Performance & Client Satisfaction

• Consistently meet or exceed departmental and individual performance goals, including metrics such as client satisfaction, initial response time, issue resolution, and quality scorecard results.
• Support client satisfaction efforts through analysis and outreach.
• Participate in workload management processes.
• Contribute to special projects as assigned.

Team Enablement

• Act as a peer mentor or coach to new team members; support Level 1 agents with training gaps and escalation guidance.

Qualifications

Minimum Qualifications

• 1+ years computer/technical/call center client service experience.
• Excellent communication (written and verbal English), interpersonal and problem-solving skills.
• Ability to organize work and multi-task.
• Demonstrated ability to write in a clear, concise, organized manner with an appropriate level of detail.
• Experience with Windows computing environment, MS Office.
• Effective collaborator with proven process improvement skills.
• Must have reliable Internet access.
• Prior experience with Ticketing and CRM software.
• Experience using AI tools (e.g., ChatGPT, Microsoft Copilot, Claude) to improve productivity through research, communication, analysis, documentation, automation, workflow optimization, and decision-making.

Preferred Qualifications

• 1 year of tech support experience, plus 1 year of working in a b2b software support role.
• Knowledge of APIs, EDI, XML, Flat Files and AS2, SFTP, HTTP communication protocols.
• Experience using the Rithum platforms.
• Prior experience working remotely.
• Bachelor’s degree in the applicable discipline or related field preferred.

Travel Required

Up to 10%

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What it’s like to work at Rithum

When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds.

As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you and your families, including comprehensive benefits and wellness plans.

At Rithum you will:

• Partner with the leading brands and retailers.
• Connect with passionate professionals who will help support your goals.
• Participate in an inclusive, welcoming work atmosphere.
• Achieve work-life balance through remote-first working conditions, generous time off, and wellness days.
• Receive industry-competitive compensation and total rewards benefits.

We believe in transparency and fairness in our compensation practices.

For this position, the expected base pay range is: $45,000-$70,000 per year.

This range represents the base pay for the role across all U.S. locations and is determined based on market data, internal equity, and experience. Final compensation may vary depending on geographic location, skills, and relevant experience.In addition to base pay, we offer a discretionary bonus for non-sales roles, a comprehensive benefits package, and, where applicable, sales incentives.

For this position, the expected discretionary bonus is 10% of the annual base salary.

Benefits

• Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1
• A 6% 401(k) match
• Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days
• 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave
• Accident, critical illness, and hospital indemnity insurance
• Pet insurance
• Legal assistance and identity theft insurance plans
• Life insurance 2x salary
• Access to the Calm app and the Employee Assistance Program
• $65/month Remote work stipend for internet
• Culture and team-building activities
• Tuition assistance
• Career development opportunities
• Charitable contribution match up to $250 per year

Rithum is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic. All employment is decided on the basis of qualifications, merit, and business need.

We're committed to providing reasonable accommodations in accordance with the law for qualified applicants. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reach out to us by completing the Accommodations Request Form. Your comfort and accessibility are important to us, and we're here to ensure a seamless experience as you explore opportunities with our team.

Originally posted on Himalayas