Job description
About Extend:
Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions that enhance customer satisfaction and drive revenue growth. Our comprehensive platform offers automated customer service handling, seamless returns/exchange management, end-to-end automated fulfillment, and product protection and shipping protection alongside Extend’s best-in-class fraud detection. By integrating leading-edge technology with exceptional customer service, Extend empowers businesses to build trust and loyalty among consumers while reducing costs and increasing profits.
Today, Extend works with more than 1,000 leading merchant partners across industries, including fashion/apparel, cosmetics, furniture, jewelry, consumer electronics, auto parts, sports and fitness, and much more. Extend is backed by some of the most prominent technology investors in the industry, and our headquarters is in downtown San Francisco.
What You’ll Do:
- Support our Merchant Partners to maintain the integrity of their integration with Extend.
- Resolve support requests that directly impact our Merchants’ ability to provide Protection Plans to their Customers through the Extend Platform.
- Work closely with the product management and revenue teams through the Merchant experience.
- Be a strong advocate for the end user and be passionate about quality, troubleshooting, user experience, and testing.
- Manage complex technical problems and work collaboratively with other teams to resolve Merchant support requests.
- Set standards and processes around best practices for partner system integrations and help define documentation to support self-serve.
- Identify patterns in support requests and propose solutions that improve the Merchant experience and reduce ticket volume.
What We’re Looking For:
- 2+ Years experience in a Web Development, Software Engineering and/or Support Engineering role
- Excellent communication skills and ability to clearly explain technical concepts and solutions to internal and external stakeholders
- Experience with Zendesk and JIRA
- Ability to own what you are building and see it through from end to end
- Working knowledge of Javascript and JQuery
- Experience integrating with Javascript SDKs
- Ability to perform in a high-energy environment with dynamic job responsibilities and priorities
Nice to Have:
- Experience working directly with Merchants’ e-commerce projects
- Experience integrating common e-commerce platforms (e.g. Shopify, SuiteCommerce, WooCommerce, Magento, etc.)
- Familiarity with Typescript, React and Node.Js
- Familiarity with Datadog, SalesForce and Postman
Expected Pay: $50,000 - $60,000 Base Salary, plus $10,000 annually for On Target Earnings (OTE)*
*The base salary and expected OTE for this position are listed above. OTE is payable based on the Company’s variable sales compensation plan; employees who exceed annual sales targets may receive additional compensation. Incentive compensation will be provided as part of a total compensation package.
Life at Extend:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment.
- Competitive salary based on experience, with full medical and dental & vision benefits.
- Stock in an early-stage startup growing quickly.
- Generous, flexible paid time off policy.
- 401(k) with Financial Guidance from Morgan Stanley.
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