Customer Support Associate, SMB

Job Description

Job Description

We are Rokt, a hyper-growth ecommerce leader. Rokt is the global leader in ecommerce, unlocking real-time relevance in the moment that matters most. Rokt’s AI Brain and ecommerce Network powers billions of transactions connecting hundreds of millions of customers, and is trusted to do this by the world’s leading companies.

We are a team of builders helping smart businesses find innovative ways to meet customer needs and generate incremental revenue. Leading companies drive 10-50% of additional revenue—and often all their profits—from the extra products or services they sell. This economic edge unleashes a world of possibilities for growth and innovation.

At Rokt, we practice transparency in career paths and compensation. At Rokt, we believe in transparency, which is why we have a well-defined career ladder with transparent compensation and clear career paths based on competency and ability. Rokt’stars constantly strive to raise the bar, pushing the envelope of what is possible.

We are looking for an Customer Support Associate

Target total compensation ranges from $67,000 - $74,500, including a fixed annual salary of $60,000 - $67,500, an employee equity plan grant, and world-class benefits.

Equity grants are issued in good faith, subject to company policies, board approval, and individual eligibility.

About the role:

Associates at Rokt are builders who turbocharge efficiency using AI, automation, and first-principles problem solving.

As a customer support representative at AfterSell by Rokt, you will play a pivotal role in ensuring customer satisfaction. Your primary responsibility will be to assist customers through live chat and email (using Intercom) to resolve any issues they encounter. This involves providing timely and accurate information, troubleshooting technical problems, and addressing concerns or complaints in a professional and empathetic manner. You’ll also be responsible for working on projects to help strengthen and empower the Support Team to execute on quality conversations at scale.

AfterSell by Rokt is a dynamic team dedicated to empowering eCommerce merchants and driving success in the ever-evolving digital landscape.

Requirements

What You’ll Do

• Manage support tickets. You'll be working in Intercom to respond to live chat and email customer queries that come in.
• Guide our customers. You’ll work with our customers to educate them on how to use our app to be most successful.
• Address customer issues. While some tickets are fairly simple and straightforward, there may be more complex and deep rooted issues that require HTML/CSS skills to resolve. You will work to find solutions to these problems and bring it to the technical team if you’re unable to solve the issue.
• Collect customer feedback. We are extremely customer centric and we value every bit of feedback from our customers, whether it’s positive or negative.
• Drive impact on meaningful projects. Be it building documentation, exploring partnerships with our clients, or improving ticket triage processes, you’ll be a meaningful contributor to growing our function to scale.

Who You Are

• Customer-First Operator: You instinctively put yourself in the customer’s shoes and advocate for their outcomes in every decision, communication, and cross-functional forum.
• Commercial Foundation: You bring demonstrable experience in outbound prospecting, demoing solutions, and managing accounts with a focus on driving measurable growth.
• Compelling Communicator: You can simplify complex ideas, teach concepts clearly, and influence stakeholders through structured, persuasive communication.
• High-Integrity Team Player: You operate with humility, accountability, and respect. You value collaboration, give candid feedback constructively, and hold a high performance bar for yourself and others.
• Entrepreneurial & AI-First Mindset: You thrive in fast-paced environments, embrace rapid change, and use first-principles thinking (and AI tools where relevant) to solve core problems holistically.
• Disciplined Executor: You prioritize effectively, focus on what drives impact, and bring sustained work ethic and ownership to achieve ambitious goals.

Benefits

Why Join Rokt

• Impact Across the Business: This role isn’t confined to one team - you will get exposure, and build subject matter expertise, in many areas of the business. You’ll gain a broad view of the company and improve how all teams operate. The solutions you build can save hours of work and drive significant business value.
• Innovate with AI: Be a pioneer in applying AI and automation internally at a company that truly values innovation. If you have creative ideas for using AI, Rokt is the playground to bring them to life.
• Endless Learning: Every project is a new puzzle to solve across different domains, so you’ll constantly expand your expertise in operations, analytics, product, and more. With Rokt’s rapid growth, new challenges and opportunities to learn will never stop coming.
• Empowered Culture: Join a team of owners in a culture that encourages you to act boldly and learn from every experiment. You’ll have autonomy to innovate, support when needed, and recognition when you deliver results.
• Great Environment & Benefits: Work with smart, down-to-earth colleagues in a vibrant, inclusive workplace. Rokt offers transparent career progression, continuous development opportunities, equity ownership, and perks to support your growth and well-being.

About The Benefits:

We leverage best-in-class technology and market-leading innovation in AI and ML, with all of that being underlined by building and maintaining a fantastic and inclusive culture where people can be their authentic selves, and offering a great list of perks and benefits to go with it:

• Become a shareholder. Every Rokt’star gets equity in the company
• Enjoy catered lunch every day and healthy snacks in the office. Plus join the gym on us!
• Extra leave (bonus annual leave, sabbatical leave etc.)
• Work with the greatest talent in town
• See the world! We have additional offices in New York, Seattle, Sydney, Tokyo and London

We believe we’re better together. We love spending time together and are in the office most days (teams are in the office minimum 4 days per week).

We at Rokt choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing & keeping the best talent. Equal employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If this sounds like a role you’d enjoy, apply here, and you’ll hear from our recruiting team.

Note: The first stage of the recruitment process for this role is to complete a 20-minute online aptitude test as well as an employee personality profile assessment, which will be sent out to your application email. Successful candidates will be contacted to discuss next steps.