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Knowledge Specialist

Ingles about 9 hours

Headquarters: Santa Monica, CA
URL: https://rechargepayments.com/about


Overview

As a Knowledge Specialist in the Customer Success department, you will be part of a team responsible for ensuring a quality, comprehensive and accurate library of ReCharge knowledge. This includes creating documentation for our public support and developer documentation, internal knowledge base, and training modules. 

What You'll Do

  • Live by and champion our values: #day-one, #ownership, #empathy, #humility.
  • Use your ability to simplify complex issues and technical writing expertise to create external support articles that boost the excellence of our merchants, especially during the onboarding phase and post-launch phase.
  • Execute on a user-journey based learning approach to ensure customers are leveraging the ReCharge platform to deliver business value.
  • Design, produce, and maintain customer-facing and internal product training content. This content could vary in audience from small business owners to highly technical software engineers.
  • Meet deadlines for content tasks.
  • Communicate with Product Managers and other stakeholders when product additions or changes are being developed that require documentation.
  • Assist with writing internal training modules, internal guides, and documentation.
  • When needed, assist in the ticket queue to help the overall support team achieve KPIs.

What You’ll Bring

  • 2+ years of experience in documentation and writing for a support audience
  • Experience with Zendesk Guides, Stoplight, Jira, and Confluence
  • Proficiency with technical writing – grammar, spelling, syntax, style
  • Broad understanding of APIs and front-end web development a plus
  • Understanding of information architecture — you consider user experience when creating content
  • Excellence at breaking down complex information into easily understood  concepts
  • Ability to absorb highly technical information and make it accessible to everyone
  • An exceptional eye for detail, grammar and syntax, and excellent organizational and communication skills
  • An instinct for recognizing when knowledge is missing and a passion for closing the gaps
  • Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen
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Developer Support Engineer, Tier 3

Ingles about 9 hours

Headquarters: Santa Monica, CA
URL: https://rechargepayments.com/about


Overview

We are looking for a Developer Support Engineer, Tier 3 that will work to support developers on the ReCharge platform and help ensure they get the most out of the ReCharge product suite. You will be hands on with the ReCharge API and will spend time troubleshooting code, solving complex problems, and working with our internal teams to make improvements to internal tools and processes.

What You'll Do

  • Live by and champion our values: #day-one, #ownership, #empathy, #humility.
  • Use your strong technical and communication skills to address customer issues and provide customer feedback to ReCharge’s Product and Engineering teams.
  • Work with our customers’ and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
  • Collaborate with your teammates and the ReCharge Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
  • Review internal knowledge documentation to stay ahead of industry shifts and standards.
  • Assist your manager in process improvements by surfacing customer problems.

What You'll Bring

  • 4+ years of developer-oriented Technical Support experience.
  • Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with integrations.
  • Broad and deep capabilities to troubleshoot code (Python, Ruby, or PHP) and client-side code (JavaScript). 
  • Ability to communicate complex technical issues to both technical and non-technical audiences via phone or email.
  • Interest in utilizing customer feedback to identify and drive improvements in our products.
  • Enthusiasm for interacting and collaborating cross-functionally in your search for the solutions to our customers need.
  • Sophisticated time management skills and ability to work efficiently under pressure.
  • Experience developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
  • Excellence in task prioritization and evaluation of situational urgency.
  • Bachelors degree or equivalent is desired. 

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Customer Support Associate

Ingles about 10 hours

Headquarters: Remote, US
URL: http://www.foldapp.com

Fold’s Customer Support Associate will join a team dedicated to consistently maintaining outstanding customer support standards. This position requires a thoughtful and enthusiastic professional who is passionate about creating best-in-class customer experiences. 

How You’ll Have an Impact On Customer Support
  • Develop a deep understanding of Fold’s products in order to help customers navigate through processes and bugs
  • Maintain customer relationships by effectively managing and responding to incoming inquiries, facilitating resolution, and documenting related actions
  • Escalate customer issues as needed to facilitate effective resolution of issues
  • Assist in onboarding customers who require manual KYC verification
  • Build strong relationships with customers, based on trust, honesty, and delivering exceptional customer service
  • Ensure compliance with regulatory requirements impacting customers
  • Document and refine our customer service processes and procedures
  • Other duties as assigned

Why We’ll Love You


  • You have a demonstrated passion for customer service, and take pride in delivering exceptional customer support experiences
  • You like to have fun, and want to be part of a team that is building an innovative product 
  • You have experience working for an early stage startup, and are able to balance the optimism and pragmatism that are required to work in that environment 
  • You’re intellectually curious, comfortable rolling up your sleeves to find solutions and learn new things, with a focus on supporting the growth of the company
  • You’re excited about our mission, and by the thought of disrupting legacy business models in the industry
  • You have the drive to initiate and follow through on projects with little oversight, and the grit to work through obstacles while collaborating with the team
  • You have experience working with cross-functional teams to achieve shared goals 
  • You excel in communicating, as it is crucial to the smooth operation of our distributed team 
Why You’ll Love Us
  • We’re a highly collaborative, fully remote team
  • Generous benefits, including health, vision and dental insurance
  • Unlimited time off policy - we trust you to manage your own time
  • Paid parental leave



  • Company retreats and onsites (at least, after COVID)


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Outreach Specialist / Link Builder [100% Remote]

Ingles about 16 hours

Headquarters: Remote
URL: https://dofollow.io

About the Job
You’ll be in charge of link building tasks on SEO client projects. This includes hands on work, managing multiple projects with time constraints at the same time and adjusting strategy as necessary.
Your main task will be to communicate with various website owners to promote our clients’ content. 
We intend to enter into a long term, project based collaboration. You will receive your assignments from the founders directly.

Responsibilities:
  • Promote content and articles through concerted email outreach to get authoritative websites and publications to link back.
  • Familiarize yourself with multiple online niches, identify key influencers and start conversations with them. Maintain these relationships to produce positive results for both parties.
  • Discover link building opportunities through industry specific searches
  • Ability to track your link building efforts and report results on a monthly basis.


Requirements:
  • Excellent verbal and written communication skills
  • Ability to work within a team and independently
  • Assiduity in performing long-term tasks of the same type.
  • Ability to handle large volumes of projects quickly across various industries
  • Expert level attention to detail is essential

Preferred Qualifications:
  • Basic understanding of SEO and function principles of search engines;
  • Basic understanding of internet marketing;
  • Experience in customer support or customer facing communication 
  • Tech savvy and willing to learn new tools


We offer:
  • Create your desired lifestyle
  • Travel and work from wherever you want
  • Possibility to move your residence in a country of your choice
  • Flexible schedule to allow for an optimum work-life balance
  • Create space for personal plans
  • Opportunity to be with dofollow.io team for a long time. We are focused on long term collaboration more than on one time freelance projects
  • Grow with the company
  • At dofollow.io we find extraordinary talent and build positions around their skills
  • Access to very experienced team members in various Digital Marketing areas. 
  • Every 30, 60 or 90 days propose 1 or more projects you would like to develop for the company. We appreciate and support initiative.


This is an entry-level position which can be a good start for building a career in online marketing.

 
Apply for this Position
If you’re interested please follow this link, fill out the Google form and provide all the required information. We will contact you regarding next steps.
 


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Customer Support Representative

Ingles 1 day

Headquarters: None (Fully Distributed)
URL: https://www.rescuetime.com

10,000 Foot View

  • Hours and schedule: 15 hours/week to start (we’re open to expanding the role to full-time for the right candidate). You’ll have lots of flexibility in which hours you work.
  • Compensation: $30/hr
  • Location: Work from anywhere (RescueTime has been all-remote since before Covid)

Here’s what your average day will look like:

Each day, you’ll assist people through our support channels (mostly a ticket system, but some live chat), lend a hand on Twitter and Facebook, and be on the lookout for opportunities to improve the customer experience.

Having successful customers isn’t just important to our business, but is a core part of the value RescueTime brings into the world. As a tech support rep, you’ll help smart people do more work that’s personally meaningful and important to them. It’s fulfilling but also demanding. 

Responsibilities

  • Respond to support requests from our customers via our help desk platform, phone, live chat, and occasionally social media.
  • Pay attention to customer feedback and work directly with the rest of our CS team to improve our processes and product. Our customers have a lot to say and we need to absorb it.
  • Track customer support effectiveness by developing systems to help us understand how we’re responding to customers and track areas where we can improve.
  • Work closely with the engineering team to solve bugs and system issues affecting users.
  • Create and maintain our user knowledge base.

Who’s a good fit for this position?

You’ll be an ideal new coworker at RescueTime if you get satisfaction from:
  • Getting to the root of a customer’s problems and finding solutions that make them smile
  • Learning and mastering new software 
  • Speaking up and being a part of a collaborative team
  • Being focused and efficient–support requests can occasionally pile up and we’re looking for someone who is organized and cool under occasional pressure
  • Finding more efficient ways to help our customers whether that’s through live chat or developing a library of templates for the most common customer issues
This is a front-line position with lots of direct interaction with our customers. You should be able to manage lots of conversations and be patient enough to deal with the occasional customer who is just having a really bad day.

You’ll need these qualifications

  • 2 or more years of experience in a customer support/success capacity (ideally with lots of written and online interaction).
  • You’re a pro at diagnosing peculiar software issues and helping less (and sometimes more!) technical folks navigate their way to success.
  • A proven track record of efficient written communication
  • An even and cheerful temperament.
  • A fast and reliable internet connection, a quiet place to have occasional video calls, and a solid desktop/laptop computer (Mac or Windows).

It would be great if...

  • You’re excited about personal development–stuff like Fitbit, RescueTime, etc.
  • You are genuinely interested in fiddling with technology–software, hardware, mobile, desktop, you name it!
  • You’re a RescueTime user (or you are at least familiar with it)
  • You’re familiar with any of the other tools we use, like Slack, Google Docs, Help Scout, and Coda.
  • You have a keen interest in software usability.
  • You know how things work on social media (Twitter, Facebook, Reddit, etc) and have an interest in marketing and community management there.

We are committed to building a diverse and inclusive team

We think solving the hard problems around meaningful work takes all sorts of perspectives. We are an equal opportunity employer and welcome people of different backgrounds, experiences, and abilities.

How to apply

Send an email to hello@rescuetime.com with the subject line “Customer Support Representative”. 

Please include a PDF resume or link to an online profile (LinkedIn) as well as a brief description of your most relevant experience. Also, be sure to tell us a bit about your availability. When can you start? Are you interested in part-time or full-time work?

In addition to the standard stuff, please tell us the following:
  1. What new software have you used over the past 5 years that has changed how you work?
  2. If you were a CS rep at RescueTime and a customer requested a new feature that was on our roadmap, how would you reply?
  3. What unusual qualities do you have that would make you stand out from other people interested in this position?
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Product Support Expert

Ingles 2 days

Headquarters: Remote
URL: http://followupboss.com

This Role Is For You If…
  • You would describe yourself as patient, empathetic and having a good sense of humor
  • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
  • Superb written and verbal skills (with a professional yet fun demeanor).
  • You consider yourself tech-savvy and efficient with SaaS applications
Your qualifications:
  • Self-motivated and proactive mindset.
  • Remote work experience is considered an asset.
  • Based in the USA, quiet home office with fast internet.
  • Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).

We’re looking for a Product Support Expert to join our team to cover support 9 - 6 PM EST Tue-Sat.

Your responsibilities will include: 
  • Answering incoming phone calls from customers to offer support
  • Answering support tickets to help customers and free trials (we use Help Scout)
  • On-boarding and setting up new accounts and winning them over from the get-go.
  • Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.
  • Advocating customers’ requests and needs across the entire company (we use Basecamp)
  • Educating about newly released features and functionality.
  • Contributing to our Help Center (help.followupboss.com)

30 Day Targets:
  1. Learn the Follow Up Boss software & product offerings to be effective in the position
  2. Complete all position-specific onboarding tasks, setup, and initial training
  3. Virtually meet all Follow Up Boss employees

60 Day Targets:
  1. Actively work in the ticket queue on a daily basis
  2. Answer incoming calls and complete 3 training calls

90 Day Targets:
  1. Meet or exceed KPI expectations
  2. Contribute at least 3 documents to the Help Center

KPI’s:
  1. Average Calls per Day
  2. Average Tickets Per Day (conversations)
  3. Three Help Articles Per Month (new or update)
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WordPress Support Specialist

Ingles 3 days

Headquarters: Mclean, VA
URL: https://www.yokoco.com/


Hi. We’re not looking for your average, everyday customer support specialist. 

For us, providing excellent customer support isn’t simply about checking boxes or resolving tickets: It’s about demystifying the technical, empathizing with people, and thinking about opportunities beyond the request. 

If you’d like a position where you can pair your primo technical chops (largely WordPress) with your top-notch communication skills, we’d like to hear from you. 


Responsibilities

Your day-to-day will change, but your core charges include: 

  • Owning and managing “Yoko Co Support,” which encompasses a variety of issues reported by our clients. 
  • Researching, troubleshooting, and identifying solutions to resolve customer issues.
  • Providing prompt and accurate feedback while ensuring an exceptional level of customer care.
  • Partnering up with the rest of the Yoko Co team on development and technical tasks for ongoing projects and initiatives.
From listening to clients, to tackling requests, hands-on involvement and a positive attitude are absolutely crucial to your success here.


Technical Skills

  • Deep knowledge of WordPress, including themes, plugins, common configurations, and quirks. 
  • The ability to write and edit custom HTML and CSS.
  • An understanding of the underlying technologies behind WordPress and web development, including PHP, MySQL, and general website and hosting-related topics, like DNS, redirects, and site performance. 
  • At least 1-2 years of professional experience working with WordPress.

Added Bonus:

  • Professional experience developing WordPress plugins and themes
  • Experience with search and performance optimization

Soft Skills & Personal Traits

  • You should be someone who feels energized by solving problems and learning new things. 
  • You’ll need excellent communication skills. 
  • The ability to multitask is critical.
  • And, most importantly, you should care about the work you do.

About Us

We’re a digital marketing agency that works exclusively with clients who are trying to make the world a better place. Everyone here works remotely, and we have people located all over the world. Fostering an incredible work culture is extremely important to us, and we’ve been named one of the best places to work by the Washington Business Journal.


Interested?

In exchange for your skills, we’ll provide a flexible work schedule, medical benefits, great pay, participation in our annual shutdown (we close for about two weeks at the end of every year), and we take off most federal holidays, plus a bunch of other days, too. Most importantly, you’ll be immersed in work that makes a positive impact.

Make sure you include your resume and tell us why you think you’d be a great fit for the position. Also, share something cool that you’ve learned recently. Weird trivia encouraged. 

We accept international applicants, but you have to be willing to work typical U.S. business hours (or something close to them).



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Support Specialist

Ingles 4 days

Headquarters: Kitchener, Ontario
URL: http://smile.io

Smile.io allows eCommerce store owners to deliver powerful and customizable rewards programs to their customers. These programs help stores delight their customers, keep their business profitable, and grow their community. We are powering thousands of rewards programs, and rewarding tens of millions of customers in eCommerce stores all over the world!

As a member of our Merchant Experience team, you will play a vital role in communicating directly with our eCommerce merchants to help them get the most out of Smile and grow their business!

About the Role 

We are looking for a highly motivated, and skilled technical problem-solver to add to our global support team. We are looking to fill one remote position to work hours aligned to 9-5 pm PT (with some flexibility + 1 or 2 hrs), with a Sunday - Thursday schedule.

As a Support Specialist, you will be working to help thousands of merchants with their technical questions, supporting them with their loyalty programs with Smile. This role is high-volume, 1:many. Most days will be spent interacting directly with merchants through live chat and email. You will also work with our development team as needed to escalate and assist in solving merchant issues. Along with the rest of the team you will contribute to our merchant Help Docs and internal documentation to improve our self-serve resources.

If you love a challenging, high-volume environment where you can think on your feet, and delight customers, we want to hear from you!

What We’re Looking for:
  • You have a strong understanding of web technologies, are comfortable with HTML, CSS, JavaScript, and APIs, and have strong SQL skills.
  • You’re a self-starter who thrives in a fast paced and changing environment. You’re not afraid to jump in and chat with a customer or solve a problem - even if you don’t know the answer!
  • You have experience helping customers in a high-volume digital or SaaS environment, and are effective at communicating in a remote environment.
  • You work well in situations that require creative problem solving, good judgment, and you can improvise with ambiguous or limited information.
  • You are a pro at context switching, and can delve into issues with varying degrees of complexity over the course of a day. You’re just as happy helping out a customer, or a fellow team member solve a problem!
  • You have a clear, personable, and empathetic communication style and are comfortable translating technical or difficult concepts into user-friendly explanations for our merchants.
  • You have a desire to be the voice of our merchants at Smile. You’re keen to help influence product changes and build resources to help our merchants learn all there is to know about Smile!
Bonus points if you:
  • Have familiarity with Shopify and it’s template language, Liquid
  • Have experience using Intercom
  • Have experience with knowledge management
What You’ll Do:
  • Support and delight our merchants through our primary chat and email channels, as well as video conversations if needed.
  • Work with our merchants to quickly and effectively resolve their issues, from answering simple how-to questions to diagnosing more technical issues and bugs.
  • Collaborate with our development team to escalate and track merchant issues, replicating their issue when possible and offering any needed context and research.
  • Create internal and external support documentation about Smile and strategy to help merchants make the most of their rewards program.
  • Collect and share valuable feedback from our merchants for product improvements.
  • Engage and collaborate with a remote team spread across the world.
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Customer Success Manager

Ingles 8 days

Headquarters: New York City
URL: http://rafflecreator.com

Raffle Creator is hiring a Customer Success Manager! We're an online fundraising platform that helps non-profits raise millions of dollars each year.

You will be the first hire responsible for managing customer support, new user onboarding, and inbound sales.


This is NOT a generic support role design around churning through customer support tickets.


You will talk to customers, give product demos, and help users get up and running to raise hundreds of thousands of dollars on our platform.

Responsibilities:
  • Work day-to-day with new users as they sign up for the service, ask questions, and setup their events.
  • Design and improve new systems for helping users get the help they need (writing FAQs and documentation, for example).
  • Give product demos over Zoom to prospective users.
  • Be the first non-technical hire, so there’s a lot of room for you to take responsibility, define your own role, and get a ton of experience.
  • Get broad experience across customer support and sales. And you will have plenty of latitude to write your own playbook and manage your time.

Ideally, you’re interested in building your sales and marketing skills by expanding into:
  • Taking a proactive approach to inbound and outbound sales to acquire new business.
  • Iterating and experimenting on new sources of leads and opportunities to grow the business.

Qualifications
  • Strong writing skills
  • People person
  • Patient, kind, empathetic. You should enjoy solving people’s problems and setting them up for success on the product
  • Excited about a generalist position

Why Work For Us?
  • Small, relaxed company.
  • Use modern tech: We work in Notion/Slack/Intercom.
  • You'll work remotely and manage your own time.
  • Plenty of autonomy and leeway to grow and define your role. There is room to scale to other aspects of the company — growth marketing, outbound sales, etc.

To start, this will be a contract-based, remote role. We will experiment together and figure out the right scope of time, work, and responsibilities, with room to scale.


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Customer Experience Representative

Ingles 8 days

Headquarters: San Francisco, CA
URL: https://zebranow.com/

JOB TITLE:  Customer Experience Representative
 
General Summary:



Zebra Customer Service Representatives offer daily customer support, peace of mind, and quality information to our customers. As the frontline and often first touchpoint of communication with the company, Zebra Reps are essential in attracting potential customers as well as the retention of current subscribers. Our Customer Experience Team hears, acknowledges, and analyzes customer needs, develops customer-centric solutions, and provides clear communication in a humanized, friendly manner. This role is excellent if you are a creative problem solver, have a way with words, and enjoy helping others. 
 
CORE FUNCTIONS:
  • Develops thorough knowledge of Zebra products, services, operations, processes, and company goals
  • Strategically communicates using empathy, friendliness, and with company values in mind
  • Provides quality service to current and potential customers through various channels 
  • Communicates customer information and identifies issues effectively to the appropriate regional market manager and collaborates to creatively problem solve
  • Accesses the company’s internal systems to view customer databases, CRM, and payment systems
  • Identifies patterns in customer behaviors, issues, and questions to continually improve overall customer experience
  • Show composure, resilience, and positivity as customer needs evolve and case volume changes
 
AUTHORITY:


People:
  • Reports directly to: CX Manager or similar 

DETAILS OF FUNCTION:
  • Contributes to the development and maintenance of standards, policies and procedures regarding customer service
  • Actively updates pre-written responses to customer inquiries to reflect the current product, service, and processes 
  • Regularly provides feedback on the soundness and effectiveness of the customer service department’s policies and procedures
  • Regularly communicates across departments to problem solve and offers collaborative solutions
  • Adheres to all corporate policies, guidelines, and statutory requirements and recommends to senior management adoption and/or changes to policies and guidelines to reflect circumstances within the customer service area
  • Attends weekly customer service departmental meetings

QUALIFICATIONS:

Must have excellent interpersonal and communications skills. Must demonstrate personable and professional email etiquette. Must have the ability to learn new software systems relatively easily. Must be a team player and self-motivated. Must have a positive attitude and the ability to handle stress. Must have the ability to thrive in a fast-paced environment while keeping focus on the customer. Must be available to work weekends and occasional holidays remotely. An interest in micro-mobility, environmental conservation, or electric vehicles is appreciated. 
 
Strong candidates have obtained degrees in the following or related fields; communications, public relations, journalism, marketing, or English.

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Support Engineer (Hasura Cloud)

Ingles 9 days

Headquarters: San Francisco
URL: https://hasura.io/

Hasura is hiring Customer Support Engineers who can help our users get productive with Hasura Cloud. This is a technical customer-facing role with a focus on helping users and customers achieve success in their use of Hasura Cloud.


You will work with our users to ensure their queries are responded to and their problems are resolved. Internally, you will act as the voice of the user within the company, and liaise with the product and documentation teams to surface necessary changes.


We are a globally distributed team, with offices in San Francisco.



What the role will involve:


  • Answer questions, troubleshoot problems, and provide deep technical support to our users over email and live chat.
  • Schedule calls and/or pair programming sessions as needed to help users resolve problems.
  • Special focus on onboarding support to help new users get productive with Hasura Cloud quickly.
  • Work with the Product team to tweak the onboarding and overall Product UX for better developer experience.
  • Work with the Documentation team to ensure our docs address common questions and use-cases.

Requirements:


  • Solid understanding of the modern web application stack. You are familiar with one or more of the following technologies: Typescript, React, Angular, Vue, GraphQL, Node.js.
  • Previous experience in a customer facing technical role.
  • Creative problem-solving skills, with the ability to troubleshoot problems and identify workarounds.
  • Very good written & spoken communication skills in English.
  • Bonus: Familiarity with one or more of: Kubernetes/Docker, Android/iOS, Postgres, Java, CI/CD tooling.

Location:


  • This role will be based out of the following locations:
    1. Our office in Bangalore, India
    2. Out of US - We hire remotely in these 10 states in the US: Illinois, Virginia, California, Washington State, Maryland, Florida, Colorado, Massachusetts, Oregon, New York.
      We have an office in SF, and if you're based in SF, you can choose to work out of our office.

Working at Hasura:


At Hasura, we help developers build modern apps and APIs faster. Through your work at Hasura, you will have the opportunity to make a lasting impact on both Hasura as well as the larger developer ecosystem.


As a team, we take a lot of pride in our work. We obsess over the developer experience, and our first priority as a company will always be to make things easier for our users.


We offer competitive salaries, have a generous vacation policy and provide health insurance for everyone employed with Hasura.


We are an equal opportunity employer and do not tolerate discrimination of any kind.


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Customer Success & Support Manager for Awesome SaaS Company

Ingles 10 days

Headquarters: Denver
URL: https://leadsherpa.com/

About Lead Sherpa™

At Lead Sherpa™, our passion for our mission has already driven unprecedented success. In recognition of our exponential growth and consumer focus, Lead Sherpa™ received 2020 Best in Biz Award for Fastest Growing Company in the country (under 100 employees). The judges cited Lead Sherpa™’s direct industry impact as well as astonishing growth in both revenue and active users. But no one here at Lead Sherpa™ is ready to rest on our laurels. We are constantly adapting to meet the ever-changing needs of our customers and the challenges of the business environment.

This role provides an opportunity to join a small, highly motivated team with plans to grow its scope and impact even further. We need teammates who are ready for the next challenge, have that next unique insight, and are ready to grow themselves at the same expeditious rate as the company.


APPLY NOW! - https://sherpa.fyi/bUxq4J


Lead Sherpa Core Values

Care360 /// Be Curious /// Take Ownership /// Independent Team Player /// Focus On Results

Job Overview

In uncertain times, Lead Sherpa™ is a partner and a company on which you can rely. Our ideal candidate is excited about our Mission and feels the spark of recognition in themselves when they read our Core Values. The work we do is important, a fact which has been proven by the astounding levels of growth our business has seen, all in spite of the external hardships with which we’re all too familiar. As well as being a COVID-proof position, this role is an unparalleled opportunity to join a team with a strong foundation and an interstellar trajectory. 

We are full steam ahead and ready to continue growing!We are all about flexibility and optimizing your performance in this position. As such, this is a full time position that can be W2 or contract depending on the applicant’s preference and location. You can also work from our Denver office or remote from anywhere in the Western Hemisphere. Our team is 100% distributed.

The Customer Support & Success Manager will lead our support team and revamp our existing strategies and workflows, paying close attention to our drivers of reducing churn, increasing adoption, and helping to grow the business.

This role is a balance of both individual and teamwork within a highly collaborative team. You will be conducting team 1:1s and performance reviews as well as managing and improving processes and working directly with clients to maintain and grow existing relationships and identifying expansion opportunities with the goal of achieving a negative net churn. 


Requirements
  • 2+ years working as a Customer Success Manager for a SaaS company
  • Managed a support/success team
  • Proven track record killing it with customer success metric-based goals (churn, NPS, CSAT)
  • Experience making high-level decisions that directly impact company revenue
  • Experience setting goals with direct-reports and tracking their progress

Responsibilities
  • Manage and inspire a remote team
  • Establish clear retention goals and process milestones for the client and employees to work toward, and align them with company values and vision
  • Optimize existing processes within the company and actively enhance all Customer Success initiatives
  • Identify team members’ strengths for role development
  • Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
  • Work directly with our customers to achieve success
  • Communicate with fellow team members from other departments
  • Identify opportunities for product expansion
  • Understand success metrics: churn, retention, CSAT, NPS
  • Convey our customer voice to the rest of the team (extremely important!)

Company Benefits
  • Work remotely from anywhere - we are a 100% distributed team working primarily during mountain standard time (Denver)
  • Health insurance assistance
  • 401(k) with company match
  • Equipment reimbursement
  • Awesome culture; talented and friendly team!


Application Process

We use The Predictive Index® Behavioral Assessment to allow us to better understand the motivations and drives of each candidate and employee. This enables us to identify, develop, and retain the best talent to grow our organization. This tool helps to bring insight into an applicant's communication, delegation, and decision-making style

We have a quick and straightforward 3 step application process
  1. Complete Predictive Index evaluation
  2. Complete application form
  3. Complete cognitive evaluation
After Step 1 is finished, you will be automatically redirected to the application form and a link to the cognitive evaluation will be sent to your inbox. Once all three steps are finished, your application will be complete!


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Senior Tech Support with a love of email, writing, and details

Ingles 11 days

Headquarters: Kitchener-Waterloo, Ontario, Canada
URL: https://zsa.io

Support is important. Exceptional tech support can be a superpower for a small business. That's why we need you.

About me

Hi, I'm Erez. I'm the guy behind ZSA, a small independent company that's been making high-end ergonomic keyboards for years. We make the award-winning ErgoDox EZ, the Planck EZ, and the Moonlander.

Professionals rely on our keyboards to get work done day in, day out, without pain and with maximum efficiency. When they buy one of our keyboards, they know we'll be there for them for years to come. We offer a comprehensive two-year warranty, but we build relationships with our customers that last long after that.

Our support is entirely email-based. We wrote a little ode to email right on our site. Shopify interviewed me about why support is so important to us.

When most people read "support", their eyes glaze over. They think about call centers, about being on hold for hours, and about a faceless company reassuring them with a recorded message just how very important their call truly is.

We don't do things like that. This is where you come in.

About you

You're a nice person. A kind individual. Not a rockstar or a ninja — just someone who's pleasant to work with.

You're someone who understands that support can be different — that it needs to be different.

 Support isn't a stepping stone for you. You're not after a quick gig in support while you study up for another career. You get the value of deep knowledge and empathy: Support is a destination.

You understand just how important details are, in support and in life. You take the time to read every email. You never get an email from Johan and reply back with a "Hi John". You don't ask the same question twice in a long thread.

You don't shy away from taking executive decisions as you work. Yes, there are procedures, but judgment is above all else. You can look at a situation, ask the right questions (not too many, not too few) and do what's right for the customer.

Maybe you've never done support before, and that's okay: Experience isn't required here, just the right person. You may or may not be a total keyboard nerd — and that's okay, too.

You're looking for a fully remote role, in a company that's been 100% remote from day one. You don't need a system that pays you by the hour and counts your every minute. Bonus if you're comfortable working during North American daytime hours.

Sounds interesting?

If you made it all the way here and this sounds like a good match, let's get the ball rolling. I don't want to see your CV or a cover letter. Our hiring process is based on a series of questionnaires, possibly followed by one or more interviews. We are only able to advance a handful of candidates to the next step, but I personally review incoming applications right from the first stage.

Let's do this! Apply here.
 
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Customer Support Rep for SaaS startup 🚀🔥

Ingles 11 days

Headquarters: UK (Oxford & London)
URL: https://salesflow.io/

Title for job board: UK-based software company seeking for a Europe English-speaking Software Customer Support representative

As a growing Software as a service company, we are currently looking for enthusiastic team members to join our Customer Service Department. The successful candidate will be directly responsible for providing an excellent customer experience as well as answering general customer account inquiries -please visit www.salesflow.io

*we are are young company that is pro-office but willing to consider partial remote* Located between Oxford/London - open to relocate. 

                                             Requirements

Communication skills 

  • Ability to communicate clearly and professionally, both verbally and in writing. 
  • Has "thick skin" and is able to handle complaints and unpleasant customers. 
  • Good comprehension skills- ability to clearly understand and state the issues customers present.
  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Demonstrated passion for excellence with respect to treating and caring for customers. 
  •  Strong detail orientation and communication/listening skills. 
  • Willingness to work a flexible schedule and occasional overtime when needed.
  • Possess a strong work ethic and team player mentality.
  • An amazing sense of humour and wants be part of in-house team  

Computer knowledge/ skills 

  • Some experience working with technical product such as software 
  • Ability to use desktop computer system
  • Excellent typing skills
  • Some knowledge and experience with Ticketing systems, online chats and email handling queries
  • Ability to successfully adapt to changes in the work environment 

Customer focus

  • Excellent customer service skills, including maintaining focus on customer issue in a fast-paced environment 
  • Ability to empathise with and prioritise customers needs 
  • Demonstrate interpersonal skills with diverse customer base
  • Demonstrate ownership to resolve challenging customer issues, escalating when necessary
  • Demonstrate conflict resolution and negotiation skills   
  • Ability to determine customer needs and provide appropriate solution

Problem solving skills 

  • Effective  problem solving skills including decision making, time management and immediate prioritisation of tasks as assigned
  • Troubleshooting, escalation and ticket resolution 
  • Ability to approach problems rationally and logically
  • Action oriented and self-disciplined 
  • Organised and detail oriented
  • Ability to handle multiple customer queries 

2+ years of experience in customer service or help desk capacity required. Some experience with multi-line telephones, online ticketing systems, and personal computers helpful.



Responsibilities

  •  Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly. 
  • Thoroughly and efficiently gather customer information, access and fulfil customer needs, educate the customer where applicable to prevent the need for future contact.
  • Manage and prioritise multiple concerns
  • organise workflow to meet customer timeframes
  • record details of inquiries, comments and complaints
  • communicate and coordinate with internal departments
  •  Handles issues in the best interest of both customer and company. 
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  •  Responsible for compiling and generating reports as they relate to customer service surveys.
What we offer:
  • Competitive salary
  • Paid holidays
  • Formal training programs
  • Career growth opportunities
  • Super fun and friendly team


The selected candidate is expected to remain current in product changes, licensing, technical developments, and continuing education
If you are motivated to succeed and can see yourself in this role, please complete our application. We will follow up with you on the next steps in the interview process.


If interested please send your cv to flaka@salesflow.io


For more about us, please visit salesflow.io
 

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Customer Support Specialist

Español Ingles 11 days

Headquarters: Estonia
URL: https://languagedrops.com/

Hello there!

Do you have a soft spot for profitable companies with a meaningful, globally used and loved product? Would you like to work within a compact, super-capable team in a refreshing work environment? Would you like to work on an application that is changing the way we learn and communicate? Would you like to learn about how technical support works? You might just be the perfect fit for our new Customer Support opportunity here at Drops!

About us:

Our goal at Drops is to ensure effective language learning through a delightful, seamless, gamified experience. We strive to be the #1 app for vocabulary learning and we’re very much on the way there! Our app has been live on the App Store for over 4 years, covering 41 languages, serving 25 million users across the globe and has been featured on both the App Store (App of the Day) and Play Store (App of the Year in 2018). Drops has been featured by TechCrunch, FastCo, Forbes, CNN, Bloomberg, VentureBeat and many more. In short, we’re a tiny but very powerful team spread mostly across Europe, achieving great things the remote way! The founders are involved in everyday implementation, strategy and support, working with the team on innovative ideas to shift the needle in the language learning space.

Check us out and see what you think: http://drops.app.link/

What are we looking for?

We’re looking for a support specialist, focusing on bolstering the relationship with our customers by providing a prompt, professional and warm approach to resolving issues. You’ll have experience using support tools with a focus on automation and providing great service when requiring manual intervention.
  • Solve customer issues via different channels with ensuring customers’ satisfaction and happiness with our products and service
  • Investigate and analyze issues in Drops. Answer how to questions, recommend known technical solutions and research workarounds
  • Take ownership of technical issues and customers problems from the beginning to the end, ensure timely follow-up and satisfactory resolution
  • Assist with keeping internal and customer-facing support documentation up-to-date.
Requirements
  • Have excellent listening skills and an empathetic voice and manner
  • Can judge subtext easily in a conversation, adapt to the customer's message and constantly evolve the tone of voice to meet the needs of our varying customer base.
  • Have the ability to thrive in a fast-paced environment, multitasking while keeping the focus on the customer
  • Show composure, resilience, and flexibility as customer needs expand and case volume changes
  • Good at mobile devices, apps and other tech products
  • Are proficient in English (C1-C2)Have experience in customer support and tooling (preferably zendesk)
Having experience in remote working and knowledge of the following languages is a plus: Chinese, Spanish, German, French or Portuguese.

Benefits
  • 🌍  All the perks of remote working
  • 👥  An awesomely compact 23 person team
  • 🧠  Yearly educational allowance
  • 💪  Fitness allowance
  • 💻  High-end Apple hardware and ergonomic accessories
  • 🏖  36 days of holiday per year (including Christmas and other holidays)
  • ✈️  Quarterly team gathering somewhere in the world (Amsterdam, Iceland, Lisbon and Budapest were previous locations)
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Customer Support Agent

Ingles 11 days

Headquarters: Remote
URL: https://trydesignlab.com

Designlab is looking for our next customer support hire to join our small but extremely capable team and help support our global student and mentor community. In this role your primary responsibility would be to ensure that both our students and mentors have a stellar journey with us. It is a challenging and rewarding opportunity to help make a real difference in the lives of our community. Sound interesting? Read on to see if the role is a good fit for you!.

We're a nimble, product-driven team focused on building the best experience in the world for creative skills training, and thousands of students across the globe have already advanced their skills and changed careers with our help.

Our mission is to empower creators to do the work they love, and this extends to our internal philosophy of how we work. Thanks to our best-in-class product with rave reviews, we’ve built a passionate community of students, mentors and alumni, and we’d like to expand our focus on admissions to hit our next level of scale.


You
  • Have a passion for education, design, and creative work
  • Are excited to create “wow” moments for customers
  • Have exceptional verbal and written communication skills
  • Have demonstrated passion for excellence in providing support to customers
  • Are enthusiastic about learning new skills and creative problem-solving
  • Possesses a pleasant, patient, and friendly attitude
  • Have strong organizational skills, work ethic, and attention to detail
  • Are savvy with computers and technology including helpdesk software
  • Are excited about working on the future of education with a small, talented, mission-driven team

Responsibilities
  • Provide world class service and support in a variety of areas to both students and mentors
  • Professionally and empathetically handle incoming phone and email requests from students and mentors
  • Ensure that issues are resolved both promptly and thoroughly
  • Anticipate student and mentor needs and address them in your communication to prevent the need for future contacts
  • Contribute towards building our community’s ability to serve themselves
  • Serve as an ambassador for the Designlab brand in all communications/interactions
  • Own various operational processes that allow for the smooth running of our platform and courses
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the student and mentor experience

Requirements
  • Ability to work remotely with high speed internet access
  • 1-2 years of customer service experience (phone and email)
  • Working hours will be Central European Time (GMT +1) - you do not have to reside within that timezone but should expect your hours to be as such

Perks
  • Competitive salary and equity compensation
  • Team is 100% remote, work where you want
  • Flexible hours (you set your own schedule)
  • Generous paid vacation policy
  • Health & dental benefits
  • Choose your own Mac setup
  • Work with a talented, mission-driven team on a product that’s innovating in the online education space with thousands of paying customers around the world

How to apply

Apply via our applications page by 18:00 ET on Monday January 11th

We’ll contact you to let you know whether we’re moving forward with your application by the end of Friday January 15th.








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Tier 1 Technical Support

Ingles 11 days

Headquarters: Washington D.C.
URL: https://www.uscreen.tv/

Tier 1 Technical Support

We’re looking for an amazing individual to join our technical support team. For this position, we want a true champion: a well-rounded person able to provide our clients with technical support, as well as answer any onboarding questions they might have. Your ultimate goal is to help our clients succeed by proactively providing them with all the technical know-how.

Uscreen is an amazingly diverse, fast-developing video monetization platform and the person joining us will play a pivotal role in our growth. This is a fast-developing industry, and we’ll need our tech support champ to know every detail about our platform to be able to confidently help customers with all technical and general support inquiries.

Our team is incredibly smart, passionate, supportive, skilled, open to learning, and constantly developing. We’re looking for someone who can match that energy.

About the role:

This is a customer-facing role: you will be one of the first points of contact for our clients in order to help them set up their account. From basic items, like video uploads and answering a variety of questions, to more advanced technical issues, like domain name setup / CNAME setup and installing SSLs, you will be providing rounded technical support for both new and existing Uscreen clients. It’ll be your responsibility and goal to provide our clients with solid answers and on-point guidelines that will help them have the smoothest experience possible.

We are looking for someone reliable and eager to work with us long-term. This is a full-time remote position and is not suited for a digital nomad lifestyle. We require a steady internet connection and a mandatory overlap of working hours with the rest of the team.

Job duties include working in the ticket queue to assist customers with technical support requests.  Being a go-to person for all technical requirements related to support and the platform.  Escalating more advanced tickets to Tier 2; escalating bug issues to the Product Team.  Helping customers with setup and onboarding as needed to help them with the initial few steps of the platform setup via ticket as needed.


Requirements:



Must have:


  • 1+ years in Technical Support experience
  • Experience in SaaS
  • Working knowledge of HTML & CSS
  • A fully functioning workstation and a quiet place to work (with their own laptop or PC)

Must be:


  • Able to comfortably work one of these three shifts: 
  • 2am ET - 10am ET, Thursday - Monday
  • 6pm ET - 2am ET, Thursday - Monday
  • 6am ET - 2pm ET, Tuesday - Saturday
  • Quick to learn and understand our platform, as well as the video and OTT industry
  • Able to work independently
  • Native or near-native English speaker
  • Overall a nice person :) 

Our ideal candidate will also have:


  • Experience working with Intercom or similar
  • Good communication skills, both written and verbal

Benefits:



  • Full-time (40 hours per week) remote job with contract. We want to make it clear that this is NOT a freelance / part-time position you can do in tandem with other professional endeavors
  • Amazing, young, and motivated team
  • 20 paid days off per year (eligible after the first 6 months with the company)
  • Budget for personal development

How to apply:


  • Apply using the link below
  • We review the applications and email candidates who qualify for the second round
  • The qualified candidates will be asked to do a test task: usually a video of yourself answering a few questions
  • After we review the submissions, we will organize a Zoom interview with the successful candidates
Please note that due to the high volume of applications, we are only able to respond to successful candidates.

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Customer Success Specialist

Ingles 14 days

Headquarters: Seattle, WA
URL: https://cleancatalog.com/

Salary
$27,000 annually. This is a 20/hour a week position.

Location
Fully remote. U.S.-based workers only.

Schedule
Flexible hours, but we'll expect you to work with us to set a schedule during U.S. working hours, and communicate when you'll be varying from that schedule.

Vacation/holidays
All federal holidays off, Christmas week off, plus three weeks of vacation.

Technology

We'll provide you with a MacBook Air, unless you want to use your own technology.

Opportunities for growth
We're a small company, and there will be a lot of opportunity for you to take on additional projects in areas that interest you — we're always open to pursuing good ideas.


What We're Looking For
  • Bachelor's degree in communications, English, journalism, or a related field.
  • Experience with a content management system like WordPress or Drupal.
  • Experience in a professional customer-facing role. (Internships count.)
  • Professional writing abilities. You'll need to be able to communicate efficiently with customers.
  • Very nice to have: experience working in higher-ed.

Primary Job Duties
  • We help colleges and universities take large documents like catalogs and student handbooks and convert them into a digital format. A large part of this job is assisting in that initial transition. Parts of it are automated, and you'll work on overseeing those. Other parts — like organizing pages and entering some content — you'll be doing manually. The manual part is generally more engaging than data entry, but we want to be up front that it's not super exciting but does require attention to detail. 
  • Answer and resolve basic customer technical support questions. For example, helping with password resets, text formatting, etc.
  • Building out and providing support for content approval workflows.
  • Write and help build out dynamic help documentation.
  • If there are other areas that interest you, it's likely that you'd get a chance to work on them — we have a lot going on in sales, project management, web/software development, marketing, and more.

About Us
We're a mission-driven company dedicated to providing affordable and best-in-class software for colleges in universities. We primarily provide course catalog, curriculum management, and student handbook software. We primarily work with community and technical colleges, HBCUs, and small liberal arts colleges.

How to Apply
Send a resume (PDF, LinkedIn, or online professional profile are all great) and brief cover letter to jobs@cleancatalog.com.


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Customer Support Specialist

Ingles 15 days

Headquarters: Austin, TX
URL: https://www.heightsplatform.com/

Customer Support Specialist at Heights Platform

As a Customer Support Specialist at Heights Platform, you’ll help our customers build and grow successful online learning businesses. Our customers will look to you, not only as a master of our platform, but as someone who understands their specific business needs and goals. Providing above and beyond customer support and understanding our customer’s needs is so important to us, that everyone on our team including our founder helps with customer support in some way.

We’re known for providing the best support in the industry, and we’re looking for others that enjoy helping people as much as we do.

Your Responsibilities:

  • Answering support questions via email.
  • Helping to moderate and interact with our private Facebook community.
  • Understanding pain points and common problems our customers have, to help our product team better solve them.
  • Identifying potential customers that might need to be reached out to for additional help.
  • Updating our knowledge base, and helping us understand where to improve our existing support content based on your conversations with customers.
  • Documenting bugs and helping our product team reproduce them.
  • Staying up-to-date with new feature releases to help our customers best benefit from them.
  • Understanding where each customer is in their journey, whether they’ve just started building their online course, or are an experienced creator with tens of thousands of students.

We’re looking for someone who has:

  • The desire to make impact, and improve our already outstanding support.
  • Prior experience in a customer support role. Even better if that role was with another SaaS company.
  • Great empathy and care for our customers, and is excited to help them succeed.
  • Excellent written communication ability. You are able to understand and clearly explain solutions.
  • The ability to constantly learn and improve. Customers with thousands of students will rely on you to help them make their courses the best they can be.
  • Experience in the world of online courses and digital marketing.
  • Experience in remote roles is a plus.
  • Experience with Help Scout is a plus.
  • Experience with configuring domains, and website building is a plus.



We Believe in Providing Outstanding Support

What some our our customers say about our support:

“The support team at Heights Platform is head and shoulders above any others I've used (and that is over 15+ years in the industry!)”

“The Heights team is SO responsive they make you want to cry or shake other companies and point them at what Heights is doing. Their responsiveness is amazing. Thrilled with their turn around times on questions and requests for support.”

“Not only have I been able to get my course launched, Heights Platform’s support is second to none! I am definitely challenged with some technical situations, however, the support has been right there making sure I got it done!”

“Wow, sometimes your support leaves me speechless. I'm always amazed at how much you care about your users' needs.”


About Heights Platform

We help entrepreneurs monetize their knowledge online. Heights Platform’s all-in-one course creation software provides entrepreneurs, online marketers, coaches, and consultants everything they need to build a business selling their knowledge.

Thousands of customers in 100+ countries around the world use Heights Platform to run their online course businesses.

Our goal is to help ensure our customer’s students can put their newly acquired knowledge to use. Providing tools to market an online course is one thing, but an online course can only truly be successful when learners can reach the outcome promised to them.



Why Work with Us?

  • We believe work-life balance is essential. Enjoy Unlimited time off. We highly encourage at least 4 weeks off out of the year.
  • Opportunities to grow and make an impact.
  • Competitive pay.
  • Flexible work hours.
  • Work remotely where you feel most comfortable and productive.
  • Confidently be yourself without fear of judgement.
  • Be part of a creative team that is constantly innovating and improving how creators can make a living from their skills, and how students can better learn online.

We’re excited to hear from you!


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Support & Operations Manager

Ingles 18 days

Headquarters: Toronto, Canada
URL: http://contentfly.com

About the job

As a Support & Operations Manager here at ContentFly you'll own front line interaction across our channels and manage our marketplace operations. 

  • Respond to in-bound live chat conversations from Leads, Customers, and Writers
  • Answer support questions and debug platform problems
  • Deploy various customer outbound campaigns to drive education and usage of ContentFly offerings
  • Manage our marketplace operations to ensure timely and high quality service
  • Identify trends, patterns, issues and share with relevant teams at ContentFly
  • Improve the recruitment process for Writers
  • Run various other process improvement / customer experience initiatives
Salary: USD$45,000 - $55,000 

This position is fully remote, you can apply form and work from anywhere.

About you

  • 1+ years experience in a customer support, operations or other customer-focused role at a software company
  • Fluent in written English
  • Experience with SaaS and/or marketplace technology companies is a bonus

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Customer Success Manager

Ingles 19 days

Headquarters: Remote


Who Is Follow Up Boss?

Why Work Here?
  • We’re a young, ambitious company who only answers to our customers
  • Opportunity to have a big impact on our growth and your career
  • No red tape or pointless meetings
  • Competitive salary, health/dental insurance and 20 days paid holiday, $1000 to outfit your home office, yearly company meetup

This Role Is For You If…
  • You’re a people person who is able to build rapport instantly
  • You’re a self-starter who can take initiative on new projects and ideas and run with them
  • You have an entrepreneurial spirit: we are a small, agile team that constantly improves processes
  • You would describe yourself as patient, empathetic and having a good sense of humor
  • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
  • Superb written and verbal skills (with a professional yet fun demeanor).
  • You consider yourself tech-savvy and efficient with SaaS applications
  • You are genuinely excited when you help others hit their goals
  • Great problem-solving skills, taking a consultative approach to find the best solution

Your qualifications:
  • Self-motivated and proactive mindset.
  • Remote work experience is considered an asset.
  • Based in the USA, quiet home office with fast internet.
  • 3+ years experience in a customer-facing success role (Support, Success, Account Management, or Sales).

Your responsibilities will include:
  • Your #1 priority would be helping our customers be successful with our product (& ultimately their business), get successfully setup and activated within their first 90 days of being a Follow Up Boss customer
  • Hosting kickoff calls and training sessions with new customers to make sure they are getting the most out of the system - we call these strategy sessions because we focus on uncovering the biggest opportunities for our customers vs. product click throughs. 
  • Calling, texting and emailing new customers proactively to make sure they are on the road to success with Follow Up Boss.
  • Hosting (on rotation) our FUB 101 live weekly webinar
  • Compiling product feedback and ideas to help our product and engineering team continue to improve our platform
  • Becoming a keen, passionate expert in all things related to real estate lead generation, lead conversion, sales optimization and customer service
  • Answering customer help tickets in the Onboarding queue

30 Day Targets:
  1. Learn the Follow Up Boss software & product offerings to be effective in the position
  2. Complete all position-specific success tasks, setup, and initial training
  3. Virtually meet all Follow Up Boss employees
  4. Become familiar with our online customer facebook group - Boss Community

60 Day Targets:
  1. Host a minimum of five kickoff calls and training sessions for new customers (with support)
  2. Answer 10-20 support tickets
  3. Gain familiarity with our partners
  4. Understand the top lead providers and how our customers work with them

90 Day Targets:
  1. Jump in the new customer onboarding rotation and own relationships with new Follow Up Boss customers
  2. Complete training for the 101 Weekly webinar
  3. Full ownership of accounts assigned to you

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Head of Customer Support

Ingles 24 days

Headquarters: San Francisco, CA
URL: https://www.cointracker.io

CoinTracker is a portfolio assistant for cryptocurrency. Used by over 100,000 cryptocurrency holders with over $1,000,000,000 in crypto assets, it enables consumers and businesses to seamlessly track their cryptocurrency portfolio, investment performance, taxes, and more. Beyond cryptocurrency, we are building a general automated financial assistant for all financial assets.

Our mission is to increase the financial freedom and prosperity of individuals and companies.

Some things we’re proud of:
💲 Over $1B in crypto assets are tracked on CoinTracker
📈 Over $1M per year in revenue, portfolio subscriptions growing >10% week-over-week
🤝 Partnered with Coinbase, TurboTax, and other industry leaders
💼 Backers including Y Combinator, Initialized Capital, Serena Williams, and more
🗺️ Founders: Jon and Chandan previously built TextNow ($50M/year revenue business) and worked at Google & Google[x]


Your opportunity
Join our tight-knit early-stage remote team that thrives on delighting users and building magical products that improve peoples' lives. As the first full-time customer support person on the team, you will be the face of the company to CoinTrackers!

You will:
  • Spend the majority of your time interacting with users by email, chat, and occasionally by phone
  • Improve our help content, knowledge center and contribute to our online community
  • Channel the voice of users to the rest of the company to improve our product
  • Collaborate with the whole company from engineering to design to tax to help solve user problems and delight customers

You may enjoy this role if you:
  • Enjoy writing
  • Are passionate about cryptocurrency
  • Like explaining complex topics to people in a simple way
  • Can empathize with users and quickly grasp the issues they’re facing
  • Love constantly learning about a technical product, even when it’s a little out of your depth
  • Thrive in an early-stage startup environment with less stability and more ambiguity
  • Work effectively in a remote setting

We are looking for someone who is:
  • A cryptocurrency holder
  • Clear and proficient in written communication in English
  • Empathetic, positive, patient and excited to help users' solves their pain points
  • Organized, reliable, independent and productive
  • Comfortable with mathematical and financial topics
  • Aware of what goes into building and improving a software product
What's it like working at CoinTracker?
We are a fully distributed, tight-knit team spread across five countries. We have minimal process, and the majority of our time is spent working and collaborating asynchronously through tools like Intercom, Google Docs, Linear, Notion, Slack, and Zoom. We also stay aligned through weekly all hands, weekly goal setting, and daily standups. We aim to empower every individual on the team with full transparency, ownership, autonomy, and clear objectives.

If this sounds exciting, we'd love to hear from you!
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Head of Customer Success

Ingles 24 days

Headquarters: Australia
URL: https://raisely.com


Raisely powers online fundraising for ambitious charities across the world. We’re a mission-driven remote team, spread across 5 countries and 7 cities. 

We’re growing rapidly, but we’re not just any high-growth startup. Here you’ll have the flexibility of working from wherever you’re happy, supported by a passionate, talented team. You’ll use your skills to help charities of all sizes raise money to fund their important work, all while building a well-balanced company that puts values first.

If you’re excited about the challenge of a high-growth startup, and want your work to have a huge impact on the world, then we hope you’ll consider working with us.

A bit about us:

We’re Raisely! We help charities raise money online. Our platform helps charities build fundraising campaigns, run donation appeals, and nurture their supporters. We make it easy to get started and scale-up, without needing technical help.

We started Raisely because charities have been underserved by technology for too long. We set out to change that, and so far we’ve helped raise over $100m.

We’re a team of 13-turning-20 as we rapidly grow our company (and impact). With your help, we’re hoping to raise $1bn in the next few years and rapidly scale out, supporting charities small and large in countries across the world.

Oh and one more thing. We walk this impact talk. We’re a proud B-corp, and purpose is baked into our constitution. We’re carbon neutral, and we’re starting our anti-racism journey to ensure we’re actively undoing centuries of systemic racism.

A bit about the role:

As our Head of Customer Success you’ll lead our incredible customer success team. The brief is simple, ensure every charity who uses Raisely is able to hit their fundraising goals.

You’ll develop onboarding journeys (automatic and manual) that set campaigns up for success, ensure we’re providing customer support that people rave about, help new charities start on Raisely, and devise plans to ensure we’re continuing to provide them with value for every year to come.

You’ll be a mentor to our customer success team, and be responsible for expanding our team as we grow. You’ll make sure that our success team is operating smoothly, and that every interaction a customer has with us is helping them hit their impact goals.

Reporting directly to our CEO, you’ll work across our company to ensure that customer experience plays a key role in every decision we make. You’ll identify opportunities to improve, and help steer our team towards our ambitious growth goals.

Ideally, this is a full-time role based in Australia
. However if you’re based elsewhere that’s in a compatible timezone and feel you’re a perfect fit, we’re still interested in hearing from you.

If you worked here over the past few months, you might have:

  • Devised, wrote, and set up an automatic onboarding journey for different customer segments.
  • Worked with your team to roll out major updates to our product documentation and how-to guides.
  • Evaluated our onboarding process for large customers, and implemented a new process that works even better for everyone.
  • Collaborated with our engineering team to ensure an overhaul of our developer docs was strategic and well-supported by your team.
  • Participated in our week-long virtual retreat, where you learnt how sneaky your teammates can be in Among Us!
  • Identified the need for new teammates, and then hired for those roles.
  • Worked on setting key goals for the team, and distilled those down into OKRs which you regularly monitored and reported back to your team.
  • Nutted out and implemented strategies with your team to bring down our inbox response times.
  • Beat your teammates in trivia while wearing an elf costume.
  • Run 1-on-1s with your team to make sure they have everything they need to smash it in their roles.
  • Rolled up your sleeves and jumped in to help customers with some tricky problems when things got busy.
  • Wrote a product pitch to make a new Raisely template that you think will make Raisely more self-service.

Now about you…

You’re an expert in building and running customer success teams
You’ve been there before. You’ve played a senior role in a customer success team in a SaaS company, and now you’re ready to take everything you’ve learnt and apply it to a growing team making an impact. You get what it means to be customer-obsessed, and you can’t turn off the part of your brain that’s always looking for ways to make things better for them. You get support metrics, support inboxes, escalations, how-to guides. You know what works, and you know how to figure out the rest.

You’re curious and entrepreneurial
You know that in a small team, you will need to get your hands dirty. You have no problem being spare capacity when your team needs it. You fix problems when you see them. You should be curious about code, and want to understand how every part of our application works.

You’re a superb communicator
Ok, you may not be a budding novelist but you love words and you know how to communicate things clearly, succinctly and effectively. ‘Cause after all, written communication is what we live and breathe in a remote team, and in customer success. You’ll need to be able to write everything from a help doc breaking down complex concepts, to a crafty email to our customers in our brand voice.

You’re good under pressure
When everything’s broken, you’re the cool cucumber who keeps people together. You can handle stressful situations with ease, can plan out your moves, and work towards a resolution for everyone involved.

You’re a brilliant mentor
You’re a good manager – and by that we don’t mean dishing out tasks. You are a natural teacher, you support your team as they learn, and will be advocates for their growth and ambitions. You should have experience successfully managing a growing team.

You care about making a difference
Yeah, we’re all here because we want to make the world better (and by that we mean a carbon neutral utopia with world peace and just laws, where all people are treated the same with equal opportunity to thrive). So you’ve gotta want that too!

Ok, and why work with us?

You spend nearly 2000 hours of your life at work, each year. That’s a huge commitment, so we can promise that every hour you’re spending with Raisely, you’re making the world a better place. Pretty great perk, hey

Plus, the more you help us grow, the bigger our impact gets. And by that we’re talking hundreds of millions of dollars big.

Working at Raisely is unique. If you have a great idea, we’ll help you make it happen. You’ll play a pivotal role with an awesome team at a crucial point in the history of our fast-growing company.

If you needed more convincing, here’s the rest of it:

💵  Salary – We try to pay above-average salaries, adjusted for where you live and your experience. Depending on experience, this role pays AU$121,000 - $143,000 a year (including super).

📈  Ownership – We are focussed on building Raisely as a team, so we’ll offer you the chance to be a part-owner of the company with our Employee Share Scheme.

💻  Technology – We’ll get you a laptop and screen when you start, plus help you set up your home office.

✈️  Retreats – Every 6-ish months we fly you somewhere pretty for our team retreats. (Once we’re safely able to again)

🗺  Annual Leave – Everyone gets 4 weeks paid leave plus 11 days of public holidays, to be taken when you like. Plus, you are entitled to generous paid sick leave.

🌴  Work remotely – We’re a remote-first company - live and work wherever you’re happiest. We’ll cover a coworking space if you’d like to work there.

⏰  Flexibility – We’ll work with you to figure out hours that work with you, and we’re flexible when life gets in the way.

🤷  Training – We’ll support you with time when you want to learn new skills or pay for conference or course tickets.

How to apply:

You’ve got this far! We really want to hear from you. To apply, email jobs@raisely.comwith your CV and cover letter. Use the subject line “Head of Customer Success”.

In your cover letter, include short answers to the following:
  1. What was it about this job opportunity that made you apply?

  2. We know you could rave on about this for hours, but in your experience, what are your top 3 ingredients for an incredible customer experience?

  3. You’ve been around the traps a bit and you probably have loads of stories about the things you nailed, but what’s one time you didn’t get it right first go, and how did you go about learning from that?

  4. We’re sure you’ve signed up for products before just to see how they run their customer success and product onboarding (...or is that just us?). What’s the one thing you see over and over again that just grinds your gears? What do people get wrong?
We know with diversity comes strength. We want Raisely to be a team of many races, nationalities, sexualities, gender identities, religious beliefs, abilities, and ideas. We particularly encourage indigenous people, first nations, people in minority groups, people with disability, or people without the economic advantage of higher education, to apply for our roles.
Aplicar Guardar

Customer Support Specialist

Ingles 25 days

Headquarters: Cologne, Germany
URL: https://juicer.io

About Juicer
Juicer (https://juicer.io) is a simple website plugin that allows our users to display social media posts and hashtags in a single feed. Juicer is one of the most popular social media aggregators and has a global customer base.

What is this role?
The customer support specialist role will work with our users to address technical issues and other troubleshooting of their social media feeds, and develop ways to empower them through documentation and well thought-out responses. With Juicer’s startup culture, you will have the ability to improve current support processes and bring new ideas to the table in collaboration with the team. This position is 20 hours per week (please include hourly pay range if possible). 

Who is the ideal candidate?
  • Located in Eastern/Central USA time zones, or in Europe
  • Able to simplify concepts and instructions into jargon-free language that is easy to follow
  • Remains calm and in control during any situation 
  • Organized and diligent; able to recognize trends in customer communications
  • Innovative and willing to try new methods
  • Believes in the power of great customer support, loves to help people

Preferred qualifications:
  • Experience supporting customers of a software-based product through email, chat and phone. 
  • Fluent in English (written, spoken)
  • Experience with a help desk system (we use ZenDesk) for communicating with customers and colleagues
  • Experience creating or contributing to help documentation for a product (FAQ entries, videos, etc.) 
  • Basic knowledge of the various social networks (Twitter, Facebook, etc.)
  • Knowledge of APIs and how they work with software a plus 
  • Basic understanding of HTML/CSS code a plus 

Your Responsibilities:
  • Resolve customer problems via ZenDesk and phone calls (when necessary) 
  • Keep the FAQ entries in Juicer’s Help Center up-to-date with the latest information, and write new articles when needed; create an occasional video/screencast

Why work with us?  
  • Small team, few meetings, entrepreneurial culture with tons of autonomy
  • Simple-to-use product 
  • Flexible schedule
  • Negotiable pay based on experience 
Aplicar Guardar

Travel Experience Coordinator

Ingles 27 days

Headquarters: San Diego, CA
URL: http://blueboard.com

About This Role

Blueboard is seeking a Travel Experience Coordinator to work directly with employees who have received Blueboard rewards to plan their travel adventures and experiences. Our ideal candidate is passionate about customer service and is extremely detail-oriented. Your day-to-day role will involve interacting with recipients by phone and email, planning itineraries and tracking detailed logistics so that every experience is outstanding. We are seeking candidates with at least 1 year of experience in customer-facing travel services, including planning itineraries and making travel arrangements.

This temporary contract position requires a 4-6 month commitment of 30-40 hours per week, with required working hours of 7am-3pm ET (or earlier). This position is remote, and Coordinators may work from anywhere as long as they are available for the 7am-3pm ET shift (or earlier hours). The opportunity for full-time work or a contract extension may exist upon the successful completion of the initial contract. 

Your Responsibilities Will Include:
  • Managing all client-facing communication with reward recipients (some of our clients’ top employees) via phone and email to assist them in choosing their travel experience.
  • Coordinating with travel experience providers, booking flights, accommodations, and experiences, and sharing full itineraries to rewarded employees.
  • Juggling a pipeline of 30+ experiences in various stages of planning and bringing them to completion in a timely manner.
  • Handling activity/reservation changes and challenging situations that arise unexpectedly, and ensuring that our recipients don't experience disruptions or difficulties with their experiences.

Your Skills and Qualifications Include:
  • You have at least one year of experience booking travel arrangements in a client-facing role.
  • You are an excellent listener, and you are able to translate ideas into reality.
  • You are comfortable in a fast-paced environment, able to move with efficiency and accuracy.
  • You are obsessed with travel and curious about the world.
  • You are a thorough researcher, with an eagle eye for details.
  • You are extremely organized and able to prioritize tasks effectively.
  • You are an excellent communicator, both verbally and written.
  • You have a customer service mindset, and you genuinely enjoy helping others to plan trips.
  • Problem-solving comes naturally to you.
  • Building meaningful relationships is a must in your day-to-day.
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Technical Customer Support Specialist, APAC (Asia Pacific)

Ingles 28 days

Headquarters: San Francisco, CA
URL: https://webflow.com/

Webflow is a visual web development platform that empowers non-coders to create incredible experiences for the web. We’re looking for a Technical Customer Support Specialist to help empower our customers and make Webflow the best product possible. 


About the role 

  • Location: Remote
  • Required time zones: Asia Pacific (APAC) 
  • 40 hours/week

We have ambitious goals for 2021 to build out 24/7 support, so if you have weekend availability (or even if you don't) we'd love to hear from you.


As a Technical Customer Support Specialist, you’ll … 

  • Provide consistently high-quality customer experiences for all Webflow customers 
  • Help customers in support queues using applications including but not limited to Help Scout, ClickUp 
  • File bugs, troubleshoot issues, and collaborate with the team to provide an excellent customer experience
  • Advocate for our customers and work closely with your team and manager to find areas of improvement within our product and services. 

About You

You’ll thrive as a Technical Customer Support Specialist if you:


  • Have demonstrated experience with providing high-touch customer support over email and live chat in SAAS or technical customer service 
  • Possess a deep understanding of Webflow products or have experience with other web design tools or platforms
  • Understanding of HTML, CSS, DNS or advanced understanding of Webflow
  • Exhibits analytical reasoning and critical thinking skills for technical troubleshooting 
  • Have demonstrated written and verbal communication skills (English)
  • Ability to learn new digital tools quickly
  • Work autonomously, creatively, and kindly with your teammates while empowering and supporting those around you.
  • Practice radical candor with your colleagues to communicate clearly. You can start from the common ground as a great listener and work towards creative solutions with others.
  • Advocate for others – including customers and colleagues – and you want to build a career in customer support!

If you don’t meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role's requirements.


About us

At Webflow, we believe that what we’re doing doesn’t define our success — so we focus on our “how” and our “why.” So, here they are: 



Our dual missions — one for the world, one for us



  1. For the world: To empower everyone to create for the web and spark an unprecedented wave of digital innovation.
  2. For ourselves: Lead fulfilling, impactful lives.

Our core behaviors (how we act)
  1. Start with customers
  2. Practice extraordinary kindness
  3. Be radically candid
  4. Move intentionally fast
  5. Just fix it
  6. Lead by serving others
  7. Dream big

Our commitments to you 

  • We’ll pay you! 
  • We’ll invest in your physical and mental well-being with a monthly stipend for health and wellness expenses 
  • We’ll pay you to take a vacation … seriously. We’ll give you a $1,000 bonus for taking your first vacation with us that is more than 5 days 
  • We give you a 5 week sabbatical after 5 years of service
  • We provide remote employees with the equipment and productivity stipend they need to create a great remote work environment 
  • We will offer you the support you need to help you grow as an impactful Technical Customer Support Specialist and a healthy human being 

Think you’re a good fit for the role?


If you share our values and our enthusiasm for empowering the world and you’re up for the challenge of working remotely for a distributed team, we would love to hear from you and explore the value you can add to our team. Please know that we will be going through a winter recharge period as we gear up for 2021. This means there will be a longer delay than normal getting back to your application. We know a career search takes time and effort and we want you to know we will take the time to review your application. 




Applications must be submitted by January 4th to be considered. We will begin reviewing applications starting January 15th.



Note: We are unable to hire current residents in these countries at this time: Afghanistan, Albania, Armenia, Azerbaijan, Belarus Bosnia & Herzegovina, Burundi, Central African Republic, China, DR Congo, Egypt, Republic of Guinea, Guinea-Bissau, Haiti, Iraq, Lebanon, Libya, Mali, Moldova, Montenegro (Yugoslavia), Myanmar (Burma), Nicaragua, Pakistan, Russia, Serbia (Yugoslavia), Somalia, South Sudan, Tunisia, Turkey, Turkmenistan, Ukraine, United Arab Emirates, Venezuela, Yemen, Zimbabwe, Cuba, Syria, Iran, and North Korea.

Aplicar Guardar

WordPress Technical Support Manager

Ingles 29 days

Headquarters: West Palm Beach, FL
URL: https://awesomemotive.com

About the Company:

At Awesome Motive, we help small businesses grow and compete with the big guys by creating market leading software and growth tools.

Over 10 million websites use our software and training videos to grow their traffic, email subscribers, and business revenue.

We are the company behind popular marketing products including OptinMonster, WPForms, MonsterInsights, SeedProd, WP Mail SMTP, RafflePress, TrustPulse, and more. We also run a suite of popular blogs including WPBeginner, the largest free WordPress resource site for beginners.

About the role:

As a Technical Support Manager within Awesome Motive, you’ll be responsible for ensuring the success of one of our world-class WordPress support teams. You'll work remotely with Senior Support to coordinate all team members, lead numerous responsibilities and initiatives within support, and continually reinforce a positive, team-oriented culture. 

To love this role, here’s the type of person you are:
  • You’re an excellent and consistent communicator who makes sure nothing slips through the cracks.
  • You are extremely reliable; others know they can always count on you. When unexpected things come up, or you're under time pressure, you not only stay calm -- but you're eager to rise to the occasion and help your team rise with you.
  • You find deep satisfaction in helping others to grow and succeed. Further, you have a knack for motivating and instilling confidence in others.
  • You don't shy away from difficult conversations, and know that critical feedback is vital for an individual and team to succeed long-term.
  • You enjoy identifying patterns and trends, and using those to thoughtfully determine both short and long term action plans.
  • You consistently model values and behaviors that demonstrate a high standard of integrity.
  • You’re a self-starter who loves taking initiative and seeing things through to completion.
  • You're a committed life-long learner, and know that you have at least as much to learn from your team as they do from you.
  • You take pride in the quality and craftsmanship of your work rather than just doing it to get it done.

Responsibilities include (but are not limited to):
  • Setting a high standard of performance goals and KPIs for the support team, and ensuring the team consistently meets or exceeds these goals.
  • Continually monitoring and providing feedback on the performance of senior support.
  • Frequently checking in with senior support about the performance of their reports, and determining the most appropriate actions based on both their feedback and your personal observations/experiences.
  • Communicating regularly with the support team, including leading weekly support team meetings.
  • Organizing and leading support trainings.
  • Onboarding new support team members.
  • Delegating support responsibilities, and helping senior support to manage fluctuating workloads.
  • Providing written and verbal performance reviews for your team.
  • Managing time off requests and scheduling.
  • Assisting with support team hiring.
  • Coordinating with team members outside of support to make sure everyone is on the same page.
  • Ensuring that all internal support team documentation stays up to date.
  • Communicating frequently with the team using chat, audio, and video.

Skills you'll need to succeed in this role:
  • At least 2 years of experience managing a team of 10 or more.
  • Excellent English writing and communication skills, including a strong ability to show empathy in your writing. We believe communication is critical.
  • Strong leadership with the ability to step up and take charge.
  • Patience, grace, and a sense of humor.
  • Talent for taking something complicated and explaining it simply.
  • Ability to prioritize workloads in order to balance an assortment of tasks and meet deadlines.
  • Exceptional problem-solving abilities.
  • Experience using WordPress.

Bonus points if you also have:
  • Proven track record working in a support team for WordPress plugins.
  • Experience managing a team remotely.
  • Experience using Awesome Motive products, such as WPForms, WP Mail SMTP, MonsterInsights, OptinMonster, etc.
  • Experience working with the major services that many of our products integrate with (Zapier, Mailchimp, Drip, Stripe, etc).
  • Experience with WordPress development (eg themes, hooks, filters, plugin API, PHP,  etc).

What we offer

Working for a fast-growing bootstrapped company is a rare opportunity, one we consider a lifestyle choice rather than a job choice. Our positions are challenging, but also come with amazing advantages and fulfillment to those who earn them. Here’s what we offer.
  • Competitive Salary.
  • Health, Dental, and Vision Insurance benefits for full-time U.S. employees.
  • Work from your home. We’re spread out all over the world – United States, Canada, Ukraine, India, Pakistan, Singapore, and more.
  • Unlimited PTO after 90 days of employment. We encourage employees to take the time they need for vacation, to stay healthy, and to spend time with friends and family.
  • Paid maternity and paternity leave.
  • We happily provide or reimburse software you’ll need, as well as books or courses that promote continued learning.
  • We give you the opportunity to solve challenging and meaningful problems that make a difference.
  • Custom branded laptop at your five year anniversary.
  • We cover all costs of company travel (including our annual all-company retreat).
  • Ability to work with some of the best people in the business through frequent, if not daily, interactions.
  • And in case you were wondering: no politics, no b.s., and no jerks.

Want to find out even more about Awesome Motive? Be sure to take a look at our About and Contributions pages for details on how Awesome Motive has continued to  evolve in order to best help small businesses grow and compete with the big guys, and how we strive to give back. And for an even deeper dive, you can check out more about our individual teams and products (WPBeginner, WPForms, MonsterInsights, OptinMonster, and more).

Location and Hours

This is a remote position - our team is spread around the globe! 

Our home base is in Florida, USA, so company operating hours -- and work hours for this position -- are 9am - 5pm Eastern Time.
 
Requirements
  • Personal computer with internet access.
  • Work hours of 9am - 5pm ET
  • Ability to participate in video meetings at any times needed during work hours.

Inclusion Statement

At Awesome Motive, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. Awesome Motive is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.

How to apply?

If you think you're a good fit for everything shared above, then please submit your application!

Please clearly include the following in your cover letter:
  • Your previous management experience, including your approach to working with team members.
  • Your experience with WordPress, and particularly professional WordPress support.
  • A bit about yourself and why you should be considered. Team culture is very important to us, so in addition to your experience and qualifications, please help us to see your personality/get to know who you are.
  • Profile links if available (Your website, WordPress.org, GitHub, Twitter, LinkedIn, etc).

Also note, don't forget to proofread before submitting. Check spelling, capitalization, etc. This is your chance to make your application stand out :)

We won’t be able to individually respond to all applications, but if we feel you’re a strong match, someone will be in touch shortly.

Thanks, and we look forward to hearing from you!
Aplicar Guardar

Customer Support Agent

Ingles about 1 month

Headquarters: Boston, MA
URL: https://www.getbrio.com

About us:
Founded in 2017, BRIO was created to empower individuals  to better understand their health through a science-based platform. In order to achieve this goal, we have developed relationships with labs, medical providers, and employers. Our expertise puts us in a unique position to help expand COVID-19 testing access through employers, and we have focused all of our company efforts to work on this problem. Crunchbase recently listed us as a ‘Startup to Watch’ and we’re always proud to be picked up by our local tech journalists.

About the Position: 
This is a full-time (40 hours per week) contract-to-hire position that can be performed remotely from anywhere in the U.S. We are looking for two positions: one candidate for early morning, East Coast coverage; and one candidate for evening, West Coast coverage. Some weekend hours may be requested. 



This is a rare opportunity to get involved in solving a truly meaningful problem with massive scale. The product is up and running, and there is still a ton of room to make your mark as an early member of the team.

The right person for this role will be a self-starter with excellent written and verbal communication skills, a strong attention to detail, and the ability to perform at a high level as both an individual contributor and a member of a team. Our business is rapidly expanding, and as such, the right candidate will have experience in a customer support or client facing role in a similarly paced SaaS company or high-growth environment.

Your primary responsibility will be to focus on resolving customer inquiries that are often serious and require immediate attention. Due to this, it is important that whoever is hired for this role has strong interpersonal skills, truly loves helping people solve complex problems, and has the ability to do so with sensitivity and tact.

 
As Customer Support Specialist, you will:
  • Act as a primary point-of-contact on the front lines for urgent resolution of common and novel problems.
  • Manage communication between internal departments and external stakeholders to avoid testing delays and/or service failures.
  • Interact with clients as needed to obtain client requests.
  • Provide answers to clients by identifying technical problems, researching answers, guiding members through corrective steps, and escalating queries to the appropriate team members when needed.
  • Demonstrate a pleasant email presence through professional and courteous client interactions.
  • Proactively solve problems.


You are:
  • A self-starter. Someone who feels empowered to take initiative to solve a problem whether you know the answer or not.
  • Intuitive, inquisitive and find passion in tackling unique problems.
  • Able to learn quickly on the fly and are excited to take ownership of a project from start to finish.
  • Not afraid to fail and relish learning from those failures.
  • Eager to learn and have a strong drive for results.
  • Comfortable dealing with ambiguity on a day-to-day basis and are excited to be a part of building something from the ground up. 
  • Someone who values diversity in their day and thrives when they’re able to knock out all of their work.
  • Not afraid to have fun and interact with the team, but knows the right balance and when to get back to work.

Requirements
  • 2+ years of previous Customer Support experience, including email, chat, and/or text support.
  • Excellent written and verbal communication skills.
  • An empathetic and proactive approach to customer service.
  • Strong organizational and time management skills.
  • Exceptional attention to detail and the ability to maintain accurate and thorough documentation.
  • Strong problem-solving abilities.
  • Technologically savvy and comfortable with various computer/web applications.
  • Ability to accommodate early morning East Coast coverage or evening West coast Coverage 
  • Experience working on remote teams and are effective in communicating in this environment 



Preferred qualifications:
  • Experience providing Customer Support for a SaaS product
  • Experience in high-criticality and high-stakes industries such as health, finance, or aerospace
  • Experience working in a seed-stage, high growth startup environment



Commitment: This is a full-time (40+ hours per week), contract-to-hire position. This position is fully remote and can be performed from anywhere in the U.S. A typical schedule for the East Coast hire is 8AM - 4PM EST and a typical schedule for the West Coast hire is 12pm-9pm PST, including some weekends. 



Brio values diversity and is an Equal Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States. Unfortunately, we are not able to sponsor visas.

If this opportunity sounds like you, please email support-jobs@getbrio.com with a cover letter explaining  why you’d be a great fit, along with your resume and LinkedIn profile.



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Support & Onboarding Specialist - US East Coast

Ingles about 1 month

Headquarters: Bath
URL: http://www.jetti.io

Jetti is looking for a support and project coordinator to help with client support and projects. You’ll be responsible for answering the tickets that come into our ticketing system, assigning and responding to. 
You will also help the success team with their project work in onboarding new leads, this will include attending calls to take notes and writing up development cards in our development board, amongst other items. 

You are to be part of the Success team that is responsible for Sales, Account Management and Support. 
You will support the team on client calls so need to be comfortable speaking to a client should you need to ask a question to better understand an issue. 

Experience in an ecommerce environment is essential for this role.

You will have very good written communication as you will be replying to customer tickets with resolutions or a holding message, but also writing up tickets into development cards for our developers to fix wider issues. 
Project support will also be a key part of your role, setting up occasional meetings, sending emails and updating our internal systems with information.

Full-time Remote - US East Coast

Responsibilities:

  • Answer, respond, assign any tickets that come into the internal ticket system
  • Assist the team on calls/emails to onboard customers and complete their project.
  • Write up emails/tickets into development cards for the development team

Skills:

  • Organizational skills are key
  • Good written and verbal language
  • Client facing experience
  • Experience in an E-commerce environment essential
Aplicar Guardar

B2B Customer Success / Sales Specialist

Ingles about 1 month

Headquarters: Riga, Latvia
URL: https://spp.co

We’re expanding our team and are looking for a remote Customer Success / Sales specialist to take charge of customer support, onboarding, and inbound sales.

Service Provider Pro is the first agency management software for productized services. We help digital marketing agencies sell and deliver millions of dollars in services every month. 

About this role

We're a small and highly effective remote team – you'll be our third customer success hire reporting to the founder. You'll have the autonomy to make decisions in a growing company and do the best work of your career.

You'll spend your time helping existing and potential customers, answering their support tickets, guiding them through the software on scheduled demos, and helping their businesses succeed on our platform.

Our customers have agencies to run and they rely on our software to do it. We help them find solutions to their problems and take their feedback seriously. So you're not gonna be sending canned replies or constantly repeating answers that nobody wants to hear.

You'll start off learning the ropes on support and gradually expand your responsibilities to work in the parts of the company where your strengths are and where you can have the biggest impact.


Benefits of this role

Here’s why this is a great job.
  • You’ll play a huge role in this company. This isn’t a support job where you’re mindlessly closing tickets all day. You’ll have the opportunity to have a big impact on product, marketing, and most importantly – our customer’s businesses.
  • You'll have autonomy to make decisions. You're trusted to use your best judgment to create great customer experiences. There’s no bureaucracy or red tape.
  • You'll work remotely. Work from anywhere and enjoy the benefits of setting your own schedule – whether you want to go for a run after lunch, or go to a movie while everyone else is at work, it’s up to you.
  • You’ll work a 40-hour week. You’re not expected to do the startup grind and put in extra hours. We’re in this for the long run, and this is a results driven job anyways.
  • You get 20 paid vacation days per year.
  • You get a learning allowance. We’ll pay for books, courses and programs to help you get better at what you do.

The ideal candidate

This could be a great opportunity for you if...
  • You have experience with customer success or b2b sales in a tech company.
  • You've worked remotely before and are comfortable with it.
What we're looking for in this role:
  • You’re a self starter, you like to set your own direction and run with it. You don’t need constant check-ins to get things done.
  • You’re good at expressing ideas in clear and concise writing. The tone of our company is very personal, being able to write simply is a must.
  • You’re technical and tech savvy. You’re able to quickly learn new software and figure out problems as they arise.
  • You’re reliable. This is a remote position and nobody is going to look over your shoulder. Show up when you say you will, do what you say you’ll do.
  • Finally, you’re proactive about moving the company forward. When you notice areas for improvement you take the initiative to create change.

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Customer Service Support (Cebu/Home-based)

Ingles about 1 month

Headquarters: Sydney
URL: https://www.carnextdoor.com.au/careers

Role Type: Long term contract (8-hour rotating shifts)
Location: Currently 100% home-based - Cebu, Philippines
Salary Range: PHP21,000 - PHP27,000 (Contract rate - all inclusive of benefits)

About Us
We have been growing on average 100% a year since 2015. We are the fifth-largest peer-to-peer car-sharing platform in the world and are on a mission to fundamentally change the way people think about transport. Since starting we have grown our community to more than 4,000+ cars being shared with over 150,000+ members.

Our fast growth and market position has been recently recognised by:
  • 2014- Green Lifestyle Awards, winner - transport company
  • 2017 - Westpac Businesses of Tomorrow, top 200 winner
  • 2018 - SmartCompany Smart 50, 5th place
  • 2018 - Service Innovation Awards, Finalist
  • 2019 - Australian Growth Company Awards, winner - Company to watch
  • 2019 - Deloitte Technology Fast50

About the role
We are looking for a Customer Service superstar, who can help us take our member experience to a new level! This role will operate out of Cebu, however will be 100% home-based. 


In this role you will be responsible for the following:
  • Handling day to day inquiries, and troubleshooting with our members on a wide range of issues via phone call, email, or chat
  • Educating and converting potential owners/borrowers into signing up and becoming members of our community
  • Ensuring that all tickets are managed appropriately and resolved within set turnaround times
  • Collaborating and coordinating with different teams to ensure the achievement of appropriate resolutions for member’s issue
  • Helping customers locate cars and troubleshooting over the phone

What you’ll bring:
  • 2+ years of customer service experience
  • Very strong customer empathy 
  • Attention to detail (i.e. if a customer asks 3 questions, not just replying to 2)
  • Strong verbal and written English communication skills
  • An analytical mindset with proven experience in analysing information, identifying problems and trends, and solving customer problems
  • Ability to type at least 45 words per minute
  • Amenable to work in rotating shifts
  • Proven experience using Customer Service tools (Ticketing software, Email platforms, chat & phone software, etc.)

Other benefits of working for Car Next Door:
  • Initially, 100% Remote working with potential to move into a shared space (if desired) in future
  • Mentoring and development by experienced customer service professionals
  • Career growth opportunities within scaling teams
  • Employee engagement activities
  • Working for an Australian company doing amazing things for the community and our environment
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Virtual Administration Support (Cebu/Home-based)

Ingles about 1 month

Headquarters: Sydney
URL: https://www.carnextdoor.com.au/careers

Role Type: Long term contract (8-hour rotating shifts)
Location: Currently 100% home-based - Cebu, Philippines
Salary Range: PHP21,000 - PHP27,000 (Contract rate - all inclusive of benefits)

About Us



We have been growing on average 100% a year since 2015. We are the fifth-largest peer-to-peer car-sharing platform in the world and are on a mission to fundamentally change the way people think about transport. Since starting we have grown our community to more than 4,000+ cars being shared with over 150,000+ members.


Our fast growth and market position has been recently recognised by:
  • 2014- Green Lifestyle Awards, winner - transport company
  • 2017 - Westpac Businesses of Tomorrow, top 200 winner
  • 2018 - SmartCompany Smart 50, 5th place
  • 2018 - Service Innovation Awards, Finalist
  • 2019 - Australian Growth Company Awards, winner - Company to watch
  • 2019 - Deloitte Technology Fast50

About the role
We are looking for a Virtual Operator to join our processing team, assisting with applications processing, and entering customer data into our systems. This role will operate out of Cebu, however will be 100% home-based. 


In this role you will be responsible for the following:
  • Processing membership applications within the allocated time frames
  • Assigning and collecting customer payments
  • Replying to customers when processing driving infringements
  • Ensuring all support tickets and internal emails are replied to and actioned within the allocated time frame
  • Completing various tasks (e.g. crediting of customers, backing up of data, fuel card ordering) within an allocated time frame. 
  • Additional various tasks where required

What you’ll bring:
  • At least 2* years of experience working as a virtual operator, supporting a company based overseas
  • Good written and verbal English communication skills
  • Mid-level proficiency in navigating Apple or Windows-based operating systems
  • Mid-level proficiency in Microsoft Word and Excel (or its Google equivalents)
  • Strong ability to read and follow written instructions for completing tasks
  • Strong ability to learn new tasks and software applications
  • Amenable to work in rotating shifts

Other benefits of working for Car Next Door:
  • Initially, 100% Remote working with potential to move into a shared space (if desired) in future
  • Mentoring and development by experienced customer service professionals
  • Career growth opportunities within scaling teams
  • Employee engagement activities
  • Working for an Australian company doing amazing things for the community and our environment

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