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Stitch Labs

Support Specialist

Support – San Francisco, California
Department Support
Employment Type Full Time
Minimum Experience Entry-level

Stitch Labs is looking for tech-savvy, personable, well-written people to help build our support team. As a Support Specialist, you'll be at the vanguard of Stitch's customer interactions, helping customers get the most out of the software. You’ll tackle technical emails, live chats, and phone calls, utilizing documentation, tooling, trial-and-error testing, and a healthy dose of logic to answer questions.

You'll be accomplishing all those tasks by developing an exhaustive understanding of the app and working closely with Stitch's small team of incredible engineers, designers, sales, and marketing folks. This is a team effort (and a cozy one at that). Every person at Stitch is dedicated to making life better for our customers, our colleagues, and ourselves.

What You’ll Do

  • Serve as the point of contact for technical questions from our customers. Help them understand how to use Stitch and its features, as well as work to resolve any issues that arise.

  • Learn Stitch’s product inside and out. The key to helping our customers is having a thorough understanding of the intricacies of Stitch. You’ll know how each feature works and what value it brings our customers.

  • Troubleshoot issues for customers. Use logical problem solving skills to validate issues and pinpoint the problem. This will include ensuring the correct settings are used, querying the database (using SQL), searching sync logs, and filing tickets in Jira.

  • Advocate for our customers. Make sure their voices are heard and provide data points to ensure the most impactful issues and features are addressed. 

  • Help improve the team. Everyone is tasked with making life better, from updating documentation to training teammates.  

What You Bring to Stitch

  • Experience in a client, customer, or user facing position

  • Strong problem solving skills - you aren’t intimidated by questions you don’t know the answers to

  • Technical aptitude - comfort with learning and adopting new technologies

  • Desire and ability to learn

  • An empathetic desire to help

  • A personality

Bonus Points

  • B2B or SaaS support experience

  • Experience with support software (like Service Cloud)

  • eCommerce or product based small business experience

  • Anything else you're awesome at (we'd love to know)!

About Stitch

Stitch Labs is the leading operations management platform for modern, high-growth retail brands.

Purpose built for today’s modern multi-channel retailers, our platform helps brands optimize their two most important assets: people and inventory. Our platform focuses on empowering the operations team, one of the most crucial teams in a growing brand, to align with marketing, sales, and accounting to execute on big ideas, quickly.

Stitch offers advanced capabilities in five key areas of retail business: inventory management, order management, purchasing, fulfillment, and reporting and financials, as well as a full suite of consultative services by our in-house retail experts to help drive the business forward.

With Stitch, modern brands gain the operational backbone they need to streamline and automate time-consuming tasks without losing the agility and flexibility to power rapid experimentation, innovation, and growth.

Today, Stitch Labs works with over 2000 of the fastest growing brands, 76 agency, and technology partners, and processes $4.5 billion in annual merchant transaction revenue, making us the fastest growing operations management platform on the market.

Why Stitch

  • Make a Difference – Start-up environment where every individual’s effort counts
  • Market Leader – More than 2000 brands trust Stitch to manage their business

  • Great Benefits - We provide health insurance (medical, dental, optical),  paid family leave, 401K, and equity

We embrace diversity and equal opportunity in a serious way. We’re committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We want to recruit, develop and retain the most accomplished people from a diverse candidate pool.

Given the pace of hiring at Stitch, we will not be able to offer relocation or provide remote work.

How to Apply

Remember, we're looking for someone who can process information and communicate it with personality. Your cover letter should make it immediately evident that you've taken the time to research Stitch's product and values. It should succinctly describe, not why you're qualified for a generic support job, but why you're the best fit for this position on our team. Why are you right for Stitch and why is Stitch right for you?

We're looking forward to hearing from you!




 

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  • Location
    San Francisco, California
  • Department
    Support
  • Employment Type
    Full Time
  • Minimum Experience
    Entry-level
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