Job Description:

Retail-based Software Development firm seeking candidate for manager level position. Candidates should have on-the-job experience with customer service.

Retail Backbone (www.retailbackbone.com) is a web application designed to integrate eCommerce and brick/mortar operations for online retailers such as Moosejaw Mountaineering (www.moosejaw.com). We are looking for a reliable and enthusiastic customer service manager to train and evolve within our casual work-from-home team.

WORK FROM ANYWHERE: Our existing team of employees are spread throughout the state of Michigan, and all meetings are conducted via web conference, so location is not an issue; you can work from home, a coffee shop, or on the beach. If you have a laptop, reliable internet connection and the talent, we are interested.

In this position, you will be responsible for becoming a true Retail Backbone power user and understanding the clients’ retail operations. You will assist the clients with existing software functionality and outline bugs/enhancement requests for developer intervention.

Job Responsibilities:

• Become a true Retail Backbone “power user” – becoming proficient with all of the functionality within our software
• Documentation skills for processes and procedures (creating knowledge base articles, etc ).
• Understand the full life-cycle of clients’ retail operations
• Troubleshoot technical support issues via phone/email/Zoom
• Resolve non-technical (user error) problems
• Escalate bugs and enhancement requests that require developer intervention
• Create power-user training for new clients
• Prepare and deliver software demos and proposals for perspective clients
• Documentation skills for processes and procedures (creating knowledge base articles, etc.)
• Capable of managing responsibilities independently
• Excellent time management and organizational skills
• Most be accountable, organized, innovative and motivated; job requires detailed logging of all project work for billing and knowledge base
• Excellent oral and written communication and interpersonal skills

Salary range: $45K - $55K. In addition to our generous starting salary, we also offer flexible scheduling, telecommunication reimbursement, health insurance, and paid time-off.