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Technical Services

Wholesail

Wholesail

IT
Remote
Posted on Friday, March 8, 2024

About Wholesail

Wholesail is an early-stage (Series A) startup that builds software to connect wholesalers and their buyers by automating and digitizing invoicing and payment in the $5 trillion wholesale trade industry.

Wholesail was founded by a team of successful serial entrepreneurs whose prior startups were acquired by OpenTable and who worked together there as product managers, engineers and designers. The company is well funded with backing from a half-dozen venture capital firms and 20+ angel investors with backgrounds in FinTech, Payments, SMB Marketplaces, food distribution and restaurants.

About the Role

As a member of Wholesail Technical Services team you will wear many hats and play a pivotal role in helping supporting our customers. You’ll have a direct impact on the customer experience by helping us drive our support team processes.

  • Provide a white-glove support experience for our customers over email and phone to resolve their questions and concerns.
  • Manage daily support operations for our customers that require attention to detail including report generation, customer communication, case management, and coverage for recurring tasks when team members are unavailable.
  • Gather multiple data sources to troubleshoot integrated issues using Excel/Sheets, application logging and other available resources.
  • Provide guidance to ensure reliable connections between Wholesail and a customer’s accounting systems (e.g., QuickBook, NetSuite, Sage 50).
  • Actively participate in testing new and updated products, offering insights for improvement.
  • Work collaboratively across different teams to drive SOPs that guide our team to support current and new processes.
  • Engage with Engineering, Product, and Developer teams to escalate critical issues and provide valuable feedback.
  • Collect and convey user feedback to the product team to contribute to feature development.

Required Experience & Skills

  • 1 year of experience in a customer support role preferably in Fintech.
  • Proficiency with key tools for the job: G Suite, Remote desktop applications, Salesforce Service Cloud or other ticketing software.
  • Strong attention to detail and task management skills, even when moving quickly to respond to an urgent issue.
  • Ability to work collaboratively and know when to escalate an issue to solve time-sensitive customer issues.
  • Curious nature with a desire to learn new skills & master new tools.
  • Passion for providing great customer service and doing what’s right for the customer.
  • Ability to communicate technical concepts clearly and effectively, both written and orally with customers and internal teams.

Bonus Experience

  • Experience in Fintech or a related industry.
  • Team member of an early stage startup.
  • Experience with accounting software (QuickBooks, NetSuite, Sage 50).
  • Experience with providing technical support for integrated systems and applications.
  • Passion for or experience with hospitality, restaurants, or food.
  • College degree or certification in a technical field.

Benefits

  • Work with an experienced startup and a passionate, growing team.
  • Competitive compensation between $45K to $55K yearly.
  • Medical, dental, vision, short-term disability insurance and 401K.
  • PTO (Paid-time-off), paid sick days, and paid holidays
  • $2,000 towards a work-from-home office setup.
  • $50 monthly towards work-from-home internet.
  • $200 monthly to purchase products and services from our customers.