes and types, managing their businesses and learn from them.

  • Flexible work hours within reason. No overtime. No dress code, wear whatever you want (but wear something of course). The main thing we care about is the quality of your work. 

  • Open work environment. Ideas and feedback are welcome and appreciated. Criticism is always blameless and constructive. We want ourselves to improve after all.

 

We prefer candidates that send along with a cover letter with some information about why you are interested to work with us.


If you have additional questions, please write to us in English at careers@judge.me.

 

About the job (Summary)

Job Title: Full Stack Support Engineer - Ruby on Rails

Salary range: £53,600 - £69,300 per year.

Working days: Monday - Friday

Location:  London, UK

Start date: as soon as possible

Please state your previous work experience, your personal career perspectives, your possible working schedule and your current occupation, as well as questions about the job or Judge.me itself.

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