Implementation Specialist

| Santa Monica
Tapcart makes launching a mobile shopping app easy, fun and attainable for every brand.
The world of shopping will one day be powered entirely by mobile, made possible by our products, team and vision.
We are inspired by the future of mobile. We work to inspire that future.
As the market leader in mobile ecommerce, we focus on providing great experiences for our customers and for mobile shoppers worldwide. Our platform powers the mobile apps of some of the largest shopping brands, including Fashion Nova, Chubbies, The Hundreds and many more.
Tapcart is trusted by over 4,000 brands to launch and manage their mobile apps. We were recently featured at Google I/O, Shopify UNITE and in The Verge.
Recent research suggests that sitting within 25 feet of a high performer can boost performance. Now imagine sitting within five feet of an entire office of high performers, in a fun environment, and without the egos. Is that even possible? We’d like to think so!
 
Although we take pride in our work, the real secret to our success is hearing how our customers thrive beyond their initial expectations – not just their expectations of the technology but from our human-centered approach. Check out some of our recent five star reviews on Shopify:
 
"...customer service is amazing! They helped me with every issue I ran into and are very pleasant to work with!"
 
"Everyone is very helpful with the on-boarding process."
 
"Customer support is always super quick to respond. Thanks for the help, Tapcart!"
 
We’re able to deliver results like the ones above because we hire high-caliber talent, and the Customer Success team is no exception.
 
Customer Success is as much about taking care of our customers as it is about our team members. If you’re feeling valued and supported then it’s very likely our customers are, too.
 
The selected candidate would be joining a collaborative and insightful team while reporting to the Head of Customer Success.
 
We strive to not only focus on providing memorable experiences for our customers, but also for our customers’ customers – and we’d love for you to help us do so! Please read through the job description in detail and if after reading through our requirements, you feel you’d be a great addition to our team then we’d like to hear from you.
 
As our Implementation Specialist you’ll be responsible for on-boarding new customers, setting expectations, and launching our customer's mobile apps. Essentially you’re a professional troubleshooter for mobile apps – meaning you’re able to manage technological problems and communicate effectively with business owners. You’re comfortable transforming technological interruptions and delays into actionable results.
 
This role works closely with sales in managing the warm handoff, the CS team, and the development team.
 
You’re diligent about providing proactive launch timelines while communicating potential hiccups early on. In this role there is an expectation to be on top of client’s concerns before our client has to reach out to us. During implementation, you are proactive to ask probing questions about any future marketing campaigns or promotions, and manage timeline expectations accordingly.
 
If you’ve ever had to help program your grandparents VCR or your parents microwave clock over the phone, and you enjoyed it - then you’re a great fit for this role!
 
You can comfort customers when confused and have them leave the call feeling they’ve been taken care of.
 
We offer competitive compensation & Taco Tuesday 🌮.

Minimum Requirements:

  • BA/BS degree
  • 2+ years in a Implementation role, Quality Assurance (QA) role, or other technical on-boarding related client-facing roles
  • Active listener
  • Experience with big personalities and technically challenged business owners
  • Experience with managing client expectations (as well as your own internal expectations)
  • Experience working independently and as a team without losing focus and maintaining high attention to detail
  • Demonstrated experience in implementing/on-boarding clients

Bonus Qualifications:

  • Experience in e-commerce & SaaS platforms
  • Apple developer experience
  • Startup experience
  • Tech savvy and forward thinking

What you'll be doing:

  • Plain and simple – you’re a launch specialist for mobile Apps on iOS & Android
  • QA Apps prior to going live
  • Repetition in launching Apps day in day out
  • Send clients a proactive pre-launch checklist
  • Assist and follow guidance from our main Implementation Specialist
  • Help new customers obtain a DUNs number
  • Manage your calendar for scheduling client implementation calls
  • Manage tickets in your queue from Zendesk
  • Respond to clients by phone, email (Zendesk & Hubspot)
  • Manage the handoff between sales and customer success through implementing/on-boarding new customers
  • Quickly build rapport with new customers who may not have a technical background, manage expectation timelines early on, and proactively communicate updates
  • Develop a deep understanding of our mobile technology
  • Become a quick study and seek out answers on your own
  • Identify and document software bugs
  • Manage client expectations within our technological product roadmap
  • Be creative in delivering a meaningful and memorable experience that's relational rather than transactional
  • Be honest and upfront with clients on where we can add value and where we are simply unable to

Our Guiding Values:

  • 🤝 Teamwork first
  • 💁 Be your own customer
  • 📐 Think big. Plan big. Execute big
  • 💬 Provide transparency & clarity
  • 💯 Bring your “A” Game

Who we are.
We are a well funded, young and growing startup located in sunny Santa Monica, CA 🏖. Our employees and culture are very important to us and as such, we aim to make coming to work fun, challenging and rewarding for our team. We know that doing great work depends on showing up with creative solutions to face our many business challenges. It all starts with having good people, and helping them grow both personally and professionally. We can't wait to hear how your unique skills and personality will add to our company and culture.
Learn more about who we are and what we offer on our careers page, and check out some of our recent features on Google I/O, Shopify UNITE and in The Verge.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • SwiftLanguages
    • ParseLibraries
    • ReactLibraries
    • RxSwiftLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • TrelloManagement
    • HubSpotCRM
    • IntercomCRM

Location

Tapcart is a venture-backed startup in the heart of Silicon Beach.

An Insider's view of Tapcart

What's the biggest problem your team is solving?

The mobile e-commerce space is constantly growing and changing. Our customers look to us to stay ahead of the latest design and technology trends. The challenge we've solved is supporting every vertical, language, currency and consumer. It's amazing to shaping the mobile ecommerce industry with such a small team.

Nate

Engineering Manager

How has your career grown since starting at the company?

I first started at Tapcart when the team consisted of 4 people and I was brought on as the only designer. The mix of trust/responsibility paired with good vision/direction allowed me to learn more than I ever have in such a short time span. Top that with a work environment where we all learn from each other as well as have a great time together!

Alex

Lead Product Designer

What’s the vibe like in the office?

Tapcart’s office vibe is so positive and uplifting. I seriously look forward to coming in everyday, not only because I consider everyone a friend, but we’re all working together towards making an awesome product even better. We constantly collaborate between different teams and support one another, which makes for an awesome company culture.

Alex

Executive Assistant & Marketing Associate

What are Tapcart Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Health Insurance Benefits
Tapcart's covers up to 50% of out of pocket expenses for a top-tier health insurance plan.
Wellness Programs
Team workouts
Tapcart's team fitness initiatives include indoor rock climbing, basketball and walks on the beach.
Retirement & Stock Options Benefits
Employee Stock Purchase Plan
Tapcart allows qualified employees to purchase company shares at a discounted price.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees are paid on sick days.
Perks & Discounts
Casual Dress
Commuter Benefits
Tapcart offers commuter benefits for all employees, including free parking and compensation for public transportation.
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