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Tier 2 Support Agent



Customer Service
Tel Aviv-Yafo, Israel
Posted on Monday, March 27, 2023

If you shop online (and who doesn’t these days?), then chances are you’ve already interacted with Yotpo. We’re a leading eCommerce retention marketing platform, on a mission to help brands of all sizes turn one-time shoppers into customers for life. Loyalty programs, SMS and email marketing, subscriptions, and reviews are our bread and butter, but we have more solutions up our sleeve, too.

We have teams across the world, including the US, Canada, UK, Israel, Bulgaria, and Australia — and we’re still growing. Our primary goal is to deliver the best technology in the industry.

You can hear all about it in our latest brand video.

Sounds exciting? Then read on, because we’re in pursuit of the best and the brightest minds to help us achieve our vision.

We are looking for a customer service superstar with a technical flair to join our Tier 2 support team, work with some of the world’s top brands and have an impact on our current and future offerings!

If you’re tech-savvy but also a strong people’s person, who enjoys giving top quality support, speaking with people and handling complex technical issues - we’re waiting to hear from you!

Who are we?

Yotpo is the leading eCommerce marketing platform, helping thousands of forward-thinking brands like Rebecca Minkoff, MVMT, Bob’s Discount Furniture, and Steve Madden accelerate direct-to-consumer growth. Our single-platform approach integrates data-driven solutions for reviews, visual UGC, loyalty, referrals, and more. Brands with Yotpo are empowered to create smarter, higher-converting experiences that spark and sustain customer relationships. We integrate with the tools online businesses use every day, including Google, Instagram, top eCommerce platforms, and the rest of the martech stack. Yotpo is a Forbes Cloud 100 company with offices in New York, London, Boston, and Tel Aviv.

Role definition and responsibilities:

  • Act as a focal point for communication with the R&D and product teams
  • Handle Tier 2 cases quickly and efficiently
  • Act as a knowledge focal point within support
  • Create and update knowledge base articles used by Tier 1 agents
  • Conduct training sessions for Tier 1 agents
  • Accompany new releases and make sure support agents are familiar with them and have the tools to address issues related to them
  • Investigate and report bugs to the R&D team
  • Preference to work Monday through Friday

About you:

  • Availability for a full time position
  • Experience with the following:
    • HTML and CSS
    • SQL
    • Experience with Javascript and APIs a bonus!
  • 2 years of previous B2B technical support experience (Tier 2 experience - advantage)
  • Exceptional verbal and written communication skills in English and Hebrew
  • Excellent communication skills in phone calls, emails and training sessions
  • A tech-savvy self-learner who is capable of quickly mastering different fields within our product end to end
  • Proactive data-driven approach - spot recurring issues within our product and find the long-term solution that will address them
  • Go getter attitude - ability to drive other stakeholders towards a solution in complex situations
  • Great time management, prioritization and sense of ownership skills - able to self manage and “juggle” between different tasks with optimal results