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Customer Support (52)

  • 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...

    • Excited to be on the customer’s team -- you’ll need to understand and empathize with their problems before you start fixing things
    • A self-starter, capable of working independently 
    • Dedicated to constant experimentation & learning
    • Familiar with HTML, CSS and JavaScript

    Bonus points if you also have…

    • Experience with WordPress
    • Experience with WooCommerce (or other eCommerce platforms)
    • Experience supporting SaaS products
    • Experience with PHP / Ruby (or other programming languages)
    • Native-level fluency in a language other than English (We love being able to support customers in their native language!)

    You’ll be responsible for…

    • Assisting customers by troubleshooting technical problems and escalating to the engineering team as needed
    • Answering pre-sales questions and other feedback from customers
    • Documenting and optimizing our support process to improve customer satisfaction
    • Writing technical documentation and other content so customers can help themselves
    • Helping our engineering & product teams to identify areas where we can improve the customer experience
    • Monitoring social media and forums where customers may have questions or issues with our products and get them the help they need

    Why you’ll love working with us…

    • Kind, wonderful teammates that enjoy their work as much as you do
    • Competitive salary
    • Annual company retreats (read about our last adventure in Lake Tahoe!)
    • Fantastic benefits: 27 days paid time-off, full health insurance (medical, dental, and vision), retirement contributions, paid parental leave, and more!
    • Transparent culture (check out our team wiki)

    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.


    REQUIREMENTS

    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.

    BENEFITS

    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.


    Requirements:


    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.

  • Yesterday


    In this position you will work with our customers to help them successfully launch and use our product (www.attributionapp.com). As this is a remote position, self motivation and discipline is very important.


    Our ideal candidate understands digital media measurement and has used analytics tools in the past to measure campaign performance.


    Also, because our tool requires the customer to execute some simple integration steps, a basic understanding of HTML / Javascript / CSS and APIs is required. You won't be required to code, but you do need to know how web pages work and how websites trade information at a high level.


    A college degree and 2+ years of experience preferred.


    Please apply with a note about why you would be a fit and include the sum of 12 and 18 somewhere in your note (bonus points for creativity).

  • Circle Link Health
    2 days ago


    CircleLink is seeking a motivated Customer Success Manger to help us tackle the $600B problem of chronic condition health in America.


    This role will report directly to the CEO and have room for growth as our operations scale following a recent VC round (raised on ~20% compounded monthly growth).


    Ideally, candidates will have 3-5 years’ experience in consulting, professional services, healthcare account management or customer service. Candidates with no healthcare experience will also be considered.


    We offer competitive salary, 100% health coverage, commission, equity and an unlimited vacation policy.


    DETAILS


    Job functions: 

    - Manage customer on-boarding and happiness 

    - Deliver excellent customer service through active listening and setting customer expectations 

    - Building and managing our Customer Success function for scale 

    - Work with customer software systems and proprietary analytics tools to identify eligible patients 

    - Excel/data analysis to identify customer trends and format data for ingestion 

    - Manage implementation projects, including integration engineers 

    - Check-in monthly with accounts to ensure happiness, smooth billing and invoice collections 

    - Identify and close up-sell opportunities 

    - Opportunity to work on special projects such as business development, marketing, financial planning/strategy and product/data analysis


    Job Qualifications: 

    - Passion for improving healthcare 

    - Active listening 

    - Initiative to act independently and create scalable processes where none exist 

    - Values action over words and proposing solutions over voicing concerns 

    - Skilled/comfortable with Excel and Google Sheets 

    - Professional communication style while calling, emailing and meeting senior executives 

    - 0-3+ years in healthcare (non-healthcare experience also considered)


    ***About CircleLink Health: 

    CircleLink’s technology platform plus nurse network provides chronic condition telephone coaching on behalf of doctors. We also drive up to $10B of new reimbursements to doctors and have been growing ~20% (compounded) monthly since launch in late 2015.


    Investors include Fresco Capital, Blue Cross Blue Shield, and the Founder/CEO of Clover Health / founding board member of Flatiron Health. We work out of New York City. Our customers are nationwide and we offer a fun team plus the chance to significantly contribute to products already used by patients and doctors at top institutions (e.g., Johns Hopkins, Yale-New Haven Hospital, Emory and Tulane Medical Center).

  • Description

    Do you believe Customer Support is the engine which drives trust, brand loyalty, and engagement leading to growth?


    Do you think the mass-adoption of cryptocurrency will be impossible without companies building resources to make sure customers receive VIP or white glove support experience?


    Exodus is looking for a VP of Community Support to make the best customer experience in crypto scalable, and a proven driver of cryptocurrency mass adoption.


    As the Exodus VP of Community Support, you’ll be responsible for driving the long-term vision of the support department, all customer engagement pipelines, and leading a crack team of Community Support Engineers renowned for their empathy and relentless pursuit of customer success.


    What You Will Do

    Design and execute a long-term vision for becoming the best customer support experience in crypto.

    Rapidly scale and lead a team of wallet support professionals dedicated to providing empathetic, 24/7 assistance across multiple engagement platforms.

    Communicate and advocate for the needs of Exodus customers.

    Identify and hire A-players.

    Structure and implement a white-glove experience across all customer engagement platforms.

    Identify and integrate key tools and enterprise services seamlessly.

    Assess and optimize all self-service customer support products.

    Measure key support metrics and turn learnings into positive actions for growth.

    Interface with other department stakeholders to ensure that all support needs are addressed in the application.

    Make the Exodus Community Support Department the career destination for aspiring crypto professionals worldwide.

    Develop and maintain the support department budget and allocation of resources.

    Who You Are

    You are determined, empathetic, candid, and humble.

    You are passionate about digital assets.

    You have a great track record of managing high-performance, global customer support teams that run 24 hours a day, 7 days a week.

    You have architected and delivered exceptional service to customers over multiple channels such as email, social media, Knowledge Base/self-service, Slack, Telegram, WeChat, Discord, and some that we have not even considered yet.

    You have demonstrable experience scaling and leading diverse teams of talented individuals.

    You know what it takes to track a team member’s growth from day 1 to year 5 and retain top talent.

    You are experienced in interviewing and vetting A-players for remote support positions.

    You speak English fluently and feel very comfortable on video-calls

    You are organized and can comfortably manage multiple deadlines, complex deliverables, and team needs.

    You have excellent references and a history of established relationships in former careers.

    You are driven, curious, and tenacious in solving problems.

    You have used Exodus and have exchanged digital assets inside the platform.

    You are passionate about people and work to help them achieve their objectives.

    You take responsibility for your actions.

    Bonus: You can invite us to interact with a customer experience you architected yourself.


    Salary and Payment

    The VP of Community Support will make between 100k - 150k USD based on experience. All salaries are paid in Bitcoin. Below are general salary guidelines for this position.


    100k :


    You are a leader who can directly impact customer acquisition and retention.

    You have no ego and are ready to dive into every nook and cranny of our support department to see what needs to be preserved, axed, or built.

    You have a vision for what crypto customer support will look like in the future and you can articulate exactly how we will get there.

    150k :


    You fit everything in the 100k salary range.

    This job will allow you to fulfill a plan that you’ve always wanted to put into action and you are ready to hit the ground running with a tried-and-true vision for increasing crypto adoption through customer success.

    This is not your first time scaling a white-glove customer support team.

    How To Apply

    Send an email to [email protected] with a few words on what role customer success plays in cryptocurrency mass-adoption and why you would be the perfect fit for this position.

    Include a link to a short (2 minute maximum) YouTube video (unlisted or private is fine) introducing yourself and showcasing the value you can provide to our team.

    If you want to include a Resume/CV, make sure it is in PDF format.

    Ensure the subject is "VP of Community Support - FIRSTNAME LASTNAME"

  • At Signifyd we’re creating a new market. We’re constantly improving and expanding the technology that has changed what fraud protection for e-commerce looks like. So we don’t have time for office politics. We understand that different people have different work styles and we thrive on variety while learning from each other. We’re all Signifyers, so we know that what needs to get done will get done.


    Signifyd is a place where no one is going to tell you how to do your job. If you want help, you'll get it — from all quarters. But we pretty much figure out what needs to be done, who's in the best position to do it and then let that person roll-up her or his sleeves and have at it. We're protecting retailers from online fraud in a way that's never been done before and we could use your help if you're someone:


    - Who believes challenges are best overcome by thinking differently.

    - Who knows his or her role, but isn’t confined by it.

    - Who’s greatest satisfaction comes from helping customers succeed and achieve their dreams.

    - Who isn’t afraid to disagree, convincingly, civilly and honestly.


    Oh, and a few particulars for this role:


    Signifyd is seeking a passionate, driven Customer Success Leader to help build out our CS organization.  As Director of Customer Success you are responsible for the ongoing success of our East Coast and EMEA territories for Signifyd’s high-touch accounts. You will lead a team of Customer Success Managers (CSMs) and will work cross-functionally with multiple internal teams to ensure alignment with customer objectives. Your team will play a crucial role in engaging with customers to ensure optimal platform usage, track key success metrics/outcomes, share product roadmap plans and conduct regular business reviews.  This is a tremendous opportunity to help shape and scale our CS organization as we meet our hyper-growth plans.


    *Candidates should be located in Boston, NY, Raleigh-Durham or Atlanta

    Responsibilities

    Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention

    Leverage knowledge of the Signifyd platform to advise on best practices around product usage with end users

    Develop collateral and conduct periodic account reviews with client executive teams

    Ensure swift resolution of account issues, by leveraging resources from cross-functional teams, as needed

    Provide executive oversight and client communication

    Work closely with Marketing to identify successful customers and turn them into advocates

    Partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.

    Lead, motivate and develop team of CSMs

    Embody Signifyd values and serve as a role model for team members

    MBA preferred

    Requirements

    5+ years of Customer Success Management/Leadership working with enterprise customers

    People management experience required

    Proven customer management skills with large and complex accounts

    Ability to analyze complex situations, develop associated action plans and lead teams to achieve key objectives

    Creative, resourceful, detail-oriented, and highly organized

    An analytical and metrics-driven work style

    Excellent communication and presentation skills

    Self-starter who thrives under ambiguity in a fast-paced, deadline oriented environment

    Passion for e-commerce and new technology

    Background in e-commerce, payments, fraud or data science is a plus

  • 4 days ago

    #About Reedsy 

    We’re here to help authors find world-class professionals to create amazing books. Our curated marketplace gathers some of the best freelancers in the industry — the likes of Stephen King's designer, Neil Gaiman's editor or Walter Isaacson's publicist.

    We’ve grown to a community of 150,000 authors and over 1,500 freelancers in just a few short years, while picking up a number of industry awards along the way. Want to help us? Cool, keep reading!

    #Job Description 

    Your role is to grow Reedsy's supply of creative publishing professionals (editors, designers, marketers, publicists, ghostwriters, translators, etc.), build relationships and optimize conversion.


    You will: 

    - Offer customer support; 

    - Reach out to top creative professionals and present Reedsy to them; 

    - Contribute to curating our marketplace: Reedsy accepts 1-3% of all applications submitted by professionals in order to offer a high-quality service; 

    - Onboard new professionals to present Reedsy's product to them; 

    - Optimize the balance between supply and demand by crunching data and following KPIs; 

    - Build customer funnels (design emails and in-app messages) to reactivate users and introduce Reedsy's features to them.


    #Person Specification: 

    - Analytical mind 

    - Experience automating and scaling outreach 

    - Familiarity with Google Analytics and other analytics tools 

    - Great understanding of onboarding and conversion rate optimization (CRO) techniques 

    - Customer support experience (Intercom, Crisp, Zendesk, etc.) 

    - Entrepreneurial minded 

    - Strong writing skills 

    - Native-level English speaker


    #Bonus Points 

    - Previous experience working for a marketplace and/or in a creative industry 

    - A good dose of ambition, as well as a great sense of humour 

    - Fluent in French, Spanish or German


    #How to Apply 

    We currently receive over 30 applications every day and we won't spend any time on generic messages. If you'd like to stand out, make sure that 

    1) you've done some research about Reedsy and signed up to try the product; 

    2) you include a well-structured and **concise** message with your application explaining why you find Reedsy interesting and why you'd be a good fit. Show off but not too much :).


    Compensation

    0.0% – 0.25%

    Visa Sponsorship

    Not available


  • 5 days ago

    SocialChorus is a platform for communicators. We help them become heroes within their organizations by giving them the tools and expertise they need to unify their enterprises. Companies thrive and win when all of their workers feel aligned, informed and supported.


    Joining SocialChorus means joining a movement where every worker matters. This movement has taken root and is evident in our world class customer base reaching millions of their employees worldwide every day. Now we need your help to achieve our goal of connecting every worker. Ready to make a difference?


    As part of our distributed team working from anywhere, the Senior Mobile Solutions Consultant is a key contributor to our post-sale Client Engineering team performing a wide range of duties helping to fine tune and grow our flagship communications platform.


    As a Senior Mobile Consultant at SocialChorus, you will sit at the center of the mobile app ecosystem. Your mission is to ensure our clients are successful in adopting and leveraging the mobile portion of the SocialChorus platform and in getting the most value from our solutions. This role requires strong client service skills, solid solutions consulting capabilities, a keen handle on analytics and data driven marketing, strong mobile app technology chops, and the ability to become an expert on all things SocialChorus.

    Responsibilities

    Primary consultant to SocialChorus customers for all things mobile including Apple Store and Google Play app submissions and updates, MDM deployment (including app wrapping), certificate management, app resigning, and deployment approaches for Asia Pacific.

    Take direction from the SocialChorus Technical Project Managers to make sure all aspects of the customer’s mobile deployment remains on schedule.

    As the mobile SME, partner with SocialChorus product team to improve the tools used to build and deploy our custom mobile iOS and Android apps, both to the public app stores and to enterprise MDM environments.  

    Work with the Support and Operations teams to keep all customers updated and on the latest version of the SocialChorus mobile app. This includes a mission to automate as much as possible this effort to deploy 100+ custom mobile updates with each new mobile app update.

    Collaborate with the sales and product marketing teams to introduce and evangelize new features and opportunities to clients.

    Assist the Support team with escalated mobile app issues.

    Work directly with the Senior Director of Technical Services to create an organizational roadmap to support the growth of mobile app use and deployment by SocialChorus customers.

    Qualifications

    Extensive experience submitting mobile applications in the Apple and Google Stores.

    An understanding of the signing process required to ensure push notifications and other mobile app features work correctly.

    Experience with MDM solutions and the process required to prepare a mobile app to work with specific MDM vendors.

    Bachelor's Degree or higher in a technical discipline or equivalent experience.

    Organized, with excellent time management skills in the face of rapidly shifting priorities.

    Ability to manage multiple customer projects in parallel.

    Comfortable in ambiguous start-up environments.

    Experience dealing with high-profile clients in a professional manner when project information might be incomplete or undefined.

    Experience with Jira or similar ticket tracking systems a plus.

    5+ years of experience in a technical support or technical consultative role for mobile apps.

    3+ years of experience deploying apps and app updates to Apple’s App Store and to Google’s Play Store.

    Why SocialChorus?

    Because you care. About people, the work you do, and the connections you make. Work is such a large part of life, it only makes sense to make it awesome.


    If you want to engage brilliant minds in a true start-up environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind it could be a perfect fit.


    Come for the challenges, come for the people, and the unlimited PTO, health benefits, 401k plan, casual and friendly environment, and a leadership team who truly believes in your growth both professionally and personally will keep you here.

  • Healthfinch (USA)
    1 week ago

    The Customer Success Manager is a highly visible role, responsible for implementations and the ongoing management of enterprise customer accounts. The CSM will ensure that customers experience the full value and potential of their relationship with healthfinch.

    Duties and Responsibilities


    Support sales staff during the sales cycle by offering clinical and workflow expertise in virtual or  in-person meetings

    Own customer onboarding, ongoing support, optimization and expansions

    Partner with sales team on account management and upsells of assigned customers

    Configure healthfinch systems to customer specifications and advise on best practices

    Drives long-term partnerships with clients based on trust and respect that promote retention and loyalty

    Develop a deep understanding the healthcare ecosystem, our clients’ initiatives, and our products

    Manage and meet project deadlines by collaborating and communicating with clients and our internal staff

    Understand each customers unique needs to guide them in extracting the full value of healthfinch products and expertise

    Proactively assist and advise customers in improving their processes

    Build positive image of the company with each customer contact

    Leverage reports to lead data driven conversations with customers and internal stakeholders

    Be the voice of the customer in internal meetings and projects

    Ability to manage without direct authority

    Travel to client sites as needed and be able to be on our call/support roster during non-business hours


    Qualifications

    2+ years experience in healthcare industry including health system structure, regulatory and industry changes, and EMR

    2+ years experience in project management ideally in the healthcare industry

    Quick learner of new technologies, tools, and products

    Working knowledge of electronic medical record systems

    High emotional intelligence

    Ability to empathize with each customers needs

    Proactive and persuasive in nature

    Outgoing with the ability to easily connect and communicate with different personalities and communication styles, and ability to display confidence while speaking with C-suite executives and  fostering engagement with staff

    Organized and able to prioritize multiple projects and customers

    Clinical experience is a plus (If you are an RN or MA who is interested in the business side of healthcare, great)

    Strong written skills as well as confident presentation and verbal communication style


    Must be located in the United States. 

  • 1 week ago

    At Podia, we’re building the most creator-friendly platform on the planet to help people sell Online Courses, Memberships and Digital Downloads. And the #1 reason people cite for using us?

    Creator-friendliness 🤗

    Sounds great, but what does it mean?

    It means:

    Fast, friendly support 💨

    Free migrations 🚚

    No technical headaches 🖥️

    No transaction fees 💰

    …and a relentless passion, across our entire team, for helping our creators succeed.

    Delivering all of that creator-friendly goodness takes work, and that’s why we need your help!

    We’re looking for a super-friendly, tech-savvy, experienced support agent who can help our customers make more sales.


    Here’s what you’ll do:

    Respond to customer tickets via chat, email and social media. This is priority number one. Remember that whole creator-friendly thing? We’ve got a reputation to protect 😉

    Migrate customers (downloading/uploading content, setting up courses, etc…) who need some help switching over from other platforms 🚚

    Troubleshoot product issues, reproduce them for our dev team when necessary and keep track of their status 📝

    Help our customers with questions about our product, as well as coaching them toward making their first sale 🙌

    Keep your finger on the pulse of our customer base, helping the team understand what our customers are thinking and asking for 🤔

    We’re looking for a support agent with:

    Really, really, really good writing skills, who can rewrite this bullet to make it sound better 🖊️

    Tech skillz. Ideally, you’ve worked in a SaaS company and can take screenshots and record videos for customers like a boss 💯

    Support experience. You know what it takes to make customers happier than they were before they met you 😊

    Availability from 10am - 6pm ET M - F. You’ll also be asked to check in on support emails (15 minutes max) every few weekends 📆

    It’d be REALLY great if you also:

    Have created and / or sold a Membership, Online Course or Digital Download before 🤑

    Have experience with Intercom and Slack 💬

    Have experience working remotely 🗺️

    Have worked with digital creators before 💡

    Here’s what you’ll get if you join us:

    Competitive salary 💰

    Equity in a rapidly-growing company 📈

    Health insurance and other medical benefits (US-based employees) 💊

    Work from anywhere with an internet connection 🌎

    Annual team retreats with all expenses paid ✈️

    Sound like you? Want to be part of a smart, nimble, motivated team working hard to build something big?

    We’ve been around since 2014, are backed by some of the best investors in the business, have the greatest customers in the world, and a team that will stop at nothing to help our creators win. If that sounds like something you want to be part of, we want to hear from you.

  • Snap Projections (Canada)
    1 week ago

    Want to help people succeed and make a difference in the lives of Canadians? I’ve got a position for you.

    THE BIG PROBLEM YOU’LL BE WORKING ON

    We have an Engineering team. They built a great product. Now we need to properly onboard new users and show them the impact our product will have on their business.

    Our Customer Success team helps our customers become better at using our product.

    As a member of that team, our User Onboarding Specialist helps new users to quickly realise the value in using our software.

    The more users that continue using our product, the more Canadians benefit from making better financial decisions.

    And we’d LOVE to have a User Onboarding Specialist join us in our Customer Success team. That person is you.

    You’ll get a chance to be part of an amazing Customer Success team at Snap Projections. A team where we focus on our successes and tackle obstacles head on. A team brave enough to challenge each other on ways to improve as well as ready to applaud those that had a big win. A team driven by the desire to always be better, to grow stronger and to be great at supporting both customers and our internal teams.


    YOU’LL MAKE GREATER IMPACT IN 3 MONTHS THAN YOU DID IN 3 YEARS AT YOUR LAST JOB

    At Snap Projections, you’ll join the Customer Success team and be given a chance to implement and test your own ideas.


    I’m not going to lie, the challenges on the Customer Success team may be intense. But this also means you’ll be able to make a difference and help a ton of people in a way you’ve never imagined.


    So if you’ve ever wanted to be on a team that’s focused on making a massive difference in the lives of millions of people, I want to talk to you.


    If financial topics interest you and you want to help Canadians make better financial decisions, you’ll love it.


    WHAT WE’RE LOOKING FOR

    You are driven, motivated and eager to learn.

    You genuinely love helping people and want them to succeed.

    You love talking to people and helping them solve problems through technology.

    You previously worked in a customer-facing role (either support or sales).

    You have outstanding communication skills, you are an excellent writer.

    You are an organized and detailed problem solver.

    You have a good understanding of the Canadian financial industry terms i.e. RRSP, TFSA (or are ready to learn this at a blistering pace).

    WHAT YOU NEED TO KNOW

    This is a full-time position (can start as a part-time engagement though) either based remotely in Canada or at our offices in Mississauga, Ontario. If you are not based in Canada, please do NOT apply.

    HOW TO APPLY TO BE OUR USER ONBOARDING SPECIALIST

    Email your resume at [email protected] (no recruiters please).

    Put “User Onboarding Specialist” in the subject line and nothing else.

    Tell me why you want to work at Snap Projections.

    Record a brief video (phone quality is fine) to tell me why you are excited about the position.

    If you’ve included everything requested in your email and your application is solid, I’ll reach out and we’ll jump on a Skype call. The rest of the interview process will continue from there.

    I hope we get a chance to work together.

    Pawel Brzeminski

    Founder & CEO

  • ConvertKit (US timezone)
    1 week ago

    We are looking for awesome people to join our Support Team! Our Support team is vital to our engagement strategy. Engaging with customers quickly via onboarding and retention initiatives are vital to the success of ConvertKit. As such, we're deepening our coverage to produce greater availability and shorter wait times regardless of time zone

    The Company

    ConvertKit is a MarTech application that has grown significantly over the past 2 years. We are now serving over 20K customers which include small businesses and creators. Our clients are vibrant and eager to convert their ideas to revenue. We are a 100% remote company which means you can work from anywhere. Although remote, we are a very tight knit team that communicates frequently.

    Your Day to Day involves:


    Handling at minimum 50 cases per day via email or Live Chat.

    Teaching customers how to use the ConvertKit platform.

    Communicating with the team via Slack and occasional Zoom video meetings.

    Attending weekly or monthly team meetings.

    Working remotely from anywhere in the world!

    Collaborate with Customer Success, Engineering, Marketing and Product teams.

    REQUIREMENTS

    What you'll bring:

    Ability to commit to 32-40 hours a week.

    A collaborative mindset.

    A strong internet connection to ensure availability.

    Eagerness to learn and stay up to date with technology.

    Ability to work during high traffic times - weekdays. We'll consider candidates with all schedules.

    Great work ethic and efficiency -- working fast without sacrificing quality.

    Good writing and verbal skills (English).

    Experience with Convertkit, similar platforms or supporting a SaaS product.

    1-2 years of product support experience.

    BENEFITS

    What we can offer:

    Learning in-depth about ConvertKit, email marketing, blogging and online business as needed

    $15 an hour based on experience with bonus opportunities

    Flexible schedule

    Remote work as a contractor

  • 1 week ago

    Sumo is the #1 lead capture tool for entrepreneurs. We serve over 1 million people daily, across 800,000 websites, all around the world. We made this market and seek to continually dominate it.


    We're looking to grow the company and need you, a customer support hero, to help us get there.


    You’ll be one of the heroes of the Sumo team. You’ll be on the frontlines, loving customers everyday, and making sure that they leave every interaction saying, “Wow...Sumo is dope!”. You’ll interact closely with every department in Sumo (engineering, marketing, sales) and be relied upon to provide crucial customer insights. The Support team is often referred to as the Nucleus of Sumo, and you’ll be strengthening that core.


    This company is not your traditional 9-5. We believe in full flexibility, working on awesome projects, and having fun at work. Once ramped up, you’ll have full autonomy to make gut-decisions to make customers happy. This isn’t to say we don’t encourage you to ask for help, but you should feel confident in your abilities to make split-decisions and champion for a customer for one-off cases.


    With alumni from MIT, Facebook, Microsoft, Google, and successful entrepreneurs, you'll be surrounded by the smartest in the game. You’re comfortable not being the smartest in the room. In fact, this excites you because of the learning and growth opportunities.



    Who you are:

    You're familiar with Sumo and have installed and used Sumo on a website before.

    You believe that excellent customer support is the foundation of any successful company.

    You're crazy organized and detail oriented. Inbox zero? Inbox negative one.

    You enjoy solving problems.

    You come to the table with customer support experience and can jump in quickly.

    You should make sure the last word on your resume says taco.

    You're a self-starter and overachiever. If you spot an inefficiency or bottle-neck, you package it up and bring it to the table with a solution ready.

    You understand processes are there to make things foolproof, and aren’t boring or redundant.

    Zendesk runs through your DNA.

    You have nerves of steel to take on criticism but you have a heart that melts ice caps and can warm up the coldest of customers.

    You understand that support isn't about canned responses, it is about being the foundation which your team stands on in order to accomplish great things.

    You’re feel confident to speak to your work should a CEO call on you during a weekly team meeting.

    You're fun :-)

    What's in it for you:

    You will be an individual contributor helping shape the future of Sumo!

    Flexible work hours. Need to run an errand, hit the gym, or travel? We encourage it.

    Speaking of travel - we don't track vacation days. Take as many as you need. Seriously.

    Two company retreats per year. Whether that’s dog-sledding in Banff or sipping tequila on a boat in Mexico, we reward and celebrate our hard work.

    Best of luck! We’re cheering for you. :)


  • 1 week ago

    Background:

    Coda is a rapidly growing startup building a platform that empowers people to build docs as powerful as apps.

    We're backed by some of the Valley's leading venture capitalists, and have assembled a world-class team across offices in San Francisco, Mountain View, Seattle, and New York City and are open to remote locations as well.


    About the Role:

    Since our early days as a company, we've been inspired by the culture and execution of support teams at companies like Zapier and Intercom. We're looking for talented Coda makers with strong user empathy to join our Product Support team as we build it from scratch. You'll be on the ground floor of a talented team and have the opportunity to influence our culture for years to come.

    The ideal candidate will have a strong passion for data-oriented products and is an avid user of tools like Coda, AirTable, Excel, Google Sheets, or Filemaker Pro. They will need to be able to get inside the mind of a diverse set of Coda users -- both consumer and enterprise -- and be comfortable building against and solving problems for many scenarios. The ideal candidate should be able to assist users at multiple altitudes ー from specific formula fixes in a table to general team process and workflow suggestions depending on the customer's needs. You should be a great listener, an astute observer of user behavior, and able to spot patterns quickly and synthesize them to the rest of the company.  We're looking for candidates who can be great "coaches" for our users. Being able to distinguish when it's best to teach someone a new concept, vs unblock them and solve their immediate problem.


    Core Responsibilities:


    Support our users to facilitate and unblock the creation of great docs, debugging technical issues and guiding them towards the right learning material.

    Communicate between the customer and the Product team - being a customer voice in decision meetings.

    Ability to debug issues and escalate when needed - both for issues and pattern of issues. Analyze trends and look for ways to improve the product and learnings to minimize reactive support.

  • Quottly (USA)
    2 weeks ago

    As a Student Support Specialist, you are part of the Customer Success team. You are responsible for ensuring that student and college staff interaction with Quottly is a delight. Specifically, you will guide students through the course search, application, and course enrollment process on Quottly’s website. You will also be interacting with school administrators, counselors, and faculty -- answering questions, confirming course articulation, and providing data.


    There is plenty of room for growth in your areas of interest. You will have the opportunity to explore other roles (such as product management, advertising/marketing, management, and data analysis) and will play a meaningful role in building our company.


    --Please note that applicants must be based in US--


    Responsibilities:


    · Prompt, enthusiastic, and knowledgeable handling of customer support requests and queries according to our service metrics.

    · Process student applications for college courses

    · Help students learn how to use the Quottly platform

    · Develop, document, and implement workflow processes

    · Additional responsibilities in your area of interest (IE: Social Media management.)


    About you:


    · Recent graduate with 1-2 years of experience (new graduates will be considered)

    · Excellent customer service skills

    · Must be a go-getter who thrives in a fast-paced, challenging, early-stage startup work environment

    · Strong written and verbal communicator

    · Strong attention to detail and organization

    · Enjoy analyzing customer service data to improve the customer experience

    · Working knowledge of Excel

    · Working knowledge of SQL a plus

    · Previous customer service experience a plus

  • SmarterQueue (EU timezones)
    2 weeks ago


    🚨Please read carefully before applying. This position is 100% remote 🌍Your timezone must have a minimum of 2 hours overlap with London (GMT) 🇬🇧


    ABOUT US

    SmarterQueue is a ground-breaking social media tool.

    On average, our platform saves Customers over 8hours per week, and increases the effectiveness of their social media content up to 300%.

    We are a fully remote team of 15, spanning the UK, Canada, America and Europe, building a tool which adds real value to influencers and marketers lives.


    WHAT YOU’LL BE DOING

    - Responding to technical support questions, requests and complaints from our Customers via email and live chat.

    - Writing technical Knowledge Base articles.

    - Preparing and hosting live webinars for our Customers.

    - Recording and editing feature explainer videos.

    - Creative thinking & sharing ideas so that the Customer Success Team continuously evolves and improves.


    ABOUT THE ROLE

    - Working days Mon, Tues, Weds, Sat, Sun (Thurs and Fri = days off).

    - 30 hours+ per week.

    - Contract postion.

    - You will work 100% remotely and report directly to the Head Of Operations & Customer Success.

    - You must have your own computer/equipment with a solid connection to the internet.


    ABOUT YOU

    - You are native or fluent in English (verbal and written). Perfect spelling and grammar is essential.

    - You are very self motivated and driven to learn and improve your skills.

    - You have a technical customer service background. You're very technically minded, tech-savvy and really enjoy troubleshooting technical issues. Getting to the bottom of things is your thing!

    - You love helping people. You have been known to turn a customer complaint into a testimonial for great customer service.

    - You are a team player through and through.

    - You have unshakable confidence on camera and speaking in front of groups of Customers.

    - You pay attention to detail. If you’re not clear what the Customer is saying, you dig for detailed information.

    - You love clear communication. You communicate effectively and in a timely manner. You are able to distil complex concepts into plain English, and vice-versa.

    - You love social media and can easily understand the goals of a SmarterQueue Customer.


    BONUS POINTS

    - Previous startup experience.

    - Previous remote working experience.

    - You’ve done social media yourself (so you know our customers’ motivations).

    - You’ve used social media scheduling tools, e.g. Buffer, Hootsuite etc.

    - You’ve used lots of SaaS products

    SALARY


    - Salary range USD $20 - $35 per hour (dependent on experience)

    HOW TO APPLY


    - Send an intro email (or a video) with your CV and cover letter


    ✨We’re actively looking for a diverse and gender-balanced team.


    ➡️Visit https://smarterqueue.com for more information about the produc

  • 2 weeks ago

    About this role

    So, what will you do as ConvertFlow's Customer Onboarding Specialist?

    This is a full-time role. As ConvertFlow's Customer Onboarding Specialist, you'll help ConvertFlow and its customers succeed through the following...

    Improve user activation and feature adoption:

    Help our users accomplish their goals with ConvertFlow. We use Intercom to answer questions, provide guidance, and collect feedback via live chat and email.

    Organize customer feedback for the team and champion the customer's voice. We take this extremely seriously and rely on the customer feedback-loop to shape product direction and roadmap.

    Create product guides, documentation and video tutorials (like this one) that educate people about features and what they can do to get more out of ConvertFlow.

    Host public & private demos, webinars, and training with leads and customers periodically.

    Help our team understand how releases of new features went, how they were adopted by users and how to potentially improve future releases.

    Create and continuously update our knowledge base, so self-servicing customers can figure out how to achieve outcomes on their own.

    Design a system for measuring customer health and process for engaging new users to ensure they get value and see “success” with ConvertFlow.

    Improve user retention and reduce customer churn/cancellation rate:

    Help customers with technical integrations and troubleshooting to quickly identify the source of customer issues.

    Proactively reach out to high-value customers. You'll regularly connect with multiple points-of-contact at their company to identify their goals, advise them on more effective product usage, solicit feedback, and align them with future goals.

    Reach out to “likely to cancel” customers to help them get value from ConvertFlow.

    Engage with canceling customers and design systems for improving "win-back" followup.

    Improve workflow for tracking bugs, feature requests, and better ways to improve our support processes.

    Relay bugs to developers and keep customers updated while our team prioritizes and releases bug fixes.

    You might be a good fit if...

    You have strong writing skills in English — both short form (messaging) and long form (product guides). You pay attention to details and love to get creative with words.

    You're patient, warm, and organized in your thinking. Empathy is key.

    You're curious about people and problems. You're a good listener who's naturally interested to dig in, ideate, and find solutions.

    You want to get into UX research, product ops, or marketing at some point in your career.

    Have previous experience in a customer success role, technical support or in managing client relationships.

    You're excited by the idea of guiding people to execute their ideas using a powerful product, and seeing the massive impact your guidance can have on a company's marketing results and growth overtime.

    You actually enjoy troubleshooting problems and overcoming technical and non-technical challenges.

    You have experience working remotely and managing your own schedule.

    Are based in the US and can work 9AM-5PM Eastern timezone.

    Bonus points for the following...

    You have experience using popular email marketing tools like MailChimp, HubSpot or Infusionsoft.

    You have experience using a popular CMS like Wordpress or Shopify.

    You have experience with basic HTML and CSS, website themes and plugins.

    You're enticed by the eventual opportunity to manage a team.

    You're based in the South Florida area.

  • Scott's cheap flights (US timezone)
    2 weeks ago

    As a Manager on the Customer Advocacy team at Scott’s Cheap Flights, you will have the privilege of leading a group of enthusiastic, high-energy Customer Advocates. Reporting directly to the Head of Member Services, you will be responsible for growing and developing our team members, overseeing high-impact, customer-facing initiatives, and ensuring that exceptional customer support remains a differentiator for our business.


    In the short term, you'll:

    Work directly with our current Customer Advocates to level up their skills. You’ll regularly and rigorously review their work and provide high-quality feedback to help them improve.

    Build new processes and procedures that improve customer support quality and efficiency. This includes owning and regularly reporting on customer support-related data.

    Work with the Head of Member Services to launch new customer-facing initiatives, including mobile app support and user generated content management.

    Work cross-functionally to deliver product insights to our Flight and Product teams.

    Oversee major operational and customer-facing initiatives, including the overhaul of our internal knowledge base and help center.

    In the long term, you'll:

    Continue investing in the growth and development of your direct reports, and help them move forward on their career journeys.

    Take ownership of new customer support-related initiatives.

    Enhance cross-functional feedback loops between Customer Advocacy and other SCF teams.

    What you bring to the table:

    Superior communication skills, written and verbal.

    At least 5 years of experience working in B2C customer support or a related field, in a tech environment.

    At least 3 years of people management experience.

    Proven track record of developing talent. You have a growth mindset, and are exceptionally effective at coaching the people who report to you.

    An ownership mentality. You show a bias to action, take a high degree of responsibility for initiatives you’re involved in, and learn from mistakes.

    Agility. You embrace change and adapt to it quickly.

    Creativity. You like to experiment with new ways to delight customers.

    Strategic thinking. You know how to design initiatives thoughtfully, measure success, and iterate as-needed.

    Experience managing customer support-related data.

    Experience working cross-functionally to deliver product insights that improve the customer experience.

    Experience managing internal and/or external knowledge bases.

    Experience working with customers in a variety of channels (email, live chat, social media, etc.).

    Remote work experience. This role is US-based, and you may work from any U.S. time zone, but must be available during regular business hours in that time zone.

    A passion for travel.

    Eligibility to work in the US.

    Other nice-to-haves

    Experience working in the travel tech industry.

    Experience managing team members at different experience levels.

    About Scott's Cheap Flights:

    Scott’s Cheap Flights is on a mission to help people travel and experience the world. We’re so much more than crusaders for cheap flights, and our numbers prove it:


    1.6 million members and growing quickly

    100% avg. year over year revenue growth

    263,009 miles traveled by our most prolific members

    40+ proposals (that we know of) on trips purchased by members

    Countless memories and stories created

    If “to travel is to live” resonates with you and you think there might be a mutual fit, we’d love to hear from you!


  • 2 weeks ago

    Fexa is looking for a Client Ambassador to join our remote team as we continue to expand our already growing customer base. This position’s primary responsibility is to manage the post-sales onboarding process for new customers effectively.

    Additionally, the Client Ambassador will manage the day-to-day onboarding and customization activities while acting as a liaison between the client and the development team. Strong time management, organization, and communication skills are critical for success in this role.

    Responsibilities:

    Facilitate the relationship between client and internal teams.

    Become an “expert user” of our platform.

    Utilize various communication and project management tools to conduct meetings, document and discuss project expectations, task assignments and timelines.

    Maintain a reasonable balance between customer deliverables and internal development workloads.

    Track progress of upgrades and customizations for existing customers.

    Train customers in their use of our platform by leading training sessions and presentations.

    Develop forms, training aides and best practices to help streamline onboarding and customizations.

    Provide (mostly non-technical) support to our new and existing customers on a daily basis.

    Watch for and keep track of repeat issues that may require the development of a permanent solution.

    Provide pre-sales support to ensure customer’s key requirements are documented during the proposal process.

    Collect customer requirements from both written and verbally expressed requests.

    Occasional travel to tradeshows and customer sites for training and/or implementation.

    Experience and Skills Desired:

    Excellent communication and presentation skills.

    Excellent organization, documentation and time management skills.

    Critical thinking and creative problem-solving skills.

    Ability to manage multiple projects simultaneously.

    Experience in communicating technical ideas to non-technical audiences.

    Ability to learn new tools and software quickly.

    Positive, self-starter attitude.


    Benefits:

    Health Insurance

    Dental Plan

    Vision Plan

    401k Retirement Plan

    Remote working office

    2 weeks of PTO

    MacBook Pro

    Awesome colleagues

  • 3 weeks ago
     
    Remote

    Customer Content Manager

    The Customer Content Manager will partner closely with Reference Program Manager to turn customer relationships into compelling content and be a champion of our customers’ success. You will be responsible for writing case studies, creating videos and customer stories on the blog, and repacking content for use across a variety of marketing channels.

    Responsibilities

    • Own GitLab’s customer content program including identifying GitLab’s strongest use cases, customer profiles, and ROI metrics.
    • Champion our customers’ success by amplifying their stories and positioning them as leaders in the industry.
    • Partner with GitLab’s Reference Program Manager to identify and track customer content opportunities.
    • Conduct customer interviews and translate technical conversations into engaging, ROI-driven case studies.
    • Partner with GitLab’s Digital Production Manager to create and scale customer video content.
    • Create and repackage customer content for a variety of channels including web, blog, video, and social.
    • Update and improve about.gitlab.com/customers.

    Requirements

    • Experience in content marketing, journalism, or communications.
    • A natural storyteller with excellent narration and writing skills.
    • Experience managing a high velocity case study program.
    • Experience with video production.
    • Able to coordinate across many teams and perform in a fast-moving startup environment.
    • Proven ability to be self-directed and work with minimal supervision.
    • Ability to travel.
    • Outstanding written and verbal communication skills.
    • You share our values and work in accordance with those values.

    Hiring process

    Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find her/his job title on our team page. Qualified candidates will be invited to schedule a screening call with our Global Recruiters Next, candidates will be invited to schedule a 45 minute interview with our Reference Program Manager. Candidates will then be invited to schedule 45 minute interview with our Digital Production Manager. Then, Candidates will be invited to schedule a 45 minute interview with our Manager, Content Marketing. Finally, selected candidates may be asked to interview with our Senior Director of Corporate Marketing. Successful candidates will subsequently be made an offer via email Additional details about our process can be found on our hiring page.

    Compensation

    To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.
     
    Additional details about our process can be found on our hiring page.

    Remote-East
  • 3 weeks ago

    Elastic is a search company. We have a simple goal: to solve the world's data problems with products that delight and inspire. As the company behind the popular open source projects — Elasticsearch, Kibana, Logstash, and Beats — we help people around the world do great things with their data. From stock quotes to Twitter streams, Apache logs to WordPress blogs, our products are extending what's possible with data, delivering on the promise that good things come from connecting the dots. Diversity drives our vibe. We unite people across 30+ countries into one coherent team, while the broader community spans across over 100 countries.


    Our Support Operations team is responsible for designing, building, and supporting the tools that are foundational to the delivery of the Support Engineer’s role at Elastic. As the framework of Support evolves and expands, we are looking for a Manager to serve, coordinate, support, and nurture our team, in a distributed-first environment. This is an ideal opportunity for someone who is keen to learn and teach, to deconstruct complex workflows and collaborate with multiple stakeholders to deliver a fit for purpose solution and contribute to the Support organisation’s roadmap. We listen, we solve, we guide, and we’re excited to bring on a new team member to join us on this journey.


    > What you will be doing

    Manage, mentor, and serve a distributed team of 5-10 Support Operations Engineers who own the requirements, design, build and support the tools that are the foundation of Customer Support

    Manage multiple software projects simultaneously

    Work with Support Management to set priorities and define requirements

    Build project plans for large projects (effort estimation, scheduling, project status tracking and reporting, etc.)

    Participate in interviewing and help drive hiring

    Ensure business continuity of the framework of Support

    > What you will bring along

    A BS Degree in Computer Science or equivalent experience

    5+ years experience in managing teams of software engineers

    5+ years as a hands-on software engineer (C++, Java, C#, or Python or similar programming languages), preferably in a DevOps environment

    A mindset of continuous improvement and development in terms of Support Operations daily tasks and evolving the framework of Support to meet future demands

    Adept at managing stakeholders and developing relationships for cross team collaboration

    The tools you will be working with

    Distributed systems design and development

    Open source projects and companies

    Automated testing

    Source control & code management (Github)

    Containerisation & Orchestration (Kubernetes, Docker)

    Infrastructure Automation (Ansible, Chef, Puppet)

    Continuous integration and build Systems

    3rd party Cloud hosting services (AWS, GCP, Azure, etc.)

    Additional Information:

    We're looking to hire team members invested in realizing the goal of making real-time data exploration easy and available to anyone. As a distributed company, we believe that diversity drives our vibe! Whether you're looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life.


    > Competitive pay based on the work you do here and not your previous salary

    > Equity

    > Global minimum of 16 weeks of parental leave (moms & dads)

    > Generous vacation time and one week of volunteer time off

    > Your age is only a number. It doesn't matter if you're just out of college or your children are; we need you for what you can do.

  • DESCRIPTION

    We are looking to add someone for evening hours 10:00PM PST (6:00AM EU) - 7:00AM PST (2:00PM EU) to support our customers in other time zones


    About You:


    A technical support specialist with technical chops, who wants to eventually move into product role. Preferably, your claim to fame from your last job won’t be how many tickets you solved but how many you made ‘extinct’ by working with the team to improve products and processes. You take everything you learn and turn it into collateral or processes that will let you reduce your workload so you can take on new responsibilities. Customers are your #1 priority, and you’ll do whatever it takes to support them.


    As a Support Specialist, you’ll be exposed to every part of our system and work directly with Customer Success, Engineering and Product Management to ensure that our customers have the best possible experience.


    REQUIREMENTS


    3-6 years work experience, with at least one promotion at their current company.

    Intermediate knowledge of web technologies, such as HTML/CSS/Javascript and a server-side scripting language such as Python, PHP or Java.

    Strong analytical skills, with a desire to identify inefficiencies through data analysis and the ability to translate them into product or process solutions.

    Customer-centric: a history of going ‘above and beyond’ to support customers.

    Strong work ethic & team player.

    Hungry to learn and grow.

    Nice-To-Have (we’ll teach you if you don’t already know):

    Experience in an in-house IT function.

    Experience manipulating log data in terminal (grep, tail, wc, etc) and/or a log analysis systems.

    Experience with Telephony apps (as an end-user and/or working on a telephony product)

    An understanding of ‘cloud’ infrastructure, architecture and technologies

    Exposure to the software development lifecycle, from specification > development > QA > release

    BENEFITS

    Salary: $40,000-$55,000

    Benefits: full PPO (Google-level) Health, Vision, Dental

    Employee Stock Options

    Tax-Free Commuter Benefits

    We have an office in San Francisco, but half of us work remotely from all over the US. Check out a (totally unprompted!) blog post by one of our engineers about his experience working remotely at Truly.

  • Rebrandly (North America)
    3 weeks ago

    We’re looking for Customer Success Manager to join our team, working alongside our support and sales teams to provide top-notch customer care to our growing user base.

    You’ll provide phone and email support that’s both commercial, administrative and technical in nature.  You’ll give customers in-depth product advice and first/second level technical support.

    The ideal candidate is smart, organized and extremely proactive. This position is suited to someone who is a real self-starter with a customer-centric attitude. Based on the remote nature of this position, you’ll need to be extremely comfortable working autonomously in a fast-paced environment. 


    Responsibilities

    Respond to a variety of incoming support, sales and product inquiries from new and existing customers in a timely, professional and effective manner

    Handling sometimes complex customer requests or complaints through from initial contact until resolution

    Support the sales team with business-related activities and hand over leads

    Take responsibility for customers having a great experience with our product

    Work with the tech team to report common user issues, suggest improvements and convey important feedback 

    Requirements

    A third level qualification discipline

    Native English

    Experience with customer communications/support software (Zendesk, Intercom or similar)

    Ability to handle a high volume of customer care tickets

    Excellent written and verbal communication skills, the ability to explain complex topics simply

    A genuine interest in internet culture and technology

    Available to work North American timezone office hours

    Nice to Have

    Prior experience in a support role

    Understanding of common web technologies

    Remote team experience

    Startup experience

    SaaS experience

  • InVision is the digital product design platform used to make the world’s best customer experiences. We provide design tools and educational resources for teams to navigate every stage of the product design process, from ideation to development. Today, more than 5 million people use InVision to create a repeatable and streamlined design workflow; rapidly design and prototype products before writing code, and collaborate across their entire organization. That includes 100% of the Fortune 100, and organizations like Airbnb, Amazon, HBO, Netflix, Slack, Starbucks and Uber, who are now able to design better products, faster.  

    Our team is in search of a Growth Customer Success Manager to help us change the way digital products are designed.

    About the Team:

    The Growth Customer Success team is a highly collaborative, fast paced, and evolving group responsible for maintaining relationships with over 1,000 Enterprise customers. We move quickly here and experiment often with new strategies. The team works hard, works together, and has fun doing it as we strive for success.

    What you’ll do:

    • Partner with our Growth segment customers as their trusted advisor; responsible for delivering and communicating ROI throughout the customer lifecycle
    • Your day to day responsibilities include:
      • Onboarding
      • Ongoing adoption
      • Leading product trainings
      • Conducting check-ins
      • Renewal management
    • Identify and source opportunities for expansion within your book of business; collaborate with account managers/sales team to drive growth within these identified accounts
    • Deliver best practices for using InVision as part of your design workflow within different verticals and environments, based on specific client use cases, industry standards, and an understanding of emerging tools
    • Engage with various cross-functional teams at InVision to rally resources on behalf of the customer to further their goals

    What you’ll bring: 

    • 1+ years in a client-facing, pre or post-sales role (preferably in a SaaS environment)
    • Managed 150 or more accounts or can demonstrate strong organizational skills
    • Experience engaging with end-users, evangelizing a product and driving adoption across multiple stakeholder groups
    • Articulate business value of a product, and align to business challenges
    • Bias towards action
    • Experience in a native design environment is a plus!

    About InVision:

    InVision offers an incredibly unique work environment. The company employs a diverse team all over the world. Each InVision team member is given the freedom and tools to do their best work from wherever they choose.

    The benefits we offer in the United States and Canada include competitive health plans and retirement plans. Some InVision-wide benefits offered to all employees across the globe include a flexible vacation policy, monthly coffee shop stipends, annual allowances for books related to your profession, and home office setup & wellness reimbursements. InVision is an international employer so some benefit offerings will vary from country to country.

    InVision is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

  • 4 weeks ago

    Moved provides everything you need to get a move done. We equip each customer a personal assistant (concierge) to coordinate all tasks along the move journey, providing a no hassle, stress-free experience... for free.

    At the heart of this service lies our concierge team. That's where you come in. 
    We’re looking for a hustler to come in and execute. To work directly with our customers and handle the nitty-gritty details of their moves. Someone who is ready to dive right in and interact with our team and our users.

    Schedule will be Tuesday-Saturday 9am-6pm with some flexibility to cover evenings.

    Responsibilities include but are not limited to: 
    - End-to-end management of local and long-distance moves 
    - Logistics & problem-solving for unique, multi-dimensional moves 
    - Constant communication & coordination with users via in-app chat, email and phones. 
    - Maintain strong relationships with vendors and company partners for move logistics and ongoing business 
    - Collaboration with our product, operations, and marketing teams 
    - Insight into all business functions, working to grow yourself and our business together 
    - Master our product, internal systems, and offerings to ensure thorough and clear communication with customers

    Required Skills and Qualifications: 
    - Proven experience in client-facing roles, ideally with a background in customer service 
    - Ability to multi-task, prioritize, and manage time effectively towards individual goals 
    - Strong internal communication skills and ability to work collaboratively with a team. 
    - Comfortable working in a fast-paced, frequently changing and evolving environment 
    - Excellent writer and communicator with strong attention to detail and grammar 
    - Strong problem-solving and conflict resolution skills 
    - High energy, positive attitude, and ability to take initiative 
    - Willing to take on any task, no matter how big or small 
    - Passionate about customer experience and WOW-ing customers through service 
    - Being a hustler, a go-getter, and a hard-worker. Someone who executes.

  • 4 weeks ago

    At RaiseMe, we imagine a world where every student has an opportunity to realize their college and career ambitions, and we believe that expanded access to education is the foundation of that future. We’re working to empower millions of students to build their personal path to college while making paying for it simpler and more transparent.

    What would you do?

    • Work closely with Partner Success Managers to create customized plans and micro-scholarship programs for our college and university partners, support their goals and drive urgency
    • Develop plans for college partner meetings by researching partner relationship history, micro-scholarship programs, and enrollment goals
    • Work cross-functionally with product and engineering teams to successfully implement, QA, and activate partner programs
    • Develop analytical and storytelling ability by building custom dashboards and strategic business reviews with RaiseMe and partner data
    • Ensure that Salesforce contains accurate account details and contact information for partners, and is updated regularly based on new information
    • Manage and respond to inbound requests from current partners in a timely manner
    • Identify opportunities to improve our product offering based on deep knowledge of our students’ and partners’ needs
    • Work with the team on conference planning; prepare meetings and presentations, and assess attendee lists
    • Have the opportunity to grow into a full account management position as a Partner Success Manager at RaiseMe with career development and progression

    This job might be for you if you're:

    • A Doer: You are driven, self-motivated and a self-starter who brings your ideas to life and takes pride in results. You are resourceful and find ways to get things done regardless of the obstacles. You are not fearful of failure and realize that failure is often a step closer to figuring out what works. Taking on complex challenges excites you, even if you have to ask for help or spend some time figuring out where to begin.
    • Organized: You are detail oriented and can handle having a variety of different projects on your plate at one time because you are good at keeping track of them. You can create a structure for yourself to be most successful.
    • A Talented Communicator: You are a “people person” who enjoys communicating with people and has a strong awareness of those around you. You are thoughtful about the ways you communicate and the impact that may have on a client. You have the ability to sense when a conversation is progressing in a positive or negative way and have the confidence to address concerns. When you are passionate about a cause, you are able to rally everyone around you.
    • Confident but Self-Critical: You are confident in your skills and the quality of your work product. At the same time, you are not afraid to ask for help and want to constantly be improving. You are looking for professional development and mentorship in order to reach your full-potential in your role.
    • Mission-Driven: You want to use your talents to make the world a better place and you are in a rush to do it. You may have worked in education or ed-tech before or your desire to improve education may come through in other experiences from your life.

    Who we are looking for:

    For the Partner Success Associate role, we are looking for someone with 1-3 years of experience in a client facing higher ed role (working in an admissions office is a plus). We are looking for candidates who are hungry to work in a fast-paced, entrepreneurial business environment and who have a proven track record of success in their past roles and experiences. We are open to remote candidates from anywhere in the US, but candidates from San Francisco, New York, New Jersey, Pennsylvania, and Connecticut are preferred.

    What will success look like for you at RaiseMe?

    • You will have learned quickly as a Partner Success Associate, grown professionally and personally, and progressed on the Partner Success team to take ownership of your own portfolio of partners.
    • You have built metrics for success and set goals to expand the reach & potential of Raise.me partners’ micro-scholarship programs.
    • University leaders and other partner organizations have come to depend on you as a trusted advisor.
    • You have helped millions of students to achieve their potential and fulfill their college ambitions. The product and company you have helped build transform the way billions of dollars in financial aid are distributed each year.
    • You have built strong relationships with senior leaders from top universities, corporations, and foundations across the country.
    • You have helped build a category-defining company and have an attractive equity stake.
    • You have learned a ton, met amazing people, developed your skills, and had a life-shaping experience.
  • 1 month ago

    Lambda School is a combination of a school and an investment fund. Lambda School's mission is to find untapped or underutilized talent, and to train that talent for the most in-demand jobs in the world. Lambda School is pioneering a new model of higher education in which the school invests in the students, instead of the other way around.

    Lambda has just successfully completed its Series B fund raising round with premier tier venture investors. We are operating in 40+ states across the US today and eyeing international expansion opportunities. 

    This is a student-facing, semi-technical and administrative role on the Student Success team, reporting to the Director of Student Success. As the Student Success Coordinator, you’ll serve as the main point of contact for project managers (PMs) and provide PMs with the tools they need to support students. Additionally, you’ll provide assessment evaluations of student performance, play a key role in creating student action plans, and manage student feedback loops.


    You must be comfortable suggesting and implementing new ideas that improve the quality and integrity of the school. You understand that there are always new opportunities for improvement and ways to elevate our standards.

    Duties and Responsibilities:

    Supervise Project Managers and oversee PM Slack Channels

    Create training materials and implement new tools and processes for Project Managers

    Proactively reach out to students who may be falling behind and create corrective action plans

    Ensure daily attendance reports are filled out and accurate

    Coordinate with PMs on Daily Standup feedback

    Monitor the Slack Feedback channel

    Manage student feedback looks: Anonymous feedback, Sprint Review feedback, Peer Code Review feedback, etc

    Follow up on Loaner Laptop requests and execution

    Develop and follow up on Student Action plans

    Lead the Part Time course evening Standup and Review sessions

    NPS Detractor and Passive outreach

    Maintain the data integrity of the Student Master Tracker, ensuring students have correct labeled sections, entering new class data, and updating section changes.

    Support Intro course logistics and PM support coordination

    Ensure best practices are maintained and enforced within the Student Master Tracker

    Other duties as required

    Education, Skills and Experience:

    1+ years of experience in a customer service facing role

    Enjoys working with data and pays great attention to detail

    Is task oriented and diligent about following up

    Great people skills -- sales experience preferred

    Very strong organizational skills

    Self-starting with the ability to effectively work autonomously with little oversight

    Excellent written and verbal communication skills; meticulous attention to detail

    Passionate about helping others succeed

    Intelligent, dedicated, flexible with a willingness to experiment

    Bonus points for experience with Zoom, Slack, Repl.it, Piazza, Youtube

    The position is a full-time, salaried role with medical benefits. We aim to find the right candidate and are looking to hire swiftly.


    Lambda School is an equal opportunity employer, and acts in this capacity without regard to race, color, religion, sex, national origin, age, or disability.

  • 1 month ago

    Mailparser and Docparser are growing! To continue delivering a first class experience to our customers, we are hiring an experienced Customer Success Specialist.

    The role we are hiring for includes a broad variety of Customer Success related responsibilities, such as answering to support emails, getting on the phone with current and prospective clients, advising customers on how to best set up our software, doing product demos, and more.

    We are a fully remote team, but you don’t need to be based in the US. You need to be willing to work during US business hours. Extra consideration will be paid to talent in Europe that can service our clients in multiple time zones. We have customers in a lot of places ;) Our current team is spread across Central, Eastern (USA) and the Central Europe time zone.

    This is a part-time role (20 hours per week) with potential for full time growth.

    About Mailparser and Docparser

    Mailparser is the market leader in email parsing with thousands of customers around the globe. Mailparser makes it easy to extract data from recurring emails, such a contact inquiries, purchased leads, and much more.

    Docparser is a document processing and workflow automation solution trusted by hundreds of customers around the globe. Docparser customers range from small startups to Fortune500 companies who want to automate document based workflows. Docparser can be used to extract data from various types of documents, such as invoices, purchase orders, delivery notes, etc.

    With both products, we save clients time & money by replacing tedious manual data entry tasks with a fully automated solution.

    Responsibilities

    * Front-line technical support via email
    * Calling prospective customers who requested to be called back
    * Doing live demos of our products for higher tier prospects
    * Maintaining and extending our support documentation
    * Effectively communicate the opportunity our products provide and why clients should want to have our parser software(s) embedded in their daily operations

    Required Experience / Skills

    * Experience in a customer-facing customer success or account management
    * Decent technical understanding on how the web and cloud based applications work
    * English Native or Bilingual (Written and Spoken)
    * Strong interpersonal skills and experience building strong internal and external relationships
    * Available during US business hours
    * Reliable Internet connection – 10/mbps dedicated line (minimum)
    * Curiosity and willingness to learn
    * SaaS experience is a benefit

    How To Apply For This Position

    Please email us at [email protected] with your CV, cover letter and desired hourly rate. Please add “Customer Success Specialist” in the email subject line. Please ensure your CV & Cover letter are shared on Google Drive with a link we can access. If all of these considerations are not followed, we will have to omit you from consideration. Details are very important in this role.

  • As a Technical Support specialist, you will be the primary point of contact to Meeting Owl end-users, resellers, and potential customers through all customer support channels, including chat, email, phone and social media. We are looking for an enthusiastic self-starter, who is comfortable taking the initiative to deliver outstanding customer support.
    Owl Labs’ mission is to solve a problem we’ve all experienced: meetings suck, and they are especially painful for the remote participants on the other side of the call. Considering the rapid growth in remote and distributed work, this is a perfectly timed problem for Owl Labs to solve. The market is hungry for products and content that make remote and distributed work better.
    With $22.3M funding from Spark Capital, Matrix Partners, and Playground Global, Owl Labs has created the Meeting Owl, a 360° smart video conferencing camera that sits in the center of the table and uses robotics algorithms to automatically highlight different people as they talk. After launching the product in June 2017, thousands of companies have purchased the Meeting Owl, saying it offers the most natural and inclusive meeting experience they’ve ever seen.

    Job Responsibilities:

    * Become a Meeting Owl expert. Maintain up-to-date and comprehensive knowledge of the Owl, its features, and its supported video conferencing platforms.
    * Communicate Meeting Owl's features and benefits to potential customers, while answering all product questions and addressing their concerns.
    * Own customer issues from start-to-finish, ensuring customers receive the fastest and easiest resolution to their issues.
    * Troubleshoot and resolve hardware and software issues while maintaining excellent customer support by using standardized tools, or seeking additional help or guidance from Engineering teams as necessary.
    * Escalate interoperability issues to external support organizations in order to investigate solutions and ensure a high standard of customer success.
    * Demonstrate customer relations skills and maintain a positive company and product image during all interactions.
    * By extracting information through customer interactions, provide voice of the customer feedback and suggestions, and product troubleshooting feedback to the relevant teams.
    * Work with SQA and Customer Support teams by testing and qualifying Owl compatibility with new video conferencing platforms and hardware.
    * Write and edit knowledge base articles based on information learned by customer interactions, and input from subject matter experts.

    Required Skills and Qualifications:

    * Experience in a call center, tech support, or another role that has honed great customer service skills. Preferably in a high tech software or hardware environment.
    * Bachelor’s Degree or equivalent experience prefered.
    * Exceptional written and verbal communication skills required, with the ability to tailor custom messages.
    * Passion for learning about and mastering new technology, include software and electronics.
    * Ability to use your resources to troubleshoot technical problems, identify knowledge gaps, and quickly research and find answers to customer questions or issues.
    * Must have the ability to work independently and manage time effectively.
    * If remote, you must be motivated and thrive in a work-from-home or shared office space environment. Your work environment must have a strong internet connection.
    * Dedication to solving problems and delighting customers with quick, polite and efficient customer service.
    * Familiarity with a CRM or ticketing system, and with standard business applications (Google Sheets, Google Docs, Excel, Word, etc.).
    * Experience with video conferencing technologies in a business setting.
    * Experience setting up and troubleshooting Wi-Fi networks, or Wi-Fi connected devices a plus.

    Owl Labs is 33% remote and headquarters are based in Somerville, MA. This role can be either an on-site or remote position. Please specify in your application.


  • Normally we hire candidates for our Customer Champion team to work a standard Monday to Friday work week. However, right now we are in need of someone who can help our customers in a full-time, 5 day work week that always includes Saturday and Sunday. If you're excited about this role but you'd prefer a Monday to Friday work week, check out our jobs page for other roles that may be a good fit.

    Hi there!

    We're looking for someone who loves helping people solve tricky technical problems. If you love interacting with people on a daily basis to help them learn how to optimize their work then read on…

    We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. We hope you'll take the leap of faith and apply.

    Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

    About You

    You're empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.

    You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it's only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.

    You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.

    You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates).

    You're persistent. Support at Zapier is much different than at many software companies. It's not the same questions over and over again, and often involves researching technical nuances of the apps we support. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.

    You love doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.

    You love to set your own course. At Zapier, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.

    We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Zapier customers.

    Things You Might Do

    Zapier is a small, fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:

    • Help customers via email or chat to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.
    • Write documentation to help users help themselves (all the documentation on our help site is written and maintained by the support team: https://zapier.com/help/)
    • Work with the product team to build tools that will speed up and increase the quality of support at the same time
    • Experiment: this is a startup so everything can change

    How To Apply

    We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate.

    After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

    About Zapier

    For the past six years, Zapier has been helping people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

    We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

    We believe that with the right tools, you can have big impact with less hassle.

    We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

    We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

    The Whole Package

    Location: Anywhere (100% Remote)

    If you want to work remote, that's great. If you want to work near others, that's cool too. Our team of 170+ is distributed because it lets us work with the best people. You don't have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

    However, due to the unique needs of support, we do hire with coverage for specific timezones in mind. Generally speaking, this means that we count on new teammates to work from the timezone they're hired in. As with every rule, there are absolutely exceptions and flexibilities, and advance notice of long-term timezone changes goes a long way! If you have any questions on this at all, we'd be happy to discuss the specifics of your situation during the interview process.

    Compensation:

    • Competitive salary (we don't use remote as an excuse to pay less)
    • Great healthcare + dental + vision coverage*
    • Retirement plan with 4% company match*
    • Profit sharing
    • 2 annual company retreats to awesome places
    • 14 weeks paid leave for new parents of biological or adopted children
    • Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
    • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
    • Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

    *While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to US-based employees.

     

    Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

    Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

    Apply Here
  • We promise you haven’t worked with anyone like us before.  We’re a Minneapolis, MN-based early-stage tech company that’s changing the way businesses do marketing, lead generation, and conversion rate optimization online.  With a growing team that works closely together, we move fast and enjoy what we do.
    As a Technical Support Specialist, you’ll have turbo-charged technical skills, think deeply about the best solutions, and want to work with a fantastic team of people.
    Come join the fun and build something great with us.

    What you’ll do:

    Your day-to-day responsibilities will shift and grow but to start with, you will:
    * Take great joy in answering questions and solving the problems of our fantastic customers
    * Know how to really listen and have empathy for the customer’s situation
    * THRIVE on going the extra mile…even when it’s not asked for
    * Help build our knowledge-base of answers to frequently asked questions
    * Stay current with our new products, features, and integrations, reinventing your problem-solving to incorporate this constant change
    * Fearlessly push to hit ticket response goals both in terms of speed and accuracy
    * Leverage resources available to you and our systems to make the team’s hard work go further than anyone thought possible

    What you’ve done:

    You have a unique combination of skills, talents, and mindset, including:
    * Pride in providing world-class support and have a positive personality to boot
    * Some Technical Support or online help desk experience
    * Are great at answering emails and support tickets, and you’re not too bashful to get on the phone to work through customers' issues in real time
    * Experienced in some (or all!) of our technology stack: WordPress, e-mail marketing apps/Email Service Providers (ex. MailChimp, ConstantContact, and AWeber) or CRM's (ex. ZenDesk or Salesforce.com)
    Who you are:

    * Support is in your DNA and you get a rush out of helping people
    * You’re looking for a place to let your inner Geek shine
    * You have a superhuman aptitude for grammar, you're a pro at spotting typos and have a flair for proper punctuation
    * You're incredibly positive and enjoy making another person's day
    * You possess technical adaptability in a constantly changing and expanding work environment
    * You often ask yourself “I wonder what will happen if…?” and aren’t afraid to test your hypotheses to see if they work (because if they don’t you’ll still learn something!)
    Finally, you know how job applicants always say they have “great attention to detail?” That’s not just a phrase with us: it’s a must-have for success. You’ll need to pick up on nuances in support tickets and tiny details in emails. If you’re not truly detail-oriented, this won’t be a great match!

    Who we are:

    Leadpages was thrilled to make #297 on the 2017 Inc. 5000 list (we were #3 in Minnesota) and to be named a Star Tribune Top Workplace for the past three years in a row! To learn more about the teams that have helped us achieve these honors, we invite you to visit our Instagram and About pages.
    We consider working for a successful early-stage tech company to be a lifestyle choice rather than a job choice.  You will work hard and face exciting challenges, but our positions come with amazing advantages and fulfillment to those who earn them.  If you bring your ‘A game’ to the table, here’s what we’ll bring:

    * Competitive pay, benefits, and equity
    * 2 (yes, two) work-from-home days per week
    * A gorgeous, bright office, conveniently located in Downtown Minneapolis
    * A fully-stocked snack bar and drink fridge to keep you fueled
    * The chance to learn from some of the best people in the business, including our fiercely compassionate leadership team
    * Career development isn’t just idle chit-chat but a tangible outcome of our robust People & Culture function In 2016, we were overjoyed to give promotions to 27% of our stellar employees.
    * Challenging and meaningful problems to solve - you will invariably make a difference and impact
    * A vibrant and devoted team, who still finds time for fun
    * Finally, no politics and no jerks

    At Leadpages, we strive to create an inclusive workplace that upholds the dignity of all people. We value, respect, and celebrate everyone’s individualities and honor their unique strengths from all different walks of life. We believe that embracing diversity of thought and perspective encourages collaboration that leads to product (and people!) innovation, diverse products and a successful business.

    Sound like you?

    To apply, please submit your tailored resume (using the “Apply” or “Submit Resume” button), a link to your LinkedIn profile, and a cover letter explaining why you feel you are a fit for this position. We won’t be able to individually respond to all applicants, but if we feel you’re a strong match, someone will be in touch within 5 business days. Thanks and we look forward to hearing from you! 
  • This role is for someone who can support our growing team located anywhere in India. Please only apply for the role that best fits your region and don't apply for all available roles.

    This is a standing job listing. That means we may not be actively looking for a new Customer Champion at the moment, but we are frequently enough that we take applications since the next time we will be looking is right around the corner.

    Hi there!

    We're looking for someone who loves helping people solve tricky technical problems. If you love interacting with people on a daily basis to help them learn how to optimize their work then read on…

    We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. We hope you'll take the leap of faith and apply.

    Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

    About You

    You're empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.

    You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it's only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.

    You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.

    You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates).

    You're persistent. Support at Zapier is much different than at many software companies. It's not the same questions over and over again, and often involves researching technical nuances of the apps we support. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.

    You love doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.

    You love to set your own course. At Zapier, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.

    We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Zapier customers.

    Things You Might Do

    Zapier is a small, fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:

    • Help customers via email or chat to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.
    • Write documentation to help users help themselves (all the documentation on our help site is written and maintained by the support team: https://zapier.com/help/)
    • Work with the product team to build tools that will speed up and increase the quality of support at the same time
    • Experiment: this is a startup so everything can change

    How To Apply

    We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate.

    After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

    About Zapier

    For the past seven years, Zapier has been helping people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

    We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

    We believe that with the right tools, you can have big impact with less hassle.

    We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

    We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

    The Whole Package

    Location: India - (any time zone)

    If you want to work remote, that's great. If you want to work near others, that's cool too. Our team of 170+ is distributed because it lets us work with the best people. You don't have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

    However, due to the unique needs of support, we do hire with coverage for specific timezones in mind. Generally speaking, this means that we count on new teammates to work from the timezone they're hired in. As with every rule, there are absolutely exceptions and flexibilities, and advance notice of long-term timezone changes goes a long way! If you have any questions on this at all, we'd be happy to discuss the specifics of your situation during the interview process.

    Compensation:

    • Competitive salary (we don't use remote as an excuse to pay less)
    • Great healthcare + dental + vision coverage*
    • Retirement plan with 4% company match*
    • Profit sharing
    • 2 annual company retreats to awesome places
    • 14 weeks paid leave for new parents of biological or adopted children
    • Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
    • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
    • Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

    *While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to US-based employees.

     

    Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

    Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

    Apply Here
  • Universe (US timezones)
    1 month ago

    Universe is the first website builder designed from the ground up for phones. We make a complex process super fun and powerful for everyone. This is possible because of our breakthrough grid editor, which allows anyone to make sophisticated sites from their phones without code. (This site was built with the app.)

    We were part of YC Winter 18, raised $7.2M to date from tier 1 VCs like Javelin, Greylock, and General Catalyst, and just hit 200,000 sites created. 

    We’re a 7 person distributed team with a headquarters in NYC, driven by the larger goal of empowering everyone to build the internet. In this role, we’re looking for someone who can help us grow our business to the next level.

    We believe the internet is a better place when everyone has the power to build it. As our first support hire, you'll be instrumental in helping us define a world-class experience for creating the web. Universe is a radical new take on building websites and we're looking for someone who shares our excitement to help it reach more people.

    What your day might look like:

    • Managing and tracking inbound support tickets via Intercom

    • Keeping track of bug reports/issues

    • Updating our documentation/support center

    • Identifying and sharing up feedback and patterns you're seeing on the ground floor

    • Helping us define support processes to grow

  • 1 month ago

    Zapier is a 100% globally distributed team. We are looking for Customer Champions globally. This role is intended for International applicants that live in time zones that may not be otherwise listed on the Jobs page. Please only apply for the role that best fits your region and don't apply for all available roles.

    This is a standing job listing. That means we may not be actively looking for a new Customer Champion at the moment, but we are frequently enough that we take applications since the next time we will be looking is right around the corner.

    Hi there!

    We're looking for someone who loves helping people solve tricky technical problems. If you love interacting with people on a daily basis to help them learn how to optimize their work then read on…

    We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. We hope you'll take the leap of faith and apply.

    Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

    About You

    You're empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.

    You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it's only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.

    You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.

    You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates).

    You're persistent. Support at Zapier is much different than at many software companies. It's not the same questions over and over again, and often involves researching technical nuances of the apps we support. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.

    You love doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.

    You love to set your own course. At Zapier, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.

    We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Zapier customers.

    Things You Might Do

    Zapier is a small, fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:

    • Help customers via email or chat to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.
    • Write documentation to help users help themselves (all the documentation on our help site is written and maintained by the support team: https://zapier.com/help/)
    • Work with the product team to build tools that will speed up and increase the quality of support at the same time
    • Experiment: this is a startup so everything can change

    How To Apply

    We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate.

    After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

    About Zapier

    For the past seven years, Zapier has been helping people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

    We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

    We believe that with the right tools, you can have big impact with less hassle.

    We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

    We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

    The Whole Package

    Location: Remote (Anywhere)

    If you want to work remote, that's great. If you want to work near others, that's cool too. Our team of 170+ is distributed because it lets us work with the best people. You don't have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

    However, due to the unique needs of support, we do hire with coverage for specific timezones in mind. Generally speaking, this means that we count on new teammates to work from the timezone they're hired in. As with every rule, there are absolutely exceptions and flexibilities, and advance notice of long-term timezone changes goes a long way! If you have any questions on this at all, we'd be happy to discuss the specifics of your situation during the interview process.

    Compensation:

    • Competitive salary (we don't use remote as an excuse to pay less)
    • Great healthcare + dental + vision coverage*
    • Retirement plan with 4% company match*
    • Profit sharing
    • 2 annual company retreats to awesome places
    • 14 weeks paid leave for new parents of biological or adopted children
    • Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
    • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
    • Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

    *While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to US-based employees.

     

    Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

    Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

    Apply Here
  • Paddle (Anywhere, on EST hours)
    1 month ago

    We are looking for someone to act as a partner, consultant and advisor to our growing base of software clients. You will be working with technology companies, offering top-notch customer support and creating long term customer relationships. And above all, you will be helping real people trying to solve real business problems.

    Ideally, you have a strong sense of empathy and you care about people as much as you care about getting your work done. You also have a natural fluidity and thoughtfulness to your written and verbal communication. A good sense of humour is also always a plus.
    You will be part of a team of 5 specialists, reporting into the Success Operations Manager who will empower you to have a voice as to where your department is heading in the future. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.

    This is a remote role, you can work from anywhere in the world and you will be covering standard US hours (EST) for 5 days a week,  including all weekends. This means that you will be required to work every weekend, but you are free to choose which 3 days you want to add to that.

    What you'll do

    * You will respond to and resolve customer queries through all our channels (including email, chat, Twitter, Facebook and phone), empowering our customers to get the most out of Paddle and grow their businesses.
    * You will drive our Voice of the Customer program to advocate for our software sellers and improve Paddle by incorporating user feedback.
    * You will increase customer satisfaction and build loyalty by providing amazing, personal customer support.
    * You will help to develop our team and Paddle through sharing knowledge, creating first-class documentation, contributing to blog posts, experimenting with innovations and discussing best practices.
    * You will escalate critical support issues to the appropriate internal channels.

    We'd love to hear from you if

    * You have 1+ years in online customer support, preferably supporting a SaaS product.
    * You have worked with HTML, CSS and have used browser developer tools to investigate problems.
    * You are comfortable using API’s to diagnose and find solutions.
    * You are used to working remotely and are highly organised in communicating with teams across different time zones.
    * You are a proficient English speaker.
    * You enjoy interacting with and helping people and seek to empower and educate our customers. If there’s a roadblock, you want to smooth it away.
    * You bring solutions to the table, not just problems. (But you aren’t afraid to point out where we’re going wrong)

    It'd be great if

    * You have worked for a SaaS company, ideally offering customer support to other software companies.
    * You are comfortable with a little chaos and uncertainty. We move fast and sometimes decisions are made without all of the information.

    Why you'll love working at Paddle

    We are a diverse team of just over 140 people (quickly on our way to 180+) based in Shoreditch. We care deeply about enabling a great culture which is inclusive no matter your background. We celebrate our diverse group of talented employees and we pride ourselves on our transparent, collaborative, friendly and respectful culture.
    We offer a full slate of benefits, including competitive salaries and we believe in flexible working. We value learning and will help you with your personal development where we can — from constant exposure to new challenges and annual learning stipend to regular internal and external training.

    About us

    Our mission is to help software companies succeed — enabling them to focus on creating products the world loves. Hundreds of companies rely on our e-commerce platform to sell their software products globally, as well as our powerful analytics and marketing tools to understand and grow their businesses.
    Our vision is to become the platform that all software companies use to run and grow their business. We aim to replace a fragmented ecosystem of specialised tools with a unified platform that removes the complex burden that comes with running a software business, whilst also providing unparalleled insight to help them grow faster.

    We’re early in our journey but making great progress: Deloitte Fast 50 named us the fastest growing software company in the UK (we’ve tripled revenue every year since our launch in 2012), and we’ve raised over $17m in funding from incredible investors such as Notion, BGF and Kindred. 

  • 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.

    Requirements:

    • 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? You’re our guy/girl!

    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.

  • Livestorm (US timezone)
    1 month ago

    As part of the support team, you will join a crew of product experts willing to give great service, help customers in their day to day usage of the platform and be the proxy between our customers and the product team.

    Mission

    * Help US timezone based customers successfully use Livestorm

    * Work either remotely or with a custom schedule to cover the US timezone

    * Respond quickly to customer-submitted questions and requests

    * Improve our documentation (written and videos)

    * Come up with new content ideas to help customers.

    * Provide detailed and accurate product feedback to the team

    US Operations

    Being in charge of the US market, you will be either:

    * based in the US

    * working from a remote location in the US timezone

    * working from France on the US schedule

    Requirements

    * 1+ years of experience in Account Manager or Customer Success

    * Flexible and agile in adapting to quick changes in a startup environment

    * Fluent, ideally native, in English (both written and spoken)

    * Enough French in order to communicate with the team 

    * Positive minded and good energy

    * Excellent customer service skills

    * Always a willingness to go the extra mile to please and delight users

    * Excellent writer and communicator

    * Internet savvy with a strong interest in startups

    * Previous experience with a live chat software is a plus

  • Maintenance Coordinator (Customer Service, Operations) - Fully Remote

    We are looking for a customer-obsessed operator! If you enjoy working with customers over the phone, taking inbound calls, and making outbound calls, then this is the perfect position for you.


    Make sure that tenant’s get their maintenance requests coordinated promptly and efficiently. Take the next step and send us your resume.


    Latchel supports property management companies and landlords across the US. Our primary service troubleshoots and dispatches 24/7 emergencies for property managers. We work with a company's existing vendors if they have them and provide vendors when their vendors are unavailable or they don't have them. We provide diagnostic, troubleshooting, and dispatching services so property managers have more free time and less frustration. We use technology to improve the experience for renters and vendors and make our operations processes more efficient.


    Latchel offers services in several multi-billion dollar industries. Property management is a $72B industry in the US; contractor services are worth hundreds of billions. Both of these industries are underserved by technology and suffer from low market penetration and extreme fragmentation. At Latchel, we believe we understand the reasons for low market penetration and take a different approach than other companies in the field. We'd love to talk to you more about this. Please apply to one of the jobs below so we can talk more about this challenge. Want to learn more about working at Latchel? Read our Leadership Principles.


    Latchel is a 100% remote team so everyone is expected to be autonomous and self-motivated. We invest heavily in making our remote culture feel like a connected team and also invest in making your workspace the most effective you can be. 


    Send applications to jobs @ latchel dot com. In your email please tell us why you are interested in Latchel.

  • Job Location - Budapest, Hungary - or remote, preferable from North America - East Coast or from Japan


    We put an extraordinary amount of effort and love into building the best automation platform for mobile developers. We're looking for someone who can apply that same vision and thoughtfulness to the communication with the members of our community asking for support.

    Responsibilities


    * Initial support and classification and performing initial fault diagnostic

    * Communication within the organization

    * Keeping affected customer informed about progress on incident reports

    * Escalating issues to Technical Support Team if necessary

    * Take ownership of customer issues reported and see problems through to resolution

    * Provide prompt and accurate feedback to customers

    On typical days, you'll


    * Communicate with clients from around the world within our business hours and help them solve issues that arise during the build process

    * Sync with our development teams for prompt identification of faulty behaviour within the product

    * Escalate complex issues to our Technical Support Team

    * Sync with the Support team in Hungary



    Requirements


    You must have

    * Flawless written English

    * Excellent problem-solving and communication skills

    * Ability to diagnose and troubleshoot basic technical issues

    * Ability to provide step-by-step technical help, both written and verbal

    Big plus if you have experience in


    * Supporting complex IT systems

    * Basic knowledge of software development tools

  • 1 month ago

    At Signifyd we’re creating a new market. We’re constantly improving and expanding the technology that has changed what fraud protection for e-commerce looks like. So we don’t have time for office politics. We understand that different people have different work styles and we thrive on variety while learning from each other. We’re all Signifyers, so we know that what needs to get done will get done.


    Signifyd is a place where no one is going to tell you how to do your job. If you want help, you'll get it — from all quarters. But we pretty much figure out what needs to be done, who's in the best position to do it and then let that person roll-up her or his sleeves and have at it. We're protecting retailers from online fraud in a way that's never been done before and we could use your help if you're someone:


    - Who believes challenges are best overcome by thinking differently.

    - Who knows his or her role, but isn’t confined by it.

    - Who’s greatest satisfaction comes from helping customers succeed and achieve their dreams.

    - Who isn’t afraid to disagree, convincingly, civilly and honestly.


    Oh, and a few particulars for this role:


    Signifyd is seeking a passionate, driven Customer Success Leader to help build out our CS organization.  As Director of Customer Success you are responsible for the ongoing success of our East Coast and EMEA territories for Signifyd’s high-touch accounts. You will lead a team of Customer Success Managers (CSMs) and will work cross-functionally with multiple internal teams to ensure alignment with customer objectives. Your team will play a crucial role in engaging with customers to ensure optimal platform usage, track key success metrics/outcomes, share product roadmap plans and conduct regular business reviews.  This is a tremendous opportunity to help shape and scale our CS organization as we meet our hyper-growth plans.


    *Candidates should be located in Boston, NY, Raleigh-Durham or Atlanta

    Responsibilities

    Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention

    Leverage knowledge of the Signifyd platform to advise on best practices around product usage with end users

    Develop collateral and conduct periodic account reviews with client executive teams

    Ensure swift resolution of account issues, by leveraging resources from cross-functional teams, as needed

    Provide executive oversight and client communication

    Work closely with Marketing to identify successful customers and turn them into advocates

    Partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.

    Lead, motivate and develop team of CSMs

    Embody Signifyd values and serve as a role model for team members

    MBA preferred

    Requirements

    5+ years of Customer Success Management/Leadership working with enterprise customers

    People management experience required

    Proven customer management skills with large and complex accounts

    Ability to analyze complex situations, develop associated action plans and lead teams to achieve key objectives

    Creative, resourceful, detail-oriented, and highly organized

    An analytical and metrics-driven work style

    Excellent communication and presentation skills

    Self-starter who thrives under ambiguity in a fast-paced, deadline oriented environment

    Passion for e-commerce and new technology

    Background in e-commerce, payments, fraud or data science is a plus

  • 1 month ago

    Do you enjoy troubleshooting technical issues and are detail-oriented? Are you able to communicate technical information simply and easily to technical and non-technical customers?

    If so, we’d like you to learn about Files.com!

    At Files.com, we believe that providing great customer support is a matter of integrity.

    We won’t feel good about the product we’ve built if customers can’t figure out how to use it, if it has incomplete documentation, or if bugs don’t get resolved.

    So we invest heavily in our Customer Success team with the goal of being overstaffed so that our customers get the best experience possible.

    About Files.com

    Files.com is the new name for BrickFTP, a cloud storage service that has existed since 2009 and has over 1,700 paying business customers.

    (We hope to be launching the new Files.com homepage within the next month.)

    Our company consists of 14 (and growing to 35 by the end of 2019) full time USA-based remote employees who work from home.

    Our products and services are used by over 2,000 enterprises and SMBs, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.

    We’re Bootstrapped, Profitable, and Growing

    Our success comes from building a great service that solves problems for our customers, and our growth comes from expanding and improving our products as quickly as we can.

    We believe that great products can only be built by great people. So we’re on a quest to find the smartest, most creative, and most motivated people, and create an environment in which they thrive.

    We Are A Remote Company

    You will work from home and have some flexibility to choose your working hours, allowing you to make time for family, recreation, vacations, or anything that is important to you.

    You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. You’ll have the time to take longer vacations and have fun.

    Every quarter, you’ll travel to an in-person meeting with the entire team to meet and work together face to face. These meetings are in cities that are fun to visit. In the last few years, we’ve been to Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City.

    We think that these in-person meetings are vital to the success of a remote team.

    About the Role

    Our Customer Success (Support) Team’s name reflects its primary goal: maximizing our customers’ success.

    Daily responsibilities in pursuit of this goal include responding to customer product inquiries and providing technical support.

    You will help triage customer reported issues and respond to them via phone, email, and chat.

    In addition to providing customized solutions and recommendations, you will be asked to track recurring issues and report them to the appropriate team or individual.

    You can further specialize in things like technical documentation, internationalization, and knowledgebase once hired into this role.

    Minimum Qualifications:

    • Bachelor’s degree or relevant experience.

    • 5+ years of Customer Support / Service experience for a SaaS or technical business services company.

    • Ability to communicate technical information in a simplified, easy to understand manner.

    • Excellent written and verbal communication skills.

    • Top-notch customer demeanor.

    Preferred Qualifications:

    • 10+ years of Customer Support / Service experience.

    • Knowledge of hosting-related topics and technologies like TCP/IP, IP routing, DNS, FTP, HTTP, Email, Firewalls, SSL/TLS, Unix, or Linux.

    • Experience working on a remote team.


  • Normally we hire candidates for our Customer Champion team to work a standard Monday to Friday work week. However, right now we are in need of someone who can help our customers in a full-time, 5 day work week that always includes Saturday and Sunday. If you're excited about this role but you'd prefer a Monday to Friday work week, check out our jobs page for other roles that may be a good fit.

    Hi there!

    We're looking for someone who loves helping people solve tricky technical problems. If you love interacting with people on a daily basis to help them learn how to optimize their work then read on…

    We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. We hope you'll take the leap of faith and apply.

    Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

    About You

    You're empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.

    You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it's only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.

    You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.

    You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates).

    You're persistent. Support at Zapier is much different than at many software companies. It's not the same questions over and over again, and often involves researching technical nuances of the apps we support. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.

    You love doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.

    You love to set your own course. At Zapier, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.

    We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Zapier customers.

    Things You Might Do

    Zapier is a small, fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:

    • Help customers via email or chat to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.
    • Write documentation to help users help themselves (all the documentation on our help site is written and maintained by the support team: https://zapier.com/help/)
    • Work with the product team to build tools that will speed up and increase the quality of support at the same time
    • Experiment: this is a startup so everything can change

    How To Apply

    We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate.

    After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

    About Zapier

    For the past six years, Zapier has been helping people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

    We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

    We believe that with the right tools, you can have big impact with less hassle.

    We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

    We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

    The Whole Package

    Location: Eastern US and Canada

    If you want to work remote, that's great. If you want to work near others, that's cool too. Our team of 170+ is distributed because it lets us work with the best people. You don't have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

    However, due to the unique needs of support, we do hire with coverage for specific timezones in mind. Generally speaking, this means that we count on new teammates to work from the timezone they're hired in. As with every rule, there are absolutely exceptions and flexibilities, and advance notice of long-term timezone changes goes a long way! If you have any questions on this at all, we'd be happy to discuss the specifics of your situation during the interview process.

    Compensation:

    • Competitive salary (we don't use remote as an excuse to pay less)
    • Great healthcare + dental + vision coverage*
    • Retirement plan with 4% company match*
    • Profit sharing
    • 2 annual company retreats to awesome places
    • 14 weeks paid leave for new parents of biological or adopted children
    • Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
    • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
    • Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

    *While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to US-based employees.

     

    Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

    Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

    Apply Here
  • Overview:
    Fexa is looking for a Client Ambassador to join our remote team as we continue to expand our already growing customer base. This position’s primary responsibility is to manage the post-sales onboarding process for new customers effectively.

    Additionally, the Client Ambassador will manage the day-to-day onboarding and customization activities while acting as a liaison between the client and the development team. Strong time management, organization, and communication skills are critical for success in this role.

    Responsibilities:

    • Facilitate the relationship between client and internal teams.
    • Become an “expert user” of our platform.
    • Utilize various communication and project management tools to conduct meetings, document and discuss project expectations, task assignments and timelines.
    • Maintain a reasonable balance between customer deliverables and internal development workloads.
    • Track progress of upgrades and customizations for existing customers.
    • Train customers in their use of our platform by leading training sessions and presentations.
    • Develop forms, training aides and best practices to help streamline onboarding and customizations.
    • Provide (mostly non-technical) support to our new and existing customers on a daily basis.
    • Watch for and keep track of repeat issues that may require the development of a permanent solution.
    • Provide pre-sales support to ensure customer’s key requirements are documented during the proposal process.
    • Collect customer requirements from both written and verbally expressed requests.
    • Occasional travel to tradeshows and customer sites for training and/or implementation.

    Experience and Skills Desired:

    • Excellent communication and presentation skills.
    • Excellent organization, documentation and time management skills.
    • Critical thinking and creative problem-solving skills.
    • Ability to manage multiple projects simultaneously.
    • Experience in communicating technical ideas to non-technical audiences.
    • Ability to learn new tools and software quickly.
    • Positive, self-starter attitude.

     

    Benefits:

    • Health Insurance
    • Dental Plan
    • Vision Plan
    • 401k Retirement Plan
    • Remote working office
    • 2 weeks of PTO
    • MacBook Pro
    • Awesome colleagues
  • 1 month ago
    What we need:
     
    Logikcull is looking for an enthusiastic, empathetic and positive individual to drive customer satisfaction and adoption at the cutting edge of legal technology! Technical Support Advisors are the first point of contact for Logikcull’s customers, and responsible for driving results through passionate customer care. Ideal candidates are excited about using the latest in technology to solve problems, relentlessly curious, and unafraid to be constantly asking “why?”.
    We are looking for someone willing and able to spend their first 2-3 months in San Francisco, California to complete onboarding. This time at Logikcull’s headquarters will help with your understanding of our product, as well as our fabulous team!  After completing onboarding this position will permanently work from home, helping us cover after hour shifts. 

    What you'll be doing:

    • You are the face and voice of Logikcull, and work on the front lines of customer experience
    • Correspond with customers via chat, phone, and email
    • Work alongside our Customer Success team to empower customers, helping them fully realize the value of our technology
    • Have a “first principles” understanding of how electronic discovery data is managed, from which you can creatively problem solve with our user interface with the Engineering, Product Management and Sales teams to advocate internally for users
    • Adopt additional responsibilities including QA of new product features, ticketing maintenance, and upkeep in Salesforce, as well as success-related project work and cross-functional opportunities within Logikcull.
    • You’re excited to grow professionally with a fast-paced bay area tech startup, taking on additional responsibilities and projects as needed

    What we need from you:

    • BA/BS or equivalent experience.
    • Highly empathetic, energetic, and passionate about solving problems!
    • Experience interfacing with customers in a fast-paced and high-pressure environment
    • Superior attention to detail, a little bit of OCD goes a long way!
    • Solid understanding of SaaS methodology
    • Strong organizational and analytical skills, and ability to think on your feet
    • Adept at managing multiple tasks simultaneously, and excellent self-management skills
    • Familiarity with the American legal system, legal technology, or electronic discovery industry a huge plus
    • Experience with platforms such as Salesforce Service Cloud, Intercom, Jira, and Excel
    • Ability to work 5am - 1pm PST from home office
  • 1 month ago
    More and more companies are using GitHub Enterprise, so the support team is growing. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We're looking for Enterprise Support Engineers, in North America, some European territories, Australia, Japan, and New Zealand to support our GitHub Enterprise product installed and managed in the customer's virtualization environment.
     
    Your main responsibility will be to work with our customers via web interface, email, phone and chat to solve support tickets. Tickets are usually opened by internal system administrators, and can include investigating load or networking issues, debugging application errors, and discussing feature requests. You'll also work with our engineering team to prioritize issues and development, and our documentation team to improve customer-facing resources. You don’t need to be a Git expert, but you do need to have technical experience and a passion for helping people.
     
    The position reports to an Enterprise Support Manager and works closely with other teams and leaders across the company.
     
    GitHub works remotely and asynchronously as much as possible. While this role does not require you to live near our office, it will require some travel to meet with co-workers or attend company events.
     
    This role may require working non-standard working hours, including weekends and holidays. 
     

    Responsibilities

    • Solve complex customer support tickets often involving Linux servers, source code, and web application issues
    • Effectively communicate technical information to customers and engineering groups at GitHub
    • Work proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothly
    • Identify bugs and improvements in the GitHub Enterprise codebase
    • Manage urgent customer outages during business hours

    Minimum Qualifications

    • General understanding of how modern web applications work
    • Prior experience providing technical support
    • Excellent problem solving skills
    • Familiarity with some flavor of production-level virtual machine (e.g., VMware ESX, Xen, KVM)
    • Enthusiasm for working directly with customers
    • Stellar English and grammar skills

    Preferred Qualifications

    • Worked closely with large complex customer accounts
    • Familiarity with Git and GitHub
    • Experience with phone support
    • Ability to look through and understand code (Ruby / Bash)
    • Previous experience as a Linux System Administrator
    • Previous experience providing on-site consulting or professional services
     

    Who We Are:

    GitHub is the developer company. Over 31 million people use GitHub to build amazing things together across 100 million repositories. We make it easier for developers to be developers: to work together, to solve challenging problems, to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.
  • You probably haven’t run into a company like Olark before.

     

    We are 32 people distributed around the globe working together to fundamentally change the way people communicate with businesses. We care deeply about customer service which is reflected in our All Hands Support model. Our passion and dedication for our over 10,000 customers is a direct result of our people centric org model. We’ve been around for 10 years (!), are bootstrapped, and have an award-winning customer support team.

     

    Do you love providing great customer support and have meticulous attention to detail? Do you enjoy working through bugs, solving problems, and creating sustainable solutions? If so, keep reading, because we are looking for a new member to join our incredible customer support team.

     

    You will play a pivotal role in helping define our customer support culture by contributing to our positive organization and fulfilling our company goals to provide the best possible experience to our customers. We do this by building user-facing web applications and infrastructure to help thousands of people build stronger connections with their customers via real-time web chat.

     

    This is a fully remote position. You must be based in the Eastern time zone within the United States or Canada. This is to ensure we have adequate range of support at all times of the day.

     

    Your primary responsibilities will be:

    Frontline support: interacting with existing and potential customers, primarily via Olark chat and email, and occasionally over the phone, Zoom, or social media.

    Technical support and solutions: working with our customers and other Olarkers to identify (and build!) technical solutions. 

    What we expect of you:

    2+ years of public facing customer support experience. 

    Some technical experience and interest: you enjoy finding and building out technical solutions to customer concerns; you like to hack on projects in your spare time, you enjoy debugging, and you have an action-oriented approach to solving problems. You have a basic understanding of Javascript, HTML and CSS. You also have some experience with APIs. 

    Experience working with CRM and helpdesk software such as Salesforce, Helpscout and Zendesk. 

    Excellent written and spoken English-language proficiency; proficiency in other languages is icing on the cake!

    You must LOVE chatting with people and solving problems. 

    You have incredible skills at communicating technical issues to both engineers and to new users of all skill levels. 

    Experience with, or willingness to try, working remotely.

    Interest in building your career within CS: working on projects that directly impact the culture and effectiveness of the CS team.

     

    You can expect a lot from us:

     

    First off, make sure to read about our team culture at olark.com/jobs, and our values at olark.com/values. Beyond what you see there, as a member of our support team you can expect:

     

    A great remote culture and team: Even though we’re geographically dispersed, our team makes the effort to connect to one another and we provide in person opportunities to further enhance that bond. We genuinely like each other.  

    A life outside of work: Olarkers generally work 40 hour weeks. Work is a marathon, not a sprint. We are building a company for the long haul.

    We value your time to do focused work: We have one weekly required customer support meeting and a team wide sync. We appreciate and take advantage of the time we have to get in sync, but we also deeply value and respect our time to think and do focused work.

     

    Olark is committed to diversity in its workforce. Olark is an equal employment opportunity employer and considers qualified applicants without regard to gender, sexual orientation, gender identity, race, veteran or disability status.

    About Olark

    Olark Live Chat connects you to the right customer, in the right place, at the right time.

  • Who is Karat?

    Interviewing is the gateway to building careers and teams. Yet, it’s no one’s job to do it with fairness and professionalism -- so we made it our job.

    Karat conducts first-round technical interviews on behalf of companies like Indeed, Intuit, Pinterest, and Citrix. Our network of experienced Interview Engineers have conducted tens of thousands of technical interviews with software engineering candidates. Clients increase capacity to interview and unlock engineering productivity, all while providing exceptional candidate experiences.

    Our Mission

    Our mission is to be the world’s interviewer. We conduct highly predictive interviews for our clients with rigor, humanity and fairness. Karat helps companies hire the engineers they need to create the future and helps ensure that engineers are in jobs that maximize their strengths.

    Operations at Karat

    The Customer Experience Specialist works at the heart of Karat’s product and operations. You'll play a crucial role in defining the Karat user experience. You’ll be on the front lines in interacting with candidates and interviewers and representing the Karat brand, as well as the brands of our clients. In addition, you will play an important role in helping to refine our core interviewing  product based on your interactions with candidates and interviewers.
    • Non-Permanent independent contractor
    • 100% remote opportunity
    • Shift availability will flex based on volume
    • Must be available at least one weekend day
    • Hourly compensation: $15/hour to start
    We are specifically looking for individuals to fill the following shifts 
    • Monday: 8am-5pm PT
    • Tuesday: 
    • Wednesday: 2pm-10pm PT
    • Thursday:
    • Friday: 5pm-10pm PT
    • Saturday: 5pm-12am PT, 9am-5pm PT
    • Sunday:  9am-5pm PT, 2pm-10pm PT, 5pm-12am PT

    Core Responsibilities

    • Provide real-time support to candidates and interviewers during live interviews
    • Work with our network of technical interviewers to accurately portray candidates’ interview results
    • Develop and execute against communication protocols, messaging, and workflow to ensure that candidates’ questions and concerns are responded to in a timely fashion and reflect the Karat brand and values
    • Continuously drive improvements in the overall customer experience

    About you

    • Have superb English communication skills.
    • Are able to be productive while working remotely.
    • Have great writing skills--you’ll be editing a lot of content.
    • Are able and desire to learn quickly in a fast-paced, startup environment.
    • Can communicate and collaborate well with others: you’ll need to empathize appropriately with distinct audiences (developers, candidates, clients, etc).
    • Like dynamic environments where constant innovation is required. We are always trying to improve and we’ll look to you to keep an eye out for areas of improvement after you are familiar with our systems.
    • Can manage your time well and are reliable--always showing up is half the battle!
    • Are open to a flexible schedule at times, and willing to help out as our interview volume fluctuates.

    Bonus Experience

    • Knowledge of computer science and ability to code
  • Everlane (Some US states)
    1 month ago

    Everlane is seeking empathetic and creative problem solvers for our Customer Experience Team. Our success is rooted in our commitment to not only fielding a customers’ requests, but also anticipating their needs. We’re looking for folks who are socially intuitive, love researching complex issues, and know when to make an exception.

    As a Part Time CX Online Support Associate, you’ll work remotely and autonomously, answering questions that customers write in to support over email or live chat. You’ll troubleshoot issues like lost packages and damaged items, provide sizing advice, and become an expert on Everlane products.

    The position is 20–25 hours per week, and although our business hours are 8am-5pm PST, we field inquiries at all hours. It’s the perfect gig for someone who’s looking to contribute to a fast-growing apparel brand from the comfort of your home.

    Please note: We are only accepting applications from those who file their taxes in one of the following states: California, Colorado, Florida, Illinois, Kansas, New Jersey, New York, North Carolina, Oregon, Pennsylvania, Tennessee, Virginia

    Interview tips: Read this article (http://bit.ly/1PlCk1A) to help build the best resume and application for Everlane. Please keep in mind our interview process is tailored to the candidate and typically includes a project and up to 3 interviews.

    Your day-to-day:

    Email; you’re checking both Gmail and Zendesk at the beginning of and throughout your shift

    Handle product issues: sizing + styling questions, damaged item scenarios

    Handle warehouse issues: wrong items and missing items

    Handle shipping issues: lost packages, delayed shipping concerns

    Study each new Everlane product weekly

    Must work at least 20 hours per week with blocked shifts of 3–8 hours

    Must be available to work one weekend shift

    We’d love to hear from you if you:

    Are autonomous, self-managed, and resourceful given you’ll work alone every shift

    Have a resume and application that is 100% free of spelling or grammar errors

    Have an up-to-date, working laptop or desktop computer with reliable Wi-Fi (100mbps or higher is recommended)

    Can commit to a consistent schedule for at least a few months at a time

    Have Zendesk experience (a plus)

    Are sarcastic (a must)

    At Everlane, we’re rethinking the way retail works. We have no middlemen taking their cut and no brand markups. Instead, we design our own luxury basics and sell them exclusively at a fraction of the traditional retail price. Since launching in November 2011, Everlane has attracted over 1,300,000 members and has been featured in The New York Times, New York Magazine, The Economist, Elle, and GQ.

    Please note before submitting an application: as a company, we take hiring very seriously. Interviewing with Everlane may include video and phone interviews, written projects, and/or on-site interviews. Although we are unable to follow-up with each and every applicant, we do our best to run a thorough process for candidates with whom we identify a potential fit.

    Everlane provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.

    About Everlane

    At Everlane, we’re rethinking the way retail works. We have no middlemen taking their cut and no brand markups. Instead, we design our own luxury basics and sell them exclusively at a fraction of the traditional retail price. Since launching in November 2011, Everlane has attracted over 1,000,000 members and has been featured in The New York Times, New York Magazine, The Economist, Elle, and GQ.

    Please note before submitting an application: As a company, we take hiring very seriously. Our process tends to be longer than other companies because it's very important to us to find the best people to join our team.

    Interviewing with Everlane may include any combination of the following: video interviews, phone interviews, written projects, and/or on-site interviews. Our goal is to assure we find the best mutual fit for each and every role.

  • Making Things
    2 months ago
    We are looking for a passionate Customer Success Manager to drive and manage all facets of customer service and customer success.
     
    This role sits at the core of our Maker community and is all about understanding how we can improve their experience and provide the support they’re looking for.  
     
    We’re looking for a someone who loves technology and jumping in to help solve customers problems and will constantly seeking to exceed their expectations.
     
    The role
    • Maker Management – a lot of this role is providing a world class Maker (customer) support experience. You’re there to build a relationship, support the Makers through their on-boarding and beyond through answering questions, and helping them get the most out of their Making Things subscription.
    • Maker Success – customer success is always on. You’ll work on providing Makers with a structured path to success by working closely to understand their motivators and pain points.
    • Product Consultation – you will work with the product team to identify actionable insights for the development of the Making Things platform, such as aggregating client feedback, new feature requests etc.
    • Maker Knowledge - Interviews and summary of online content to garner product and process insights.
    • Process Optimisation – develop and optimize processes within the business, as well as scaling new and existing processes to support us to efficiently operate and grow.
    • Cross-Functional – work with other teams around the business to support Making Things achieving its team goals for 2019 and beyond.

       

    REQUIREMENTS

    The ideal candidate will have a passion for all things startups, online service and technology. You will be well-versed in the concepts surrounding customer support and success in direct to consumer start-ups and enjoy creating processes from scratch. You will be a leader who likes to get hands-on in ensuring customers are happy and work with a remote creative team across product, content and community. About you
    • Studying or studied Marketing/Arts/Business/Computer Science or similar
    • In love with technology, the internet, and startups 
    • Have a great knowledge of knitting and crochet, or a passion to learn quickly
    • Passion for excellent user experiences and constantly learning through feedback
    • Have worked in a customer service oriented environment before (retail or hospitality counts!)
    • A friendly self-starter, who can take a project and run with it
    • Based in, or close to the PST time zone
    Bonus Points For:
    • Familiarity with Intercom, Klavyio, Hubspot or other customer support, email management, and CRM tools
    • Experience with customer journey interviews
    • Any web dev. skills or digital marketing experience
  • 2 months ago
    At Wildbit, we believe developers shouldn’t spend time in the weeds of process, infrastructure, and communication. Our products remove that pain, allowing teams to design, code, and ship brilliant software. Our apps include PostmarkBeanstalk, and Conveyor(This position is for Postmark.) Beyond our work, Wildbit exists for our team. Our products and customers allow us to do the best work of our lives, together. We’ve been in business for 18 years, and over 100,000 companies around the world trust our products to help them create and ship incredible software. We currently have a team of 29 with 17 of those team members working remotely from all over the world. We don’t dabble in remote-work or just barely tolerate it, we run the company as if everyone was remote. We ensure that remote team members feel just as much a part of the family as the folks in Philadelphia. To learn more about the importance of a healthy culture at Wildbit, you can browse our blog posts about culture, and you’ll get a clearer picture of how we’re different from your average team.
  • 2 months ago
    10% Happier touches millions of lives already – through our meditation app, best-selling books, and top-ranked podcast.
     
    At its core, meditation is a simple, secular, scientifically validated exercise for your mind. Like running in the 70’s, or yoga in the 90’s, meditation is now poised to become the next big public health revolution. Join the team that’s accelerating this revolution. 10% Happier is backed by extraordinary investors, co-founded by #1 New York Times Bestselling author Dan Harris of ABC News, and guided by the world’s most respected meditation teachers & scientists.
     
    The Role:
     
    As a full-time, remote customer support representative, you will have the chance to deliver exceptional support to 10% Happier customers, creating another positive touchpoint with the 10% Happier brand. You’ll work closely with the Support Manager to ensure the support team is providing effective and timely responses to customer requests and enabling our users to successfully navigate through their 10% Happier experience. As part of a close-knit team in a fast-paced and fun startup, you’ll play a key role in keeping our current customers happy and meeting the demands of potential and future customers as we move into our next phase of growth.
     
    Responsibilities include:
    • Provide front-line customer support for our community via email, live chat, and other channels.
    • Handle customer requests and questions with a thoughtful, friendly and empathetic tone.
    • Proactively take on challenges, research information, troubleshoot problems and creatively deliver results.
    • Work closely with our customers and the Support Manager to identify and escalate bugs, issues and user pain points appropriately.
    • Help create and maintain internal and customer-facing documentation.
    • Assist training of customer-facing staff on relevant product features and internal tools and systems.
    • Provide support on additional special projects as needed.
     
    Ideal Experience & Characteristics:
    • Previous professional experience in a customer service/support environment.
    • Passionate about creating an amazing customer experience.
    • Technically savvy and can pick up new technology quickly.
    • Strong comfort level and familiarity with Desktop platforms and mobile devices.
    • Incredibly organized and detail-oriented, with exceptional critical-thinking and troubleshooting skills.
    • Great writer with a clear, thoughtful and friendly writing style.
    • Self-motivated and accountable, while thriving in a collaborative team.
    • Excellent under pressure and can adapt quickly in a fast-moving startup environment.
    • Excited about making meditation and contemplative wisdom widely accessible.
    • BA/BS degree preferred.
    Benefits: Work remotely from a home office or co-working space. Be a key member of a small team in a very collaborative environment. Get a competitive compensation package with equity and benefits. Do meaningful work contributing to greater well-being in the world.
     
    10% Happier is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.