Remote customer service Jobs in February 2020

14 Remote customer service Jobs in February 2020

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  • Hottest Remote Jobs

    • You will troubleshoot for YouTube creators and brands with the most popular YouTube Chrome Extension. We handle everything from billing issues and password resets, to QA testing and bug reports. Our multilingual CS department also helps to translate a good portion of not just our help documents and marketing materials, but the app itself!

      vidIQ is searching for an experienced candidate who wants to join our remote Customer Support team. This employee can be located anywhere in the world where you get great internet access, but will need to be able to work a set schedule of Monday through Friday from 3pm to 11pm Pacific and we are specifically looking for a representative who can help our users who speak French.


      Job Requirements

      The minimum requirements to be considered for a Customer Experience role at vidIQ:

      1. Native English fluency, written, spoken and listening skills
      2. Available up to 8 hours a day, 5 days a week
      3. Required to have access to broadband internet with reliable connection
      4. Required to have a Windows, Mac or Linux computer and be comfortable troubleshooting your own system
      5. Required to have an iPhone or Android mobile phone for troubleshooting our soon-to-be-released mobile app
      6. Previous Customer Service experience with a remote tech/SaaS company
      7. Demonstrative experience being self-directed and autonomous
      8. Is naturally empathetic and gets a kick out of solving others’ issues

      These additional skills are the ones that will catch our eye!

      1. You have the ability to write with native fluency in French.

      2. You are a YouTube creator- What’s your channel?

      3. You know your way around the Intercom customer messaging platform

      Other things to know about vidIQ

      • We are a small, remote team in different time zones and communicate with a variety of tools through the day. You should feel comfortable in this situation.
      • We want to be the best platform for video creators. Everything we do is to build trust with our users and help them improve at their craft.
      • We expect team members to be very independent and capable of handling their responsibilities professionally and timely.
      • This is a full-time role and we are not open to short-term contracts.

      If you think that you might be interested but maybe don't match 100% of the requirements, we would still love to hear from you! We at vidIQ pride ourself on providing equal employment opportunities to all employees and applicants, regardless of race, color, religion, age, sex, national origin, disability status, or sexual orientation.


    • Helpscout (Remote)
      4 weeks ago
      As a member of our Ops team, you will be at the heart of nearly every application, tool, and service at Help Scout. The work you do everyday will reflect the team mission: Ensure uptime and security across all of our applications while developing and supporting tools to enable customer bliss.

      To help us with our mission, we are seeking an experienced Ops Engineer to join our team. You will have a direct impact on Help Scout’s success, while helping more than 10,000 businesses around the world. While customers love our product, it means nothing if they can't access our services with great performance.


      Technologies we work with
      • AWS, Linux (Ubuntu/CentOS), Chef, Git/Github, RabbitMQ, AWS Aurora MySQL & PostgreSQL, MongoDB, Redis, Jenkins, Docker/Compose, New Relic, Sensu, PagerDuty, Ruby, Go, Python, Java, and PHP.


      About the role
      • You’ll be working on a small team of six (that includes one of our co-founders) and in collaboration with our software developers to build, deploy, secure, manage, and optimize highly-available, fault-tolerant, and horizontally scalable systems in AWS.
      • Ideally, we are looking to add a team member in the North or South American timezones.
      • Our engineering teams communicate mostly via Slack and are committed to remote, agile development. When your code is ready, you’ll create and send a pull request with test cases and tag your team for review. 
      • We are investing heavily in continuous integration and delivery and strive to uphold immutable infrastructure standards. 
      • You’ll work autonomously for the most part and we trust you to get work done when/where you can be productive.
      • In order to ensure excellent service to our customers, you will be part of our rotating on-call team.


      A note about on-call
      • The 6-week rotation follows this format: 1 week on backup on-call(which rarely sees much action), 1 week of being on-call, followed by a 4 week hiatus from on-call.
      • Our on-call shift is not particularly wearisome, but as a thank you for carrying the weight for the week, the day following your shift is a free day off if you want to take it. We want you happy, healthy and well-rested!


      About you
      • You have a growth mindset, a passion for learning, and are willing to lean into discomfort for the good of our customers and product. 
      • You became an engineer because you like building systems, tools or products that help people.
      • You write code and scripts that other engineers can easily read and understand and you welcome reviews and feedback from your peers. You are comfortable writing tests and you thoroughly verify your work before you deploy. 
      • You’re a great communicator and have an excellent command of written and spoken English.As a remote company, we rely on clear communication for collaboration and execution. 
      • You believe remote teams are the future of work, or are at least excited about the idea. You have experience working with remote teams or can adjust your work and time-management style to be remote-friendly.
      • You are helpful and empathetic and care about building on our company culture that embraces these qualities.
      • You have a deep understanding of what it takes to run SaaS at scale and have a solid understanding of Linux systems and networking; from kernel to shell, system libraries, file systems and client-server protocols.
      • You are proficient and comfortable in the AWS ecosystem.
      • You are adept at automating service and infrastructure configuration via industry standard tools (E.g. Chef, Terraform).
      • You have experience building continuous deployment and testing tools. (Docker, ECS, EKS, Kubernetes)
      • You design and build systems that work well and fail gracefully.
      • Security engineering is near and dear to your heart; you build with and advocate for a security mindset when implementing new features and infrastructure.
      • You have experience working with MTAs (e.g exim, postfix) and SPAM filtering (e.g. rspamd, SpamAssassin)
      Benefits
      Competitive salary - Our salary formula is public to all employees (but doesn't divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle.

      Health and dental insurance - We cover you and your family's health/dental insurance 100%. If you are based in the US, we'll cover you on our Aetna policy. If you're based outside the US, we'll reimburse your out-of-pocket health and dental insurance costs.

      Long-term/short-term disability insurance & life insurance - we cover 100% of the premiums for LT/ST disability insurance and base life insurance. You also have the option to purchase supplementary life insurance through our provider (currently US only).

      Flexible vacation - Take time off when you need it! We recommend 3-4 weeks in addition to public holidays, but there are no firm rules. We trust you.

      Sabbatical - After you've been at Help Scout for 4 years, you get a month of paid vacation (in addition to regular vacation) and $2,500 to spend towards travel, learning, projects or anything else during your time off. Read about what our CEO did.

      Paid parental leave, including adoption - 12 weeks of paid leave for all new parents.

      401k with 1% match- via Betterment for Business (currently US only)

      Personal Development stipend - Up to $1,800 per year to improve your craft

      Great tools - Each employee will be provided with a Mac laptop and display (or equivalent equipment of choice). We’ll also purchase any additional software or hardware you need.

      Home office stipend - Every new hire gets $1,500 USD to furnish their home office, and up to $350 USD per month if you'd like to rent a co-working desk somewhere.

      Complete transparency - Everyone has full access to business metrics and financial information about the company.

      About Us
      Help Scout is made by roughly 110 people in 80+ cities around the world, all with a passion for helping others. We come from diverse backgrounds and are united by an enthusiasm for great products and delightful customer experiences. Help Scout launched in 2011 and today we have more than 10,000 paying customers in 140+ countries.

      Why Help Scout?
      We're remote. It doesn’t matter if you’ve worked remotely before — we’ve been doing it for nearly a decade and are helping to write the playbook — we’re happy to show you the ropes. Most folks that get a taste of working in a "remote first" company have a hard time going back to the old way of doing things.

      We’re passionate about diversity and inclusion. The data is abundantly clear about diverse teams being more successful, and we're dedicated to setting the team up for success. Today our leadership team is 62% women, and that's just the start. Here’s our 2019 report. 

      We're committed to SMBs for the long term. Help Scout is focused entirely on serving small and midsize businesses, typically up to 500 employees, because those companies view customer service differently. It's not a cost to be optimized, it's their most effective marketing tool and a key differentiator from the competition. We built Help Scout for companies that truly value being customer-centric (like us) and want a product that shares their values.

      We're leaving the world better than we found it. Did you know Help Scout is a certified B Corporation, with a mission to give away at least 1% of our product through Help Scout for Good? Our company exists not just to help ourselves, but to invest in our team, our customers, our community, and our environment.

      Our commitment to you
      We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do.
  • Software Development (2)

    • Helpscout (Remote)
      4 weeks ago
      As a member of our Ops team, you will be at the heart of nearly every application, tool, and service at Help Scout. The work you do everyday will reflect the team mission: Ensure uptime and security across all of our applications while developing and supporting tools to enable customer bliss.

      To help us with our mission, we are seeking an experienced Ops Engineer to join our team. You will have a direct impact on Help Scout’s success, while helping more than 10,000 businesses around the world. While customers love our product, it means nothing if they can't access our services with great performance.


      Technologies we work with
      • AWS, Linux (Ubuntu/CentOS), Chef, Git/Github, RabbitMQ, AWS Aurora MySQL & PostgreSQL, MongoDB, Redis, Jenkins, Docker/Compose, New Relic, Sensu, PagerDuty, Ruby, Go, Python, Java, and PHP.


      About the role
      • You’ll be working on a small team of six (that includes one of our co-founders) and in collaboration with our software developers to build, deploy, secure, manage, and optimize highly-available, fault-tolerant, and horizontally scalable systems in AWS.
      • Ideally, we are looking to add a team member in the North or South American timezones.
      • Our engineering teams communicate mostly via Slack and are committed to remote, agile development. When your code is ready, you’ll create and send a pull request with test cases and tag your team for review. 
      • We are investing heavily in continuous integration and delivery and strive to uphold immutable infrastructure standards. 
      • You’ll work autonomously for the most part and we trust you to get work done when/where you can be productive.
      • In order to ensure excellent service to our customers, you will be part of our rotating on-call team.


      A note about on-call
      • The 6-week rotation follows this format: 1 week on backup on-call(which rarely sees much action), 1 week of being on-call, followed by a 4 week hiatus from on-call.
      • Our on-call shift is not particularly wearisome, but as a thank you for carrying the weight for the week, the day following your shift is a free day off if you want to take it. We want you happy, healthy and well-rested!


      About you
      • You have a growth mindset, a passion for learning, and are willing to lean into discomfort for the good of our customers and product. 
      • You became an engineer because you like building systems, tools or products that help people.
      • You write code and scripts that other engineers can easily read and understand and you welcome reviews and feedback from your peers. You are comfortable writing tests and you thoroughly verify your work before you deploy. 
      • You’re a great communicator and have an excellent command of written and spoken English.As a remote company, we rely on clear communication for collaboration and execution. 
      • You believe remote teams are the future of work, or are at least excited about the idea. You have experience working with remote teams or can adjust your work and time-management style to be remote-friendly.
      • You are helpful and empathetic and care about building on our company culture that embraces these qualities.
      • You have a deep understanding of what it takes to run SaaS at scale and have a solid understanding of Linux systems and networking; from kernel to shell, system libraries, file systems and client-server protocols.
      • You are proficient and comfortable in the AWS ecosystem.
      • You are adept at automating service and infrastructure configuration via industry standard tools (E.g. Chef, Terraform).
      • You have experience building continuous deployment and testing tools. (Docker, ECS, EKS, Kubernetes)
      • You design and build systems that work well and fail gracefully.
      • Security engineering is near and dear to your heart; you build with and advocate for a security mindset when implementing new features and infrastructure.
      • You have experience working with MTAs (e.g exim, postfix) and SPAM filtering (e.g. rspamd, SpamAssassin)
      Benefits
      Competitive salary - Our salary formula is public to all employees (but doesn't divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle.

      Health and dental insurance - We cover you and your family's health/dental insurance 100%. If you are based in the US, we'll cover you on our Aetna policy. If you're based outside the US, we'll reimburse your out-of-pocket health and dental insurance costs.

      Long-term/short-term disability insurance & life insurance - we cover 100% of the premiums for LT/ST disability insurance and base life insurance. You also have the option to purchase supplementary life insurance through our provider (currently US only).

      Flexible vacation - Take time off when you need it! We recommend 3-4 weeks in addition to public holidays, but there are no firm rules. We trust you.

      Sabbatical - After you've been at Help Scout for 4 years, you get a month of paid vacation (in addition to regular vacation) and $2,500 to spend towards travel, learning, projects or anything else during your time off. Read about what our CEO did.

      Paid parental leave, including adoption - 12 weeks of paid leave for all new parents.

      401k with 1% match- via Betterment for Business (currently US only)

      Personal Development stipend - Up to $1,800 per year to improve your craft

      Great tools - Each employee will be provided with a Mac laptop and display (or equivalent equipment of choice). We’ll also purchase any additional software or hardware you need.

      Home office stipend - Every new hire gets $1,500 USD to furnish their home office, and up to $350 USD per month if you'd like to rent a co-working desk somewhere.

      Complete transparency - Everyone has full access to business metrics and financial information about the company.

      About Us
      Help Scout is made by roughly 110 people in 80+ cities around the world, all with a passion for helping others. We come from diverse backgrounds and are united by an enthusiasm for great products and delightful customer experiences. Help Scout launched in 2011 and today we have more than 10,000 paying customers in 140+ countries.

      Why Help Scout?
      We're remote. It doesn’t matter if you’ve worked remotely before — we’ve been doing it for nearly a decade and are helping to write the playbook — we’re happy to show you the ropes. Most folks that get a taste of working in a "remote first" company have a hard time going back to the old way of doing things.

      We’re passionate about diversity and inclusion. The data is abundantly clear about diverse teams being more successful, and we're dedicated to setting the team up for success. Today our leadership team is 62% women, and that's just the start. Here’s our 2019 report. 

      We're committed to SMBs for the long term. Help Scout is focused entirely on serving small and midsize businesses, typically up to 500 employees, because those companies view customer service differently. It's not a cost to be optimized, it's their most effective marketing tool and a key differentiator from the competition. We built Help Scout for companies that truly value being customer-centric (like us) and want a product that shares their values.

      We're leaving the world better than we found it. Did you know Help Scout is a certified B Corporation, with a mission to give away at least 1% of our product through Help Scout for Good? Our company exists not just to help ourselves, but to invest in our team, our customers, our community, and our environment.

      Our commitment to you
      We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do.
    • At Railroad19, Inc. we develop customized software solutions and provide software development services.

      We are currently seeking a talented Sr. Front-End Developer (React focused) with a full stack awareness, to join our world-class team of developers assigned to work on a new project. This role will be responsible for contributing to the development and implementation of the front-end solution for our client. In addition to contributing code and tangible deliverables, the role is expected to work as an adviser to help identify, educate, and foster best-in-class solutions. Creating these relationships requires strong communication skills and some travel to the customer.

      At Railroad19, you are part of a company that values your work and gives you the tools you need to succeed. We are headquartered in Saratoga Springs, New York, but we are a distributed team of remote developers across the US. Railroad19 provides competitive compensation with excellent benefits and a great corporate culture.

      The role is remote - U.S. located, only full time (NO- contractors, Corp-to-Corp or 1099).
       
      Core Responsibilities:

      • Foster strong relationships with key stakeholders and provide expertise as well as customer service to meet a wide variety of requirements
      • Quickly provide insight and options to front-end challenges
      • Collaborate with Product Managers and business teams to create consumer-like, elegant, intuitive experience for enterprise users
      • Contribute both technically and in an advisory role to projects
      • Develop and manage extensible, stable code bases for a variety of applications
      • Provide front-end architecture and aesthetic thought leadership
      • Stay current with the fast-changing landscape of React
      • Evaluate frameworks, technology, platforms, and tooling solutions
      • Support and troubleshoot issues (process & system), identify root cause, and proactively implement sustainable corrective actions

      Skills & Experience:

      • Strong understanding of the DOM, HTML5, CSS3 and JavaScript
      • Significant experience with the React eco system (Flux, Flow, Redux, routing, etc)
      • Experience front-end tooling workflows: Node.js (NPM), WebPack, Create React App, Flow, Babel, TypeScript, etc
      • Strong understanding of debugging for the browser
      • Experience testing JavaScript code — Jest preferred, but not required
      • Experience with Responsive Web Design (RWD) patterns
      • Can-do Ability to work on other technology as needed
      • Proven ability to create working prototypes (proof of concepts) at varying degrees of fidelity using React and/or HTML/CSS/JavaScript
      • Experience with unidirectional data flow patterns
      • Full Stack awareness, but this role is front-end based
      • Experience with data integration; understanding/experience with RESTful API design and/or WebSockets
      • Working in an Agile environment
      • Strong team-building, vendor and customer relations skills
      • GIT and GitHub
      • Strong communication skills (wireframes, rapid prototypes, PoC’s, white boarding)
      • Experience maintaining and extending a style guide for scalability and cross application usage

      Nice to Have, but not Required

      • React Native
      • WebWorkers experience
      • ServiceWorkers experience
      • Experience using TypeScript 2.x
      • Experience with RxJS or other Reactive programming techniques/libraries
      • PWA experience

      NO AGENCIES***

  • Customer Support / Customer Success (10)

    • Hey there! We're looking for a Customer Support Representative to join our team in providing amazing customer support to educators around the world. Gimkit currently is just three people — you'll increase the size of our team by 33%!

      **About the Job**

      Once fully up to speed, you’ll be the one responsible for providing outstanding customer service and support, primarily over email. You’ll help answer questions on Twitter, create and edit help documentation, and perhaps host some classes. You’ll also have opportunities to carve out your own passion projects related to supporting educators and students.

      While we're helping you get on board, you’ll be expected to be proactive in your process and learn quickly. 

      Written communication is a huge part of this role - you’ll write about 100 emails per day. This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load — you’ll get all the support and guidance you need along the way!

      There are three main parts of this job. The largest is responding to customers and supporting them in finding the information and solutions they need. The second is creating content to help customers before they reach out. The final part is communicating to us. You'll be the one communicating with customers every day and you'll be their advocate on the product development side.

      About You

      • You're a great writer and love helping educators. You enjoy making complicated situations simple and delightful. As a result, you're a great problem-solver who can process and resolve issues quickly. You're a stellar communicator, even when you have to communicate less-than-stellar news. 

      • You're as compassionate and empathetic as they come - you have a drive to constantly help others.

      • Deep technical knowledge of computer programming is not required, but you have a solid understanding of common issues with web-based software and how to get information to help us solve them.

      • You feel comfortable speaking up about your values. We make change from fresh perspectives and appreciate new viewpoints. Your voice matters to us.

      • You love supporting people. This isn’t a springboard into another area at Gimkit. You want to handle Gimkit's support for a while, and you’re excited to contribute to making Gimkit the best product for our customers.

      • We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. Gimkit is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career while being yourself.

      Pay + Benefits

      • We believe in fair, living wages no matter where you live. To do this, we pay 30% more than the average person makes in your city with the same role and experience. 

      • However, tech salaries have gone up much quicker than customer support salaries. If you live in San Francisco and got paid 30% better than the average Customer Support Representative, you would get paid $53,000 a year. That's not a fair, living wage. So, we've decided to pay whichever is higher: $65,000 a year or 30% more than the average person makes in your city with the same role and experience.

      • We don't do bonuses at Gimkit. Instead, we share Gimkit's profits across all employees. Typically, each employee takes home thousands extra every year.

      • Our benefits are all aimed at supporting a life well lived away from work. None are designed to try to make you work longer hours or force you into staying around for a job you don't like.

      - 💗 Health, dental, and vision insurance: 100% premiums for you and 50% premiums for your dependents

      - 🌴 Flexible time-off policy with a 10 day a year minimum

      - 🤗 $1,000 a year charitable donation match

      - ❄️ 2 week paid winter break at the end of each year

      - 📘 5 paid days per year to volunteer in Education

      - 👵 401k match up to 6% of salary

      - 🏃 $100 a month health stipend (gym membership, massage, meditation app subscription)

      - 💸 Profit-sharing

      - 👶 3 months paid maternity and paternity leave

      - 🛎️ $350 a month working budget (for co-working space, coffee shop, home office improvement)

      - ✈️ Work remotely. At home, co-working space, or coffee shop, it's up to you. Your salary will adapt to fit the cost of living wherever you live

      - 😔 And while this shouldn't need to be mentioned under benefits, we think it's worthwhile to bring up work-week hours. Only about 12% of startup employees work 40 hours a week or less ([https://stateofstartups2019.firstround.com/](https://stateofstartups2019.firstround.com/)). We're part of that 12%. We're not interested in crazy hours.

      Finally, we think it's important to mention we're not VC funded. We're completely bootstrapped. We're running a profitable, sustainable business where we can afford to pay well and offer great benefits while making something people love. 

      If you want to join us in making our customers happy, please apply!

      How to Apply

      Introduce yourself to us as a colleague. Show us your future here! We value great writers, so be yourself, be creative, and take your time with the application. There’s no prize for being the first to submit! Stock cover letters won’t do. Tell us why you want this job. Tell us about:

      - Why you want to work in customer support.

      - A description of a great customer service/support experience you had recently, and what made it great.

      - A time you taught yourself a new skill to complete a job or project.

      Then, pick three of the customer questions below and answer them like you would if you worked here (hint: at this point, we value tone and style over correctness):

      - How do you create a Class?

      - Why does Gimkit cost money?

      - Does Gimkit have the ability to export a report to a CSV file?

      - My students told me they completed an Assignment, but it's not showing up on my end.

      - How do I cancel my subscription?

      Email your application and/or questions to us at [email protected] We’re accepting applications for this position until March 15th. 

      We’ll let you know that we’ve received your application. After that, you probably shouldn't expect to hear back from us until after the application deadline has passed. We want to give everyone a fair chance to apply and be evaluated.

      We’re seeking fluent English speakers/writers to work with us to answer customer inquiries via email during regular business hours Monday through Friday.

      We’re a remote company, so your location isn’t as important as your fit for the role. That said, we do prefer that your daytime hours coincide with your working hours so as to avoid night shift burnout. Remember to tell us where you’re located!

      We look forward to hearing from you!

    • About Us:


      Our mission is to help people become happier, healthier, and more resilient in the face of life’s challenges. The science suggests these are skills -- ones that meditation makes us better at.


      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. Ten Percent Happier touches millions of lives with award winning apps, books and a podcast, 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 senior customer support representative, you will have the chance to deliver exceptional support to Ten Percent Happier customers, creating another positive touchpoint with the Ten Percent Happier brand. You’ll work closely with the Support Manager and other team members to ensure the Support team is providing effective and timely responses to customer requests and enabling our users to successfully navigate through their Ten Percent 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. In this role you’ll help shape our company’s best in class culture of support, marrying technical and problem-solving expertise with skillful diplomacy and genuine care for our customers. If you want to master your craft and work with one of the best teams on the planet, while improving the lives of countless people around the world, this might just be your dream job.


      Responsibilities include:

      • Provide front-line customer support for our community via email and other channels.

      • Handle customer requests and questions with a thoughtful, friendly and empathetic tone.

      • Communicate clearly in writing to people with a wide range of technical understanding.

      • Maintain comprehensive knowledge of Ten Percent Happier products, especially the Ten Percent Happier mobile app, to support customers in navigating our products and to identify and escalate bugs, issues and user pain points appropriately.

      • Master a wide variety of technical issues and software interfaces to quickly diagnose and resolve a range of customer support needs.

      • Work collaboratively with the larger Support team, as well as the other teams at the company, to plan for and execute on key company initiatives.

      • Help create and maintain internal and customer-facing documentation.

      • Show composure, resilience, and flexibility as customer needs evolve and case volume changes.

      • Above all, be able to represent Ten Percent Happier to our customers through unflappable diplomacy and empathetic communication.

      Ideal Experience & Characteristics:

      • 2-5 years of previous professional experience in a customer service/support environment that involved technical knowledge, well-crafted written communication, and close collaboration with a team.

      • Passionate about creating an amazing customer experience.

      • A sense of urgency and a satisfaction from going above and beyond to provide solutions.

      • Technically savvy and can pick up new technology very quickly and confidently.

      • Strong comfort level and familiarity with both Desktop platforms and mobile devices.

      • Prior experience with Help Scout or equivalent customer support ticketing platform ideal.

      • 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. Advanced degrees welcome. Substitutions by experience considered.

      Benefits:

      • Be a key member of a small team in a very collaborative environment.

      • Become a part of a rapidly growing company that is changing millions of lives.

      • Work remotely from a home office or co-working space, while being fully integrated into a remote-friendly company.

      • Get a competitive compensation package with equity and benefits.

      • Join a culture that values clear and kind communication, a dedication to crafting incredible products and content, and will engage your intellect and curiosity on a daily basis. We’re passionate about reasonable work hours, flexibility in getting work done, and respecting and valuing the whole life you live.

      • Be welcomed into a diverse and inclusive workplace where we learn from each other’s experiences, abilities and perspectives. We are an equal opportunity employer.

    • PieSync is a growing startup with the sole purpose of increasing productivity of companies worldwide by connecting all major Saas applications.

      We built a platform that connects 180+ different Saas applications (Google Contacts, MailChimp, Salesforce,…) through an intelligent, 2-way synchronization engine. We help small businesses worldwide to implement smart workflows and keep their contact database up-to-date.

      We are hiring a Customer Support Specialist to join our team. As part of the Customer Success team, you will be the first point of contact for PieSync users enquiring about services, accounts and you will provide excellent customer service using the PieSync brand voice.

      What you’ll be doing:

      • Customer Support - responsible for answering any questions that the PieSync community may have via social media, email or phone

      • Engage in consultative selling by being a trusted advisor for PieSync customers

      • Respond quickly and accurately to customers' incoming inquiries related to price, configuration, product specification, etc

      • Promote new products, marketing activities, events etc. to the PieSync customer base

      • Ensure effective internal communication across the company

      • Manage our online help platform by creating new content and optimize existing information

      •  Facilitate company growth by achieving the support team target together with your colleagues

      What you’ll bring to the table:

      • Bachelor’s degree

      • Highly independent attitude combined with strong organisational skills

      • Due to having colleagues working in different timezones, we expect solid communication skills

      • Customer first-attitude with support experience in a related or similar field. Additional sales experience is considered a plus

      • Proactive mindset with the ability to bring solutions and new ideas to the table

      • Self-starter who possesses the ability to prioritise tasks and multitask

      • Proficient with computer and software applications

      • Ability to build strong business relationships with both customers and colleagues

      • Ability to work in a fast-paced, international environment

      • Team player, enthusiastic, positive personality, results driven

      What we offer:

      • Working on an exciting product with a top team

      • Fast-moving, fun and challenging startup environment with flat hierarchies

      • Flexible office hours

      • Competitive salary

       Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. HubSpot is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

      About HubSpot

      HubSpot helps millions of organizations grow better, and we’d love to grow better with you. Our business  builds the software and systems that power the world’s small to medium-sized businesses. Our company culture builds connections, careers, and employee growth. How? By creating a workplace that values flexibility, autonomy, and transparency. If that sounds like something you’d like to be part of, we’d love to hear from you.

      You can find out more about our company culture in the HubSpot Culture Code, which has more than 4M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every HubSpotter globally who has helped build our remarkable culture, HubSpot has been named a top workplace by Glassdoor, Fortune, Entrepreneur, and more.

      HubSpot was founded in 2006. We’re headquartered in Cambridge, Massachusetts, and we have offices in Dublin (Ireland), Sydney (Australia), New Hampshire, Singapore, Tokyo (Japan), Berlin (Germany), and Bogotá (Colombia).

      By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes.  HubSpot's Recruiting Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over HubSpot’s use of your personal information.

    • The Role:

      The Customer Support Specialist is responsible for ensuring a seamless streaming experience for Streamlabs users.

      Your Contribution:

      • Respond to customer support inquiries for payments and account related issues (refunds, chargebacks, payment methods, subscriptions etc)

      • Key KPIs: customer satisfaction, time to first response, ticket response volume

      Key Qualifications:

      For consideration, you must bring the following minimum skills and behaviors to our team:

      • Minimum 1 year employment experience in a customer facing role

      • Demonstrated communication skills

      • Empathy for our users and desire to learn

      • Self-starter with a positive attitude

      Must be willing to work nights and weekends (US time) and be flexible on scheduling

      In addition, preferable skills and behaviors include:

      • be a gamer or streamer

      • 2+ years customer service experience

      Education:

      High school diploma

    • You will troubleshoot for YouTube creators and brands with the most popular YouTube Chrome Extension. We handle everything from billing issues and password resets, to QA testing and bug reports. Our multilingual CS department also helps to translate a good portion of not just our help documents and marketing materials, but the app itself!

      vidIQ is searching for an experienced candidate who wants to join our remote Customer Support team. This employee can be located anywhere in the world where you get great internet access, but will need to be able to work a set schedule of Monday through Friday from 3pm to 11pm Pacific and we are specifically looking for a representative who can help our users who speak French.


      Job Requirements

      The minimum requirements to be considered for a Customer Experience role at vidIQ:

      1. Native English fluency, written, spoken and listening skills
      2. Available up to 8 hours a day, 5 days a week
      3. Required to have access to broadband internet with reliable connection
      4. Required to have a Windows, Mac or Linux computer and be comfortable troubleshooting your own system
      5. Required to have an iPhone or Android mobile phone for troubleshooting our soon-to-be-released mobile app
      6. Previous Customer Service experience with a remote tech/SaaS company
      7. Demonstrative experience being self-directed and autonomous
      8. Is naturally empathetic and gets a kick out of solving others’ issues

      These additional skills are the ones that will catch our eye!

      1. You have the ability to write with native fluency in French.

      2. You are a YouTube creator- What’s your channel?

      3. You know your way around the Intercom customer messaging platform

      Other things to know about vidIQ

      • We are a small, remote team in different time zones and communicate with a variety of tools through the day. You should feel comfortable in this situation.
      • We want to be the best platform for video creators. Everything we do is to build trust with our users and help them improve at their craft.
      • We expect team members to be very independent and capable of handling their responsibilities professionally and timely.
      • This is a full-time role and we are not open to short-term contracts.

      If you think that you might be interested but maybe don't match 100% of the requirements, we would still love to hear from you! We at vidIQ pride ourself on providing equal employment opportunities to all employees and applicants, regardless of race, color, religion, age, sex, national origin, disability status, or sexual orientation.


    • 1 month ago
      The online presence of a merchant’s business starts with their website.  At Shopify, we understand how a great theme can affect the livelihood of our merchants.  As a Theme Specialist you will be a part of a multi-disciplinary team that focuses on many aspects related to helping merchants customize their Shopify themes and troubleshooting theme related issues. We are looking for individuals who can use their communication and technical skills to support our merchants, both in helping them directly with their requests, and by creating education and material for them to reference.  Our team adapts to anything that is thrown their way, and we are constantly collaborating to solve issues that affect themes with other teams and departments.

      Responsibilities and Duties:
      • Helping merchants customize their Online Store
      • Identifying bugs and theme improvements for our Themes
      • Develop ways to better equip our Support teams for any Theme related questions
      • Improve documentation to reduce Theme related support debt
      • Working with PSN, Sustaining Engineering, Themes, Online Store and Theme Partner Manager teams to resolve Theme bugs and improve Product
      • Contributing to critical projects within Theme Support as well as cross organizational, that contribute to the overall merchant experience

      Qualifications:
      • Know HTML and CSS like the back of your hand
      • Have experience creating/modifying themes or web templates (e.g.: Wordpress, Tumblr, Liquid)
      • Have customer service experience.  This could be anything from working as a Shopify Guru, working with clients on large scale design projects, or a retail job at Old Navy or Dunnes Stores
      • Familiarity with the Liquid templating language
      • Experience using CSS preprocessors (e.g.: SCSS, LESS) and/or build tools (e.g.: Grunt, Gulp)
      • Have a working knowledge of jQuery (i.e.: do you understand what $(“.hello”).text("text”); does?)
      • Knowledge of version control systems like Git or SVN
      • Detail oriented, open and ongoing communication 
      • Thrives in an operationally autonomous environment
      • Takes ownership over problems and collaborates on solutions

      Working at Shopify is unique, and we’d like our application process to reflect that! If you want to be the next Shopify Theme Specialist, please attach a detailed cover letter outlining why you think you’d have a positive impact on our team and providing links to any technical or design portfolios you may have. In your letter, please also indicate which region you’re applying from. 
       
      In addition, please complete one of the following skill testing tasks:

      Create a Shopify development store and install one of our free themes. Modify that free theme to do something the theme doesn’t normally do. Explain why a merchant may want that modification, how it would help them grow their business, and how you approached making the changes in the code files. 

      OR


      Create a one-page, responsive website that sells yourself and your skills to Shopify. This is a free-form opportunity to show off your technical skills in whatever way you choose, so make sure to include examples of your HTML/CSS/jQuery abilities and your eye for contemporary design trends.


      Location: Republic of Ireland - Remote
      Closing Date: Friday, January 28th at 5pm GMT
    • Responsibilities
      • Experience managing an inbound request queue and assisting prospects and customers with online chat, email, and phone correspondence.
      • Familiarity with the needs of software development and IT operations teams.
      • Basic understanding of application lifecycle management including the technology commonly used in application lifecycle management.
      • Basic understanding of DevOps practices, including the cultural shift it represents and the benefits to building and shipping software upon adopting those practices.
      • Experience in a role that puts customer needs above all else.
      • Product demo experience.
      • Working knowledge of software development methodologies such as Waterfall, Agile, and Conversational Development.
      • Comfortable with frequent client phone calls to explain hard-to-understand concepts and deployment options.
      Requirements
      • Excellent spoken and written English
      • You are obsessed with making customers happy. You know that the slightest trouble in getting started with a product can ruin customer happiness.
      • Affinity with software and the software development process
      • Passionate about technology and learning more about GitLab
      • 3+ years experience in sales, marketing, or customer service
      • Experience with CRM and email automation software is highly preferred
      • An understanding of B2B software, Open Source software, and the developer product space is preferred
      • Is your college degree in French foreign politics with a minor in interpretive dance but you’ve been hacking together websites since you were 12? Perfect. We understand that your college degree isn’t the only thing that prepares you as a potential job candidate.
      • Be ready to learn how to use GitLab and Git
      • Start part-time or full-time depending on situation
      • You share our values, and work in accordance with those values
      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-Central
    See 3 more Customer Support / Customer Success jobs
  • All others (2)

    • This position is remote based.

      As a Support Operations Manager, you are responsible for being a technical expert in Zendesk system administration along with data and business process analysis. Additionally, you will need to be proficient across multiple other cloud-based application services. We are building world-class and industry-leading best practices to ensure our Support Engineers and Support Agents deliver unparalleled customer experiences. We are seeking a highly motivated Support Operations Manager who is organized, cool under pressure, a leader, and an innovative problem solver; someone with fantastic troubleshooting and analytical skills, well-rounded experience working in customer support or other operational roles, and is motivated by team as well as personal success. Your work mantra is to solve the problem, not the symptom.

      Responsibilities
      • Hire, develop, and manage a team of specialists to complete projects focused on excellence in the operations of a global Support Engineering organization.
      • Develop processes and execution strategy toward a Support Operations Roadmap to support the growth and scalability objectives of GitLab Support and contribute to a rolling 6-month plan in order to drive towards department and company wide initiatives.
      • Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.
      • Contribute to the administering all software systems used by GitLab’s Technical Support team (e.g. Zendesk Suite, GitLab, Slack, SFDC, Google groups, Insights/Explore, and GitLab internal systems) including user administration in accordance with written and audited security controls and configuration changes when needed.
      • Develop processes to prioritize and implement configuration changes and feature deployments toward a common vision.
      • Partner with coworkers, managers, and executives, as well as external partners to gather system requirements, understand business needs, and identify resources as necessary to ensure customer and employee success.
      • Work with GitLab Support leadership, define workflows, practices, and standards to ensure that Support Engineers and Support Agents can deliver fast, reliable, and accurate customer support globally.
      • Work with management to develop Key Performance Indicators (KPIs) for the systems and tools administered by the team; capture and report those KPIs regularly to confirm system health. Improve process and education around analysis and resolution of escalated customer and/or technical issues in a timely and effective manner.
      • Drive towards becoming a Subject Matter Expert (SME) in product or process areas as needed.
      Requirements:
      • 3+ Years Customer Support or Operations experience required, preferably in a global organization.
      • Zendesk Administrator or equivalent enterprise application system administration experience preferred with the ability to gain Zendesk Administrator Certification within 6 months of start date required.
      • 3+ years experience managing and leading a team of people, including goal-setting and leading personal development.
      • Content management experience; writing and troubleshooting JSON and/or JavaScript and HTML; familiarity with principles of change management.
      • Experience implementing business processes, sufficient for regulatory and security compliance and working with auditors.
      • Ability to use GitLab
      • You share our values and work in accordance with those values.
      Desired Skills:
      • Demonstrated understanding of technical software support processes and concepts
      • Experience in CRM or a related industry
      • Familiarity with change management processes and risk control compliance
      • Experience working on the Zendesk platform as an admin or developer
      • Experience with enterprise integration tools
      • Demonstrated leadership, analytical, communication, and problem-solving skills and the ability to act/decide accordingly.
      • Ability to collect, synthesize, and research complex issues and diverse information.
      • Exceptional customer service skills and the ability to plan organize and exercise sound judgment.
      Performance Indicators

      Support Operations support the global Support team to achieve the following performance indicators by ensuring we have the most efficient workflows through our applications;

      Learn more about Leadership at GitLab

       

      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 30 minute screening call with our Global Recruiters
      • Selected candidates receive a short assessment from our Global Recruiters
      • Candidates will then be invited to schedule a 90 minute technical interview with a Support Engineering Manager
      • Candidates will then be invited to schedule a 30 minute behavioral interview with a Support Engineering Manager
      • Candidates will then be invited to schedule a 60 minute interview with the Director of Support
      • Successful candidates will subsequently be made an offer via email

      Additional details about our process can be found on our hiring page.

      Compensation

      The compensation for this role can be found here.

      Remote-TAM
      Remote-ATL
    • The Carpentries is committed to “training and fostering an active, inclusive, diverse community of learners and instructors who promote and model the importance of software and data in research.” We seek an engaged and collaborative individual who shares this vision for a full-time position as the Curriculum Community Developer for The Carpentries. The Curriculum Community Developer has a broad responsibility for developing community and guidelines around open, collaborative curriculum development within the scientific open source software and research ecosystem.

      As the Curriculum Community Developer, you will facilitate the development of new Carpentries-style lessons and promote the submission, sharing, and use of community-developed lessons. You will develop an editorial process for the peer-review of lesson submissions, and create documentation to guide authors in the lesson development process. You will identify and recruit peer reviewers, and coordinate the review process. The Curriculum Community Developer will establish effective communication channels for community members proposing, developing, and reviewing lessons. You will build a community of lesson developers and maintainers as part of a collaborative development ecosystem. You will work with the Lesson Infrastructure Technical Developer to guide development of the CarpentriesLab platform, advocating for curriculum developers and effectively connecting them with the technical infrastructure. You will also be involved in supporting our existing community of maintainers for core Carpentries lessons through effective communication, transparency, and collaborative leadership.

      The Carpentries is an open, global community teaching the skills and perspectives to turn data into knowledge. We build capacity in essential data and computational skills for conducting efficient, open, and reproducible research. We believe in a world where more people have the computational skills and perspectives to work with data to address their questions in science, scholarship and society. We aim to build that world by scaling evidence-based teaching, creating inclusive environments, and building communities of practice based on open principles. In this role, you’ll join a diverse team of professionals working to spread data-driven research skills. Our community comprises 50,000 learners, 2,000 instructors, 80 Trainers, and 85 member organisations from research institutions around the world.

      Qualifications:

      This posting is intentionally broad. We are not expecting experience with all components of the position. We are looking for someone with skills and perspectives that complement our existing team and an enthusiasm for the role and the goals and approaches of our organisation.

      Required:

      • Evidence of community building efforts

      • Excellent written and real-time communication skills

      • Demonstrated leadership experience in professional or volunteer settings

      • Familiarity with the open-science, open-source community

      • Passion for sharing digital research skills

      • Customer-service orientation

      • Ability to work with minimal supervision

      • Excellent time management skills

      • Able to work virtually with a distributed team

      • Familiarity with GitHub

      Preferred:

      • Experience with The Carpentries

      • Experience working with a volunteer community

      • Understanding of nonprofits and their communications needs

      • Editorial experience

      • Experience teaching technical subjects

      • Demonstrated experience with social media and/or blogging

      • Project management skills

      • Familiarity with one or more of the following: R, Python, SQL

      Our team values openness, honesty, fairness, and transparency as the keys to fostering trust. We believe that individuals are the most important part of our organisation and our strongest resource. We strive to make decisions that prioritize people first and empower the growth and success of all who are part of our organisation. We value a growth mindset in all that we do and strive to be always improving and evolving ourselves and our methodologies, being receptive to feedback, responsive, curious, and willing to learn.

      About Us

      We’re a core team of eleven staff and independent contractors, with a nine person Executive Council. We’re a fiscally sponsored project of the 501(c)3 Community Initiatives. We have a large community of instructors and contributors, and a much larger community of users. We use evidence-based teaching practices to teach the core skills for effective computational and data work, and we promote reproducible research and open science/open source widely. All interactions in The Carpentries community and spaces, both virtual and in-person, are governed by our Code of Conduct.

      Compensation and Benefits

      This is a remote position and is initially funded for 18 months, with the possibility of renewal. For US-based candidates, compensation will be $77,000 - $104,500 USD annually, commensurate with experience. Outside the US, total compensation may need to be adjusted in accordance with legal and financial costs associated with international hiring and contracting for a US-based entity. All qualified applicants are highly encouraged to apply, and we will make every effort to be transparent about the impact of costs on potential compensation during the interview process.

      In the US, Community Initiatives offers a comprehensive benefits package including:

      • Fully paid medical, dental and vision

      • 401k with employer match

      • Basic life insurance, AD&D, STD & LTD

      • 4 weeks of vacation

      • 12 paid holidays

      • 4 floating holidays

      Outside the US, Community Initiatives will make every effort to support the hiring or contracting of international workers, following all local laws related to employment and benefits, ensuring a competitive compensation package.

      Equal Employment Opportunity

      The Carpentries is dedicated to providing a welcoming and supportive environment for all people, regardless of background or identity. We are an equal opportunity employer and give consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by US federal, state, or local law. We encourage all qualified individuals to apply.

      To Apply

      Please submit a cover letter and resume or CV to [email protected] If you would like to be considered for any of our other open positions, please indicate all positions you are applying for in your cover letter. Please also clearly indicate the country in which you pay taxes.

      Applications received before 11 December 2019 will receive full consideration.