1 month ago
Job type: Other
Category: Customer Support
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Howdy 👋We’re the folks at SkyVerge, and we build WordPress plugins that help over 100k+ eCommerce businesses grow and manage their WooCommerce stores. Our team is 100% remote, with 21 people distributed all over the world.
We’re looking for a friendly, talented Customer Support Specialist to join our team and help support our entire suite of products: a portfolio of WordPress plugins for WooCommerce and Jilt, an email marketing platform built for eCommerce.
You’ll be the first point of contact for hundreds of thousands of eCommerce stores, helping them with problems, and answering questions. As part of a small team, you'll likely get your hands dirty with a little bit of everything.
You should be...
Bonus points if you also have…
You’ll be responsible for…
Why you’ll love working with us…
Curious to learn more? Read our full position overview and apply here. We're excited to meet you!
We support workplace diversity and do not discriminate on any protected class. We believe when we work together as a team of different views, experiences, and ideas, we can build amazing things.
Who we are
We're a music tech startup based in Melbourne, Australia, with a mostly remote team. Our app, DISCO, helps people and companies who work with music and other media - labels, artists, publishers, music supervisors, management companies, television networks - manage their music workflow. DISCO is used by thousands of people worldwide, from individual artists to some of the world's biggest music and media companies.
Since we launched in 2016, we’ve built a reputation for first class customer support, and for going the extra mile for our customers.
Who we're looking for
We’re looking for an experienced technical support lead to lead our support team and be the point person for key enterprise clients.
The candidate can be based anywhere, but will need to be able to cover Australian (AEST) business hours.
The role will involve:
• providing technical support to our customers, primarily by live chat, but also via email and phone and video calls
• writing clear, concise user and internal documentation, and creating helpful support videos
• overseeing the support team, setting up practices that will help us scale as the product grows
• customer success: helping customers get the most out of the product, and working with our design, product and development teams to use customer feedback to improve the product.
While we don't necessarily need you to have experience in a start-up environment, we need someone who is happy to work in a small team on a fast growing product, who is technically adept and communicates clearly.
Our users are passionate about DISCO. We’re looking for someone who understands what we’re doing and is passionate about helping us grow.
We’re looking for someone who:
has experience supporting and troubleshooting a webapp, including triaging complex technical issues and relating key information to development teams, internal staff and customers
has very strong attention to detail – part of the role will involve checking the analysis and work done by lower level support staff, so this is crucial
has very good written and verbal communication skills (you proof things before you send them; you can write quickly and accurately with the right tone and sound like a human)
is curious and is always reading up on things you don't know about, and stays on top of trends in technology and things that might affect our startup and your role within it
has very strong technical fluency (know basic html and css and ideally one other programming language; you pick up new things quickly and like to know how things work)
has excellent analytical skills (able to troubleshoot problems quickly and efficiently)
is extremely organised, and able to set up systems for yourself and others
is able to work independently and quickly, and multi task.
DISCO is a supportive, laidback, collaborative environment, with staff in six countries. There are strong opportunities for growth, advancement and leadership roles within the team. DISCO offers the opportunity to take ownership of your area and drive key initiatives within the business. We’re also flexible on working hours and where you work, with remote work an option for the right candidate.
We believe in working hard, supporting each other, and building something great. DISCO started out three years ago, and all of our key staff have been with the company for over two years, with very strong retention across all our departments.
Role will be full time, with salary commensurate with experience.
Nightwatch.io is looking for one more agile, internet-savvy, and empathetic customer support hero to join our close-knit remote team and help us to provide the best customer service.
If you are a creative person who enjoys freedom, new technologies, and solving problems; and if you are a positive-oriented thinker who does not fit the traditional internet company structure, this job might be the right fit for you. We are not looking for someone who regularly switches companies, or who is only looking for a huge wage. Our mission is to develop a strong team that shares our values of personal growth, education, compassion and true friendship.
Collectively, we want to bring forward-thinking and innovative solutions to the world. We are a bootstrapped company that believes the future belongs to smaller companies that don’t subscribe to the 9-to-5 corpo way of doing things. We believe that the Silicon Valley era is over, and we are building a business which allows us to enjoy the freedom of working remotely where each of us has the autonomy and flexibility to have a high impact on the world with our work.
Our mission is creating forward-thinking SEO tracking tools that help our users scale their online businesses, so familiarity with the world of SEO and internet marketing software is a must.
We're offering a remote position and a flexible work schedule (part-time or full-time). We are communicating regularly: via Slack throughout the day and team calls weekly.
4+ Years experience with customer support
Internet-savvy and SEO-savvy: you should know what the heck is VPN, SERP, and DA and how they work — and most importantly, to be able to explain it to a new user
Experience with customer support in SaaS or at IT companies is a huge plus
Extraordinary communication skills and English at the level of a native speaker
Strong problem-solving skills
Empathy — you will be the users’ main advocate, guide, and advisor
Initiative, proactivity, positive attitude, and creative thinking is a must. Do challenges motivate you to think out of the box and find a better solution?
What it is going to look like:
Going through incoming emails and chat conversations and making our customers happy
Answering our users’ questions and helping them to get the most of Nightwatch
Working daily with your customer support team to discuss the progress and feedback via chat and calls
Interested? Apply now! Write us why you'd like to join, what you have achieved so far, and how the work you’ve done looks like.
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