<div>
<br>At Buildkite we build tools to help the best software teams stay happy and productive. We&#x2019;ve rethought how CI/CD should work and have built a platform that is fast, reliable, secure, and is able to scale to the needs of the most demanding high-growth tech companies including Shopify, Pinterest, Wayfair, Cruise, PagerDuty, CultureAmp, and Canva.<br><br>
</br></br></br></div><div>
<br>Buildkite is a differently shaped company that values work-life balance and supports staff to work the ways that make sense for them. From the beginning, our goal has been to build a company that was profitable, grew sustainably, and had a strong, people-centered culture. We&#x2019;re currently a distributed team of thirty humans working remotely from Seattle, Vancouver, Perth, Sydney, Hobart, Adelaide, Kyoto, Oakland, Wellington, Berlin, and Melbourne.<br><br><br>
</br></br></br></br></div><div>We&apos;re looking for a Support Engineer to help expand Buildkite&apos;s high level of customer support. You&apos;ll get to work with some of the best engineering teams in the world, helping them set up new CI/CD pipelines, explain and architect technical solutions. As a Support Engineer at Buildkite you are the first point of contact for all our users, in all stages of the customer lifecycle. As you grow in this role you&apos;ll be regarded as a CI/CD expert in general and specifically a Buildkite expert.<br><br><br>
</br></br></br></div><div><strong>What your typical day may look like:</strong></div><ul>
<li>Assist customers via email, in Slack, the Buildkite Forum or jump on a zoom call</li>
<li>Troubleshoot and isolate a customer issue, and work on a fix either yourself or with the help of Engineering</li>
<li>Find creative answers by diving deeply into customer questions.</li>
<li>Work proactively to help our customers by creating/maintaining plugins and developing customer facing tooling solutions</li>
<li>Help the docs team improve product documentation</li>
<li>Share knowledge by writing knowledge base articles and by interacting with the Product and Marketing teams</li>
<li>Build support best practices</li>
</ul><div>
<br><strong>This job is for you if you have:</strong>
</br></div><ul>
<li>Strong bash skills and hands on experience with CI/CD and Docker</li>
<li>An interest and broad understanding of developer tooling</li>
<li>Experience with technologies such as AWS, GCP, Azure, Terraform, Kubernetes, etc..</li>
<li>Strong problem-solving and troubleshooting skills</li>
<li>Excellent written and verbal English language skills, and prefer to speak plainly and personally</li>
<li>A love of working with people, are empathetic and enjoy solving problems</li>
<li>Experience in customer facing roles&#xA0;</li>
</ul><div>
<br>Timezone: We have customers all over the world, many of whom are based in the USA, and you&apos;ll be working with engineers across ACST, AEDT and PST.&#xA0;</br></div><div>Hours: Full time<br>Role Type: Permanent<br><br>
</br></br></br></div><div>
<br><strong>To apply..</strong>
</br></div><div>
<br>We don&apos;t require a resume with your application. Instead, we&apos;ve put together 3 questions designed to give you insight into the skills you&apos;ll use in the role and to help you work out if it&apos;s the right role for you. We&apos;re hopeful these 3 questions will take you approximately the same amount of time as a traditional resume and cover letter application process. To find the questions, go here and click the &apos;Start Your Application&apos; button https://app.beapplied.com/apply/jcaprw5diu<br><br>
</br></br></br></div><div>
<br>If you have any questions or if you&apos;d like to find out more about working at Buildkite, please email careers@buildkite.com<br><br><br><br><br>
</br></br></br></br></br></br></div>

Customer Support

Support Engineer

<div>
<br>Our Customer Success Managers (CSM) are the ambassadors for the Platform.sh brand. CSM&#x2019;s operate in an account manager role, and are responsible for a client portfolio. They lead communications in times of change or problem resolution, and foster a healthy working relationship with their clients. CSMs proactively help identify ways in which the client can interact with Platform.sh to increase their productivity and results. They know the intricate needs and challenges of their client portfolio and deeply care about their success.&#xA0;<br><br>
</br></br></br></div><div>
<strong><br>Primary Responsibilities: &#xA0;<br/></br></strong><br>
</br></div><ul>
<li>Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.</li>
<li>Have a deep understanding of your clients&#x2019; short term needs, and able to convert that to long term success.</li>
<li>Deliver quarterly business reviews that include detailed information about platform use, site health, best practices, and opportunities for early access to platform features.</li>
<li>Proactively manage the annual renewal process for your client portfolios until completion.</li>
<li>Perform periodic ticket reviews with clients and identify improvements for your client portfolios.</li>
<li>Provide standard uptime reports and environmental metrics.</li>
<li>Collaborate closely with Sales to support pre-sales customers, renewals, expansion opportunities, and case studies.</li>
<li>Partner with Support to assist with client solutions and communication as needed.</li>
<li>Act as an escalation point during business hours for your client portfolio.</li>
<li>Partner with the Onboarding team to lead positive client experience and ensure client onboarding success.</li>
<li>Take on the role of Project Manager for select clients and select client projects.</li>
<li>Foster goodwill and positively advocate the Platform brand with our customers in the form of partner referrals, testimonials, and case studies.</li>
<li>Represent the voice of the customer to inform our sales process and product roadmap.</li>
<li>Able to identify process improvements, and take ownership of improving internal CSM Team processes.&#xA0;</li>
<li>Able and willing to collaborate with members of other internal teams to improve the efficiency of inter-departmental processes related to the CSM Team.</li>
</ul><div><strong><br>Technical Skills:</br></strong></div><ul>
<li>Experience with managing client accounts using a CRM solution such as Salesforce.</li>
<li>SaaS business acumen.</li>
<li>Relationship and negotiation skills.</li>
<li>Ability to effectively prioritize and escalate client issues as required.</li>
<li>Fluent written and verbal English.</li>
<li>Good knowledge of web application architecture and services (DNS, CDN, web servers, databases, cache layers, etc.) and distributed systems.</li>
<li>Good knowledge of web development workflows and tools (git, CI tools).</li>
<li>Knowledge of common web applications and frameworks: Magento, Ecommerce, Symfony, Drupal, eZ Platform, or Typo3.</li>
<li>Knowledge of cloud services (AWS, Azure).</li>
<li>Ability to learn and assimilate technical information quickly.</li>
<li>Willing to travel and attend conferences.&#xA0; This role encompasses some traveling in your region estimated to up to 15 days per quarter.</li>
</ul><div>
<br><strong>This is a remote job if you are based outside of Paris, France. Work from anywhere in Europe, Middle East or Africa!</strong><br><br>We are a worldwide distributed team and are looking for a candidate who can perform well working remotely. To be an effective performer here at Platform.sh, you&#x2019;ll need to be able to effectively collaborate across time zones while operating with a high level of independence and autonomy.</br></br></br></div><div>
<br><br>
</br></br></div>

Customer Success Manager (EMEA) 

<div>
<br>Upright Labs, the leader in multi-channel inventory management for second-hand inventory, is hiring a Product Support Specialist to support and delight customers! <br><br>We make it really easy for second-hand retailers to manage inventory and sell online, everywhere. Our software, <a>Upright Lister</a>, processes thousands of items each month and has helped retailers sell millions in inventory.</br></br></br></div><div>
<br>In this role, you will be supporting customers via email support and quarterly check-in calls with occasional coverage of chat support. You will then use their feedback to help us improve our product by creating feature requests and bug tickets for our development team. This role may also entail assisting with onboarding new customers to our software.</br></div><div>
<br>If you enjoy working at startups, wearing lots of hats, and delighting customers, you&#x2019;ll fit in perfectly.<br><br><br>
</br></br></br></br></div><div>
<strong>What you&apos;ll do<br/></strong><br>
</br></div><div>In this role you&#x2019;ll spend ~70% of your time on direct customer support (email, video calls, and covering chat when needed), ~30% on projects designed to help us improve our product. See below for more specifics:</div><ul>
<li>Answering support email questions to help set our customers up for success</li>
<li>Talking to customers on a quarterly basis via video chat to educate them on newly released features and functionality and collect their feedback</li>
<li>Monitoring accounts to ensure that our customers are thrilled, and identifying (and addressing) warning signs of churn</li>
<li>Advocating customers&#x2019; requests and needs across the entire company</li>
<li>Building out internal tools to further automate and streamline the process of providing technical support to clients</li>
<li>Documenting product announcements and features</li>
<li>Assisting with onboarding new customers to Upright Lister</li>
<li>Helping design automated learning and development resources for new clients</li>
</ul><div><strong><br>Who You Are</br></strong></div><ul>
<li>2+ years experience working in a customer facing role (support, user experience &amp; product management, sales etc.)</li>
<li>Healthy customer obsession and focus on delivering exceptional client experience</li>
<li>Ability to learn new software platforms quickly. Experience working with development teams is a plus but not required</li>
<li>Extreme level of attention to detail - you stay organized and follow up with everyone you&#x2019;ve promised to follow up with</li>
<li>You&#x2019;re proactive and able to identify if a customer is unhappy or at risk of churning</li>
<li>Excellent verbal and written communication skills</li>
<li>You can translate technical ideas for non-technical audiences</li>
<li>Positive attitude and eagerness to get the job done</li>
<li>Experience with SQL would be a plus but not a requirement</li>
<li>Experience in e-commerce would be a plus but not a requirement</li>
<li>Must be based in North America</li>
</ul><div><strong><br>What you&apos;ll get</br></strong></div><ul>
<li>Work from your home or wherever you do your work best</li>
<li>The opportunity to work with a high caliber team at a growing start-up</li>
<li>Health insurance, 401k match</li>
<li>Generous vacation policy</li>
<li>Office equipment stipend to get your home office set up the way you like it</li>
<li>Continuing education budget so you can keep learning outside of your day to day job</li>
<li>Monthly donation matching to 501.3.c organizations so you can do more good in the world</li>
</ul><div><strong><br>How to apply</br></strong></div><div>
<br>To apply please submit your application via <a>this form</a>. Please note, candidates who do not submit the application form will not be considered. We are accepting applications on a rolling basis. We are committed to following up with all candidates and appreciate your interest!<br><br>
</br></br></br></div><div>
<em>Upright Labs is a strong and flexible team because of the diverse backgrounds of our team. This includes professional background, subject matter expertise, culture, race/ethnicity, sexual orientation, gender identity and expression, language, hobbies, etc. We strongly encourage women, minorities, and people from underrepresented backgrounds to apply. Your skills are needed here.<br/></em><br>
</br></div><div>
<strong>Salary range</strong>: $60-75K depending on experience<br><br>
</br></br></div>

Product Support Specialist

<div>We need contractors to work full weeks between 1-3 months as we roll out our second Payroll Protection Program. This position position starting immediately will be remote only, you must have reliable WiFi, computer, phone with headphones and microphone to receive emails and calls. Paid training, $25/hour up to 40 hours a week as 1099.<br><br><br>
</br></br></br></div><div>Hours will be flexible, Call lines will be open from 7am-7pm EST. Great opportunity for people who want to be in a client facing and interested in the lending space besides:<br><br><br>
</br></br></br></div><div>
<br>Customer service focused<br><br><br>
</br></br></br></br></div><div>Great communicators<br><br><br>
</br></br></br></div><div>Patience</div><div>
<br>Experienced with Zendesk, Helpdesk or another CRMs<br><br><br>
</br></br></br></br></div><div>Tech savvy&#xA0;<br><br><br>
</br></br></br></div><div>&#xA0;<br><br><br>
</br></br></br></div>

Customer Experience Contractor

<div>Quick Overview</div><ul>
<li>Up to 2 hours a day</li>
<li>Freelance/contract</li>
<li>Mon-Fri</li>
<li>Please start your application with the phrase &quot;Hi, I quite like toast!&quot; (weird I know but we&apos;re trying to weed out people auto applying to lots of jobs!)</li>
</ul><div><br/></div><h1>Introduction</h1><div>
<br>At Cherry Wood Software we are hiring our first customer support/success person. We are a small company (2 1/2 people right now) building some of the most popular power-ups for Trello. For 6 years the founder has handled all customer support, but now we need someone who can take charge of that and improve on what we are offering our customers.<br><br>This is a small company with a calm culture. We try to avoid creating situations where we generate unnecessary stress for ourselves. You will be an important part of a small team and will get good support from the rest of the team, as they will get support from you :)<br><br>We currently have 7 Trello Power-Ups (4 paid and 3 free), mostly reporting tools for Trello</br></br></br></br></br></div><ul>
<li>Blue Cat Reports <a>https://trello.com/power-ups/5d9c90aa18965066fcd44730</a>
</li>
<li>#TrelloAnnualReport <a>https://trello.com/power-ups/5fbbc247c30f3e5d6f689366/trello-annual-report-by-blue-cat-reports</a>
</li>
<li>Corrello <a>https://trello.com/power-ups/568c2b6c7d2758a55ac48c98</a>
</li>
<li>Agile Tools <a>https://trello.com/power-ups/59d4ef8cfea15a55b0086614</a>
</li>
<li>Burndowns <a>https://trello.com/power-ups/5eda444d3be9d07a01eb82a4</a>
</li>
<li>Kanban WIP <a>https://trello.com/power-ups/5e621e477907d7774380f551</a>
</li>
<li>Time in List <a>https://trello.com/power-ups/5b4765f383dd7c75d8e57be4</a>
</li>
</ul><div>
<br>Familiarity with Trello would be helpful, but we can train you on that.<br>We would expect to train you on our own products. Some experience with Scrum/Kanban workflows could be a benefit (but certainly not required).<br><br><br><br><br><br><br><br><br>
</br></br></br></br></br></br></br></br></br></br></br></div><h1>What to expect (day to day)</h1><div>The role will be for up to 2 hours a day. This should be plenty to get through the support tickets each day and have some time out of the queue to work on other tasks.<br><br>Your typical day would include</br></br></div><ul>
<li>Answering support requests, primarily handled over email. We have a chat widget in the apps but don&apos;t try to do live chat support through it.</li>
<li>Video calls with prospects and users if needed to help them get set up, or to debug a problem.</li>
<li>Creating documentation to help our customers better use the software</li>
<li>Creating video content to help our customers better use the software</li>
<li>Handling renewals and upgrades for our (small number of) manually managed customers</li>
<li>Initial investigation of problems customers report with their data. Is it a bug or expected behaviour?</li>
</ul><div>To apply please email us at robin+csjob@cherrywoodsoftware.com</div>

Part-time Customer Support/Customer Success

<div>
<a>Smile.io</a> 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!</div><div>
<br>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!&#xA0;<br><br>We are looking for a highly-motivated Experience Manager to help merchants grow their businesses through customer loyalty. We support merchants globally and we are looking to expand our coverage to ensure we provide the highest level of availability for them.<br><br>We are looking to fill one remote position to work hours aligned to 9-5 pm ET (with some flexibility +/- 1 or 2 hrs), Sunday - Thursday, but open to other arrangements that provide full weekend coverage as well.<br><br><strong><br>About the role:</br></strong>
</br></br></br></br></br></br></br></div><div>
<br>As an Experience Manager, you will be working to support thousands of merchants who have launched loyalty programs with Smile. This role is high-volume, 1:many. Most days will be spent interacting directly with merchants when they ask for help with strategy or program evaluation, but you will also contribute to our strategy to help proactively address issues before a merchant asks for assistance. Alongside the rest of the Merchant Experience Team you will contribute to self-serve resources that help our merchants guide themselves to success.</br></div><div>
<br>If you love a challenging, high-volume environment where you can think on your feet, and delight customers, we want to hear from you!<br><br><strong><br>Core responsibilities:</br></strong>
</br></br></br></div><ul>
<li>Carry out ad hoc requests for performance reviews and strategy conversation</li>
<li>Contribute to our ever-growing Help Docs to help create repeatable practices that can help Smile scale (program evaluation, advanced use cases, strategy best practices)</li>
<li>Support and delight our merchants through chat, email, phone, and Zoom video conferencing conversations</li>
<li>Collect and share churn reasons and product feedback for merchants who have been running Smile for at least 6m through our internal tracking systems</li>
<li>Proactively reach out to merchants as per playbooks</li>
<li>Assist with any support or implementation overflow work</li>
<li>Engage and collaborate with a remote team spread across the world</li>
</ul><div>
<br><strong>What we are looking for:</strong>
</br></div><ul>
<li>You have past experience as a Customer Success Manager at a SaaS company</li>
<li>You have the ability to creatively problem-solve and improvise in ambiguous situations</li>
<li>You can context switch, delving into varying degrees of complexity in requests over the course of a day</li>
<li>You are analytical and know your way around Excel and/or BI tools</li>
<li>You have excellent written and verbal communication skills</li>
<li>You have an insatiable curiosity</li>
</ul><div><strong>Bonus points if you:</strong></div><ul>
<li>Have eCommerce experience either via your own venture or through past roles</li>
<li>Have experience in 1:many, high-volume digital environments</li>
<li>Have a basic understanding of web technologies (HTML, CSS, JavaScript, APIs)</li>
<li>Have experience using Intercom</li>
</ul><div>
<br>About the team at Smile!</br></div><ul>
<li>Join a smart, fun and growing Canadian company, with staff located in several countries around the world.</li>
<li>Work on a product that tens of millions of people use each month!</li>
<li>An atmosphere where you will constantly be challenged to learn new things!</li>
<li>Stock option possibilities at a rapidly growing company.</li>
<li>Perks like our wellness credit, generous vacation policy, and home-office equipment to make sure you can do your best work.</li>
</ul><div>We believe that diverse teams perform better and that fostering an inclusive environment is a key part of growing a successful business. We welcome people of diverse backgrounds, experiences and perspectives. We are an equal opportunity employer and are committed to work with applicants requesting accommodation at any stage of the hiring process.<br><br>
</br></br></div><div>
<strong>Sound Exciting?<br/></strong><br>
</br></div><div>Great! We&apos;d love to hear from you. We aren&apos;t looking for just anyone to join our team, so our application process is not going to be your run of the mill application. We would love to see a cover letter that shows us your personality! ... and let&apos;s forgo your resume and just send us a link to your LinkedIn profile or other online resume. If you don&apos;t have a LinkedIn profile, just make sure that your cover letter addresses the requirements listed above and touches on relevant past experiences.</div>

Experience Manager

<div>WordPress VIP is the digital platform of choice for the world&#x2019;s top brands and publishers. Our expertise running performant, secure, and stable applications at scale enables our clients to power high-touch digital experiences with ease. Our platform combines the unparalleled WordPress user experience with enterprise-grade infrastructure and best-in-class support, serving billions of web requests per day.<br><br><br>
</br></br></br></div><div>Our customer-facing WordPress VIP support role requires a mix of debugging and development experience as well as outstanding communication skills. You&#x2019;ll be working directly with both customer and agency developers, side-by-side with our Senior WordPress Engineers, on some of the highest-profile and highest-traffic WordPress sites in the world. We are looking for people with compassion, writing skills, accountability, WordPress knowledge, and code savviness.<br><br><br>
</br></br></br></div><div>
<a>Automattic</a> is a <a>distributed company</a> where staff choose their own schedules and work from wherever they are. <strong>For this role, however, we&#x2019;re expanding our team in specific regions. We&#x2019;re prioritizing applicants interested in a daytime work schedule and residing within these time zones:</strong>
</div><ul>
<li><strong>Americas: UTC-5 and UTC-8</strong></li>
<li><strong>Europe and Africa: UTC+0 through UTC+2</strong></li>
</ul><div>If you live in another region, we&apos;d still love to hear from you! VIP is in high growth mode and we fill this position on a rolling basis as we expand teams around the world.<br><br><br>
</br></br></br></div><div><strong>A day would involve:</strong></div><ul>
<li>Maintaining the quality, accuracy, and thoroughness that is part of our high-touch, concierge, technical support.</li>
<li>Helping customers and teammates via tickets and real-time discussions using a variety of research, debugging, tools, processes, detailed error reporting, and documentation.</li>
<li>Solving tough problems with customer sites, themes, and platform tools that often deal with edge cases and WordPress internals at scale.</li>
<li>Handling fast-moving situations and one-off projects involving complex dependencies, multiple partners, and tight timeframes.</li>
<li>Observing and relaying chances to make our platform, services, and overall offering more appealing.</li>
<li>Building and updating internal and customer-facing documentation.</li>
</ul><div>
<br><strong>Required skills:</strong>
</br></div><ul>
<li>
<strong>Excellent communication skills.</strong> We&#x2019;re a distributed team, so frequent and clear written communication is crucial.</li>
<li>
<strong>Self-motivated work ethic.</strong> Self-starters who love taking initiative and seeing things through to completion do well on our teams.</li>
<li>
<strong>Curiosity and the desire to learn.</strong> Keeping up to date with changing WordPress and technology trends on behalf of our teams and customers, often training others once proficient. Flexibility is key.</li>
<li>
<strong>Proficiency and eloquence in written English.</strong> Additional spoken or written languages can be beneficial.</li>
<li>
<strong>Deep knowledge of WordPress and experience with PHP.</strong> Whether you are currently supporting individuals with their sites or maintaining your own, we&#x2019;re looking for theme, plugin, block editor, or e-commerce experience. It&apos;s important to be able to read the code when diagnosing and potentially resolving problems.</li>
</ul><div>
<br><strong>Useful skills to have:</strong>
</br></div><ul>
<li>A strong understanding of the Web; including familiarity with HTML, CSS, JavaScript, REST APIs, HTTP, DNS, and SVN or Git.</li>
<li>Experience working primarily in a customer-facing role, including support and training.</li>
<li>Superb troubleshooting skills that help you take big problems and break them down into manageable pieces with elegant solutions.</li>
<li>Understanding of issues around scalability and performance.</li>
<li>Exposure to monitoring tools such as Kibana and New Relic.</li>
</ul><div>
<br><strong>Diversity, Equity, and Inclusion<br/></strong><br><br>
</br></br></br></div><div>We want to build WordPress VIP and Automattic as an environment where people love their work and show respect and compassion to those with whom we interact. Diversity typically includes, but is not limited to, differences in race, gender, sexual orientation, gender identity or expression, political and religious affiliation, socioeconomic background, cultural background, geographic location, physical disabilities and abilities, relationship status, veteran status, and age. To work on diversity means that we encourage these differences, and strive to improve the visibility of traditionally underrepresented groups. Read more about our commitment to <a>diversity and inclusion</a>.<br><br>
</br></br></div>

<div><strong><br>Overview</br></strong></div><div>
<br>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.&#xA0;</br></div><div>
<strong><br>What You&apos;ll Do<br/></br></strong><br>
</br></div><ul>
<li>Live by and champion our values: #day-one, #ownership, #empathy, #humility.</li>
<li>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.</li>
<li>Execute on a user-journey based learning approach to ensure customers are leveraging the ReCharge platform to deliver business value.</li>
<li>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.</li>
<li>Meet deadlines for content tasks.</li>
<li>Communicate with Product Managers and other stakeholders when product additions or changes are being developed that require documentation.</li>
<li>Assist with writing internal training modules, internal guides, and documentation.</li>
<li>When needed, assist in the ticket queue to help the overall support team achieve KPIs.</li>
</ul><div>
<strong><br>What You&#x2019;ll Bring<br/></br></strong><br>
</br></div><ul>
<li>2+ years of experience in documentation and writing for a support audience</li>
<li>Experience with Zendesk Guides, Stoplight, Jira, and Confluence</li>
<li>Proficiency with technical writing &#x2013; grammar, spelling, syntax, style</li>
<li>Broad understanding of APIs and front-end web development a plus</li>
<li>Understanding of information architecture &#x2014; you consider user experience when creating content</li>
<li>Excellence at breaking down complex information into easily understood&#xA0; concepts</li>
<li>Ability to absorb highly technical information and make it accessible to everyone</li>
<li>An exceptional eye for detail, grammar and syntax, and excellent organizational and communication skills</li>
<li>An instinct for recognizing when knowledge is missing and a passion for closing the gaps</li>
<li>Resourcefulness: you&apos;ll figure out what needs to be done, and you find ways to make it happen</li>
</ul>

Knowledge Specialist

<div><strong><br>Overview</br></strong></div><div>
<br>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.</br></div><div>
<strong><br>What You&apos;ll Do<br/></br></strong><br>
</br></div><ul>
<li>Live by and champion our values: #day-one, #ownership, #empathy, #humility.</li>
<li>Use your strong technical and communication skills to address customer issues and provide customer feedback to ReCharge&#x2019;s Product and Engineering teams.</li>
<li>Work with our customers&#x2019; and partners&apos; developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.</li>
<li>Collaborate with your teammates and the ReCharge Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.</li>
<li>Review internal knowledge documentation to stay ahead of industry shifts and standards.</li>
<li>Assist your manager in process improvements by surfacing customer problems.</li>
</ul><div>
<strong><br>What You&apos;ll Bring<br/></br></strong><br>
</br></div><ul>
<li>4+ years of developer-oriented Technical Support experience.</li>
<li>Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with integrations.</li>
<li>Broad and deep capabilities to troubleshoot code (Python, Ruby, or PHP) and client-side code (JavaScript).&#xA0;</li>
<li>Ability to communicate complex technical issues to both technical and non-technical audiences via phone or email.</li>
<li>Interest in utilizing customer feedback to identify and drive improvements in our products.</li>
<li>Enthusiasm for interacting and collaborating cross-functionally in your search for the solutions to our customers need.</li>
<li>Sophisticated time management skills and ability to work efficiently under pressure.</li>
<li>Experience developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.</li>
<li>Excellence in task prioritization and evaluation of situational urgency.</li>
<li>Bachelors degree or equivalent is desired.&#xA0;</li>
</ul><div><br/></div>

Developer Support Engineer, Tier 3

<div>Fold&#x2019;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.&#xA0;</div><div>
<br><strong>How You&#x2019;ll Have an Impact On Customer Support</strong>
</br></div><ul>
<li>Develop a deep understanding of Fold&#x2019;s products in order to help customers navigate through processes and bugs</li>
<li>Maintain customer relationships by effectively managing and responding to incoming inquiries, facilitating resolution, and documenting related actions</li>
<li>Escalate customer issues as needed to facilitate effective resolution of issues</li>
<li>Assist in onboarding customers who require manual KYC verification</li>
<li>Build strong relationships with customers, based on trust, honesty, and delivering exceptional customer service</li>
<li>Ensure compliance with regulatory requirements impacting customers</li>
<li>Document and refine our customer service processes and procedures</li>
<li>Other duties as assigned</li>
</ul><div>
<br><strong>Why We&#x2019;ll Love You </strong><br><br><br>
</br></br></br></br></div><ul>
<li>You have a demonstrated passion for customer service, and take pride in delivering exceptional customer support experiences</li>
<li>You like to have fun, and want to be part of a team that is building an innovative product&#xA0;</li>
<li>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&#xA0;</li>
<li>You&#x2019;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</li>
<li>You&#x2019;re excited about our mission, and by the thought of disrupting legacy business models in the industry</li>
<li>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</li>
<li>You have experience working with cross-functional teams to achieve shared goals&#xA0;</li>
<li>You excel in communicating, as it is crucial to the smooth operation of our distributed team&#xA0;</li>
</ul><div><strong>Why You&#x2019;ll Love Us</strong></div><ul>
<li>We&#x2019;re a highly collaborative, fully remote team</li>
<li>Generous benefits, including health, vision and dental insurance</li>
<li>Unlimited time off policy - we trust you to manage your own time</li>
<li>Paid parental leave<br><br><br>
</br></br></br></li>
<li>
<br>Company retreats and onsites (at least, after COVID)<br><br><br>
</br></br></br></br></li>
</ul>

Customer Support Associate

<div><strong>About the Job</strong></div><div>You&#x2019;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.</div><div>Your main task will be to communicate with various website owners to promote our clients&#x2019; content.&#xA0;</div><div>We intend to enter into a long term, project based collaboration. You will receive your assignments from the founders directly.</div><div>
<br>Responsibilities:</br></div><ul>
<li>Promote content and articles through concerted email outreach to get authoritative websites and publications to link back.</li>
<li>Familiarize yourself with multiple online niches, identify key influencers and start conversations with them. Maintain these relationships to produce positive results for both parties.</li>
<li>Discover link building opportunities through industry specific searches</li>
<li>Ability to track your link building efforts and report results on a monthly basis.<br><br>
</br></br></li>
</ul><div><br/></div><div>Requirements:</div><ul>
<li>Excellent verbal and written communication skills</li>
<li>Ability to work within a team and independently</li>
<li>Assiduity in performing long-term tasks of the same type.</li>
<li>Ability to handle large volumes of projects quickly across various industries</li>
<li>Expert level attention to detail is essential<br><br>
</br></br></li>
</ul><div>Preferred Qualifications:</div><ul>
<li>Basic understanding of SEO and function principles of search engines;</li>
<li>Basic understanding of internet marketing;</li>
<li>Experience in customer support or customer facing communication&#xA0;</li>
<li>Tech savvy and willing to learn new tools<br><br>
</br></br></li>
</ul><div><br/></div><div>We offer:</div><ul>
<li>Create your desired lifestyle</li>
<li>Travel and work from wherever you want</li>
<li>Possibility to move your residence in a country of your choice</li>
<li>Flexible schedule to allow for an optimum work-life balance</li>
<li>Create space for personal plans</li>
<li>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</li>
<li>Grow with the company</li>
<li>At dofollow.io we find extraordinary talent and build positions around their skills</li>
<li>Access to very experienced team members in various Digital Marketing areas.&#xA0;</li>
<li>Every 30, 60 or 90 days propose 1 or more projects you would like to develop for the company. We appreciate and support initiative.<br><br>
</br></br></li>
</ul><div><br/></div><div>This is an entry-level position which can be a good start for building a career in online marketing.</div><div><br/></div><div>&#xA0;</div><div><strong>Apply for this Position</strong></div><div>If you&#x2019;re interested please follow this link, fill out the Google form and provide all the required information. We will contact you regarding next steps.</div><div>&#xA0;<br><br>
</br></br></div><div><br/></div>

Outreach Specialist / Link Builder [100% Remote]

<h1>10,000 Foot View</h1><ul>
<li>
<strong>Hours and schedule: </strong>15 hours/week to start (we&#x2019;re open to expanding the role to full-time for the right candidate). You&#x2019;ll have lots of flexibility in which hours you work.</li>
<li>
<strong>Compensation:</strong> $30/hr</li>
<li>
<strong>Location: </strong>Work from anywhere (RescueTime has been all-remote since before Covid)</li>
</ul><h1>Here&#x2019;s what your average day will look like:</h1><div>Each day, you&#x2019;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.<br><br>Having successful customers isn&#x2019;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&#x2019;ll help smart people do more work that&#x2019;s personally meaningful and important to them. It&#x2019;s fulfilling but also demanding.&#xA0;</br></br></div><h1><strong>Responsibilities</strong></h1><ul>
<li>Respond to support requests from our customers via our help desk platform, phone, live chat, and occasionally social media.</li>
<li>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.</li>
<li>Track customer support effectiveness by developing systems to help us understand how we&#x2019;re responding to customers and track areas where we can improve.</li>
<li>Work closely with the engineering team to solve bugs and system issues affecting users.</li>
<li>Create and maintain our user knowledge base.</li>
</ul><h1>Who&#x2019;s a good fit for this position?</h1><div>You&#x2019;ll be an ideal new coworker at RescueTime if you get satisfaction from:</div><ul>
<li>Getting to the root of a customer&#x2019;s problems and finding solutions that make them smile</li>
<li>Learning and mastering new software&#xA0;</li>
<li>Speaking up and being a part of a collaborative team</li>
<li>Being focused and efficient&#x2013;support requests can occasionally pile up and we&#x2019;re looking for someone who is organized and cool under occasional pressure</li>
<li>Finding more efficient ways to help our customers whether that&#x2019;s through live chat or developing a library of templates for the most common customer issues</li>
</ul><div>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.</div><h1>You&#x2019;ll need these qualifications</h1><ul>
<li>2 or more years of experience in a customer support/success capacity (ideally with lots of written and online interaction).</li>
<li>You&#x2019;re a pro at diagnosing peculiar software issues and helping less (and sometimes more!) technical folks navigate their way to success.</li>
<li>A proven track record of efficient written communication</li>
<li>An even and cheerful temperament.</li>
<li>A fast and reliable internet connection, a quiet place to have occasional video calls, and a solid desktop/laptop computer (Mac or Windows).</li>
</ul><h1>It would be great if...</h1><ul>
<li>You&#x2019;re excited about personal development&#x2013;stuff like Fitbit, RescueTime, etc.</li>
<li>You are genuinely interested in fiddling with technology&#x2013;software, hardware, mobile, desktop, you name it!</li>
<li>You&#x2019;re a RescueTime user (or you are at least familiar with it)</li>
<li>You&#x2019;re familiar with any of the other tools we use, like Slack, Google Docs, Help Scout, and Coda.</li>
<li>You have a keen interest in software usability.</li>
<li>You know how things work on social media (Twitter, Facebook, Reddit, etc) and have an interest in marketing and community management there.</li>
</ul><h1>We are committed to building a diverse and inclusive team</h1><div>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.</div><h1>How to apply</h1><div>Send an email to <a>hello@rescuetime.com</a> with the subject line &#x201C;Customer Support Representative&#x201D;.&#xA0;<br><br>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?<br><br>In addition to the standard stuff, please tell us the following:</br></br></br></br></div><ol>
<li>What new software have you used over the past 5 years that has changed how you work?</li>
<li>If you were a CS rep at RescueTime and a customer requested a new feature that was on our roadmap, how would you reply?</li>
<li>What unusual qualities do you have that would make you stand out from other people interested in this position?</li>
</ol>

Customer Support Representative

<div><strong>This Role Is For You If&#x2026;</strong></div><ul>
<li>You would describe yourself as patient, empathetic and having a good sense of humor</li>
<li>You&#x2019;re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long</li>
<li>Superb written and verbal skills (with a professional yet fun demeanor).</li>
<li>You consider yourself tech-savvy and efficient with SaaS applications</li>
</ul><div><strong>Your qualifications:</strong></div><ul>
<li>
<strong>Self-motivated</strong> and proactive mindset.</li>
<li>
<strong>Remote work</strong> experience is considered an asset.</li>
<li>
<strong>Based in the USA</strong>, quiet home office with fast internet.</li>
<li>
<strong>Prior experience</strong> in a customer-facing role (Support, Success, Account Management, or Sales).</li>
</ul><div><br/></div><div>We&#x2019;re looking for a Product Support Expert to join our team to cover support <strong>9 - 6 PM EST Tue-Sat.</strong>
</div><div><br/></div><div><strong>Your responsibilities will include:&#xA0;</strong></div><ul>
<li>Answering incoming phone calls from customers to offer support</li>
<li>Answering support tickets to help customers and free trials (we use Help Scout)</li>
<li>On-boarding and setting up new accounts and winning them over from the get-go.</li>
<li>Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.</li>
<li>Advocating customers&#x2019; requests and needs across the entire company (we use Basecamp)</li>
<li>Educating about newly released features and functionality.</li>
<li>Contributing to our Help Center (<a>help.followupboss.com</a>)</li>
</ul><div><br/></div><div><strong>30 Day Targets:</strong></div><ol>
<li>Learn the Follow Up Boss software &amp; product offerings to be effective in the position</li>
<li>Complete all position-specific onboarding tasks, setup, and initial training</li>
<li>Virtually meet all Follow Up Boss employees</li>
</ol><div><br/></div><div><strong>60 Day Targets:</strong></div><ol>
<li>Actively work in the ticket queue on a daily basis</li>
<li>Answer incoming calls and complete 3 training calls</li>
</ol><div><br/></div><div><strong>90 Day Targets:</strong></div><ol>
<li>Meet or exceed KPI expectations</li>
<li>Contribute at least 3 documents to the Help Center</li>
</ol><div><br/></div><div><strong>KPI&#x2019;s:</strong></div><ol>
<li>Average Calls per Day</li>
<li>Average Tickets Per Day (conversations)</li>
<li>Three Help Articles Per Month (new or update)</li>
</ol>

Product Support Expert

<div>
<br>Hi. We&#x2019;re not looking for your average, everyday customer support specialist.&#xA0;<br><br>
</br></br></br></div><div>For us, providing excellent customer support isn&#x2019;t simply about checking boxes or resolving tickets: It&#x2019;s about demystifying the technical, empathizing with people, and thinking about opportunities beyond the request.&#xA0;<br><br>
</br></br></div><div>If you&#x2019;d like a position where you can pair your primo technical chops (largely WordPress) with your top-notch communication skills, we&#x2019;d like to hear from you.&#xA0;<br><br>
</br></br></div><div>
<strong><br>Responsibilities<br/></br></strong><br>
</br></div><div>Your day-to-day will change, but your core charges include:&#xA0;<br><br>
</br></br></div><ul>
<li>Owning and managing &#x201C;Yoko Co Support,&#x201D; which encompasses a variety of issues reported by our clients.&#xA0;</li>
<li>Researching, troubleshooting, and identifying solutions to resolve customer issues.</li>
<li>Providing prompt and accurate feedback while ensuring an exceptional level of customer care.</li>
<li>Partnering up with the rest of the Yoko Co team on development and technical tasks for ongoing projects and initiatives.</li>
</ul><div>From listening to clients, to tackling requests, hands-on involvement and a positive attitude are absolutely crucial to your success here.<br><br>
</br></br></div><div>
<strong><br>Technical Skills<br/></br></strong><br>
</br></div><ul>
<li>Deep knowledge of WordPress, including themes, plugins, common configurations, and quirks.&#xA0;</li>
<li>The ability to write and edit custom HTML and CSS.</li>
<li>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.&#xA0;</li>
<li>At least 1-2 years of professional experience working with WordPress.</li>
</ul><div>
<strong><br>Added Bonus:<br/></br></strong><br>
</br></div><ul>
<li>Professional experience developing WordPress plugins and themes</li>
<li>Experience with search and performance optimization</li>
</ul><div>
<strong><br>Soft Skills &amp; Personal Traits<br/></br></strong><br>
</br></div><ul>
<li>You should be someone who feels energized by solving problems and learning new things.&#xA0;</li>
<li>You&#x2019;ll need excellent communication skills.&#xA0;</li>
<li>The ability to multitask is critical.</li>
<li>And, most importantly, you should care about the work you do.</li>
</ul><div>
<strong><br>About Us<br/></br></strong><br>
</br></div><div>We&#x2019;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&#x2019;ve been named one of the best places to work by the Washington Business Journal.<br><br>
</br></br></div><div>
<strong><br>Interested?<br/></br></strong><br>
</br></div><div>In exchange for your skills, we&#x2019;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&#x2019;ll be immersed in work that makes a positive impact.<br><br>
</br></br></div><div>Make sure you include your resume and tell us why you think you&#x2019;d be a great fit for the position. Also, share something cool that you&#x2019;ve learned recently. Weird trivia encouraged.&#xA0;<br><br>
</br></br></div><div>
<em>We accept international applicants, but you have to be willing to work typical U.S. business hours (or something close to them).<br/></em><br>
</br></div><div>
<br><br>
</br></br></div>

WordPress Support Specialist

<div>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!</div><div>
<br>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!<br><br><strong>About the Role</strong>&#xA0;<br><br>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.</br></br></br></br></br></div><div>
<br>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.</br></div><div>
<br>If you love a challenging, high-volume environment where you can think on your feet, and delight customers, we want to hear from you!<br><br><strong>What We&#x2019;re Looking for:</strong>
</br></br></br></div><ul>
<li>You have a strong understanding of web technologies, are comfortable with HTML, CSS, JavaScript, and APIs, and have strong SQL skills.</li>
<li>You&#x2019;re a self-starter who thrives in a fast paced and changing environment. You&#x2019;re not afraid to jump in and chat with a customer or solve a problem - even if you don&#x2019;t know the answer!</li>
<li>You have experience helping customers in a high-volume digital or SaaS environment, and are effective at communicating in a remote environment.</li>
<li>You work well in situations that require creative problem solving, good judgment, and you can improvise with ambiguous or limited information.</li>
<li>You are a pro at context switching, and can delve into issues with varying degrees of complexity over the course of a day. You&#x2019;re just as happy helping out a customer, or a fellow team member solve a problem!</li>
<li>You have a clear, personable, and empathetic communication style and are comfortable translating technical or difficult concepts into user-friendly explanations for our merchants.</li>
<li>You have a desire to be the voice of our merchants at Smile. You&#x2019;re keen to help influence product changes and build resources to help our merchants learn all there is to know about Smile!</li>
</ul><div><strong>Bonus points if you:</strong></div><ul>
<li>Have familiarity with Shopify and it&#x2019;s template language, Liquid</li>
<li>Have experience using Intercom</li>
<li>Have experience with knowledge management</li>
</ul><div><strong>What You&#x2019;ll Do:</strong></div><ul>
<li>Support and delight our merchants through our primary chat and email channels, as well as video conversations if needed.</li>
<li>Work with our merchants to quickly and effectively resolve their issues, from answering simple how-to questions to diagnosing more technical issues and bugs.</li>
<li>Collaborate with our development team to escalate and track merchant issues, replicating their issue when possible and offering any needed context and research.</li>
<li>Create internal and external support documentation about Smile and strategy to help merchants make the most of their rewards program.</li>
<li>Collect and share valuable feedback from our merchants for product improvements.</li>
<li>Engage and collaborate with a remote team spread across the world.</li>
</ul>

Support Specialist

<div><strong>About Lead Sherpa&#x2122;</strong></div><div><br/></div><div>At Lead Sherpa&#x2122;, our passion for our mission has already driven unprecedented success.<strong> In recognition of our exponential growth and consumer focus, Lead Sherpa&#x2122; received 2020 Best in Biz Award for Fastest Growing Company in the country (under 100 employees). </strong>The judges cited Lead Sherpa&#x2122;&#x2019;s direct industry impact as well as astonishing growth in both revenue and active users. But no one here at Lead Sherpa&#x2122; 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.</div><div><br/></div><div>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. <br><br><br><strong>APPLY NOW! - </strong><a><strong>https://sherpa.fyi/bUxq4J</strong></a><strong><br/></strong><br>
</br></br></br></br></div><div><br/></div><div><strong>Lead Sherpa Core Values</strong></div><div><br/></div><div>Care360 /// Be Curious /// Take Ownership /// Independent Team Player /// Focus On Results</div><div><br/></div><div><strong>Job Overview</strong></div><div><br/></div><div>In uncertain times, Lead Sherpa&#x2122; 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&#x2019;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.&#xA0;</div><div><br/></div><div>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&#x2019;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.</div><div><br/></div><div>The Customer Support &amp; 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.</div><div><br/></div><div>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.&#xA0;<br><br><br>
</br></br></br></div><div>
<strong>APPLY NOW! - </strong><a><strong>https://sherpa.fyi/bUxq4J</strong></a><br><br><br>
</br></br></br></div><div><strong>Requirements</strong></div><ul>
<li>2+ years working as a Customer Success Manager for a SaaS company</li>
<li>Managed a support/success team</li>
<li>Proven track record killing it with customer success metric-based goals (churn, NPS, CSAT)</li>
<li>Experience making high-level decisions that directly impact company revenue</li>
<li>Experience setting goals with direct-reports and tracking their progress</li>
</ul><div><br/></div><div><strong>Responsibilities</strong></div><ul>
<li>Manage and inspire a remote team</li>
<li>Establish clear retention goals and process milestones for the client and employees to work toward, and align them with company values and vision</li>
<li>Optimize existing processes within the company and actively enhance all Customer Success initiatives</li>
<li>Identify team members&#x2019; strengths for role development</li>
<li>Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company</li>
<li>Work directly with our customers to achieve success</li>
<li>Communicate with fellow team members from other departments</li>
<li>Identify opportunities for product expansion</li>
<li>Understand success metrics: churn, retention, CSAT, NPS</li>
<li>Convey our customer voice to the rest of the team (extremely important!)<br><br>
</br></br></li>
</ul><div><strong>Company Benefits</strong></div><ul>
<li>Work remotely from anywhere - we are a 100% distributed team working primarily during mountain standard time (Denver)</li>
<li>Health insurance assistance</li>
<li>401(k) with company match</li>
<li>Equipment reimbursement</li>
<li>Awesome culture; talented and friendly team!<br><br><br>
</br></br></br></li>
</ul><div>
<strong>APPLY NOW! - </strong><a><strong>https://sherpa.fyi/bUxq4J</strong></a><strong><br/></strong><br><br>
</br></br></div><div><strong>Application Process</strong></div><div>
<br>We use The Predictive Index&#xAE; 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&apos;s communication, delegation, and decision-making style<br><br>
</br></br></br></div><div><strong>We have a quick and straightforward 3 step application process</strong></div><ol>
<li>Complete Predictive Index evaluation</li>
<li>Complete application form</li>
<li>Complete cognitive evaluation</li>
</ol><div>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!<br><br><br>
</br></br></br></div><div>
<strong>APPLY NOW! - </strong><a><strong>https://sherpa.fyi/bUxq4J</strong></a><br><br>
</br></br></div>

Customer Success & Support Manager

<div>Support is important. <em>Exceptional</em> tech support can be a superpower for a small business. That&apos;s why we need you.</div><h1>About me</h1><div>Hi, I&apos;m Erez. I&apos;m the guy behind <a>ZSA</a>, a small independent company that&apos;s been making high-end ergonomic keyboards for years. We make the award-winning <a>ErgoDox EZ</a>, the <a>Planck EZ</a>, and the <a>Moonlander</a>.<br><br>
</br></br></div><div>
<a>Professionals</a> 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&apos;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.<br> <br> Our support is entirely email-based. We wrote a little <a>ode to email</a> right on our site. Shopify <a>interviewed me</a> about why support is so important to us.<br> <br> When most people read &quot;support&quot;, 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 <em>very</em> important their call <em>truly</em> is.<br><br>
</br></br></br></br></br></br></div><div>We don&apos;t do things like that. This is where you come in.<br><br>
</br></br></div><h1>About you</h1><div>You&apos;re a nice person. A kind individual. Not a rockstar or a ninja &#x2014; just someone who&apos;s pleasant to work with.<br><br>
</br></br></div><div>You&apos;re someone who understands that support can be different &#x2014; that it <em>needs</em> to be different.</div><div>
<br>&#xA0;Support isn&apos;t a stepping stone for you. You&apos;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.<br><br>
</br></br></br></div><div>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 &quot;Hi John&quot;. You don&apos;t ask the same question twice in a long thread.<br><br>
</br></br></div><div>You don&apos;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&apos;s right for the customer.<br><br>
</br></br></div><div>Maybe you&apos;ve never done support before, and that&apos;s okay: Experience isn&apos;t required here, just the right person. You may or may not be a total keyboard nerd &#x2014; and that&apos;s okay, too.<br><br>
</br></br></div><div>You&apos;re looking for a fully remote role, in a company that&apos;s been 100% remote from day one. You don&apos;t need a system that pays you by the hour and counts your every minute. Bonus if you&apos;re comfortable working during North American daytime hours.<br><br>
</br></br></div><h1>Sounds interesting?</h1><div>If you made it all the way here and this sounds like a good match, let&apos;s get the ball rolling. I don&apos;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.<br><br>
</br></br></div><div>Let&apos;s do this! <a>Apply here</a>.</div><div>&#xA0;</div>

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

<div><strong>Title for job board: UK-based software company seeking for a Europe English-speaking Software Customer Support representative</strong></div><div><br/></div><div>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 <a>www.salesflow.io</a>
</div><div><br/></div><div><em>*we are are young company that is pro-office but willing to consider partial remote* Located between Oxford/London - open to relocate.&#xA0;</em></div><div><br/></div><div>&#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0;<strong>Requirements</strong>:&#xA0;</div><div><br/></div><div><strong>Communication skills&#xA0;</strong></div><div><br/></div><ul>
<li>Ability to communicate clearly and professionally, both verbally and in writing.&#xA0;</li>
<li>Has &quot;thick skin&quot; and is able to handle complaints and unpleasant customers.&#xA0;</li>
<li>Good comprehension skills- ability to clearly understand and state the issues customers present.</li>
<li>Highly developed sense of integrity and commitment to customer satisfaction.</li>
<li>Demonstrated passion for excellence with respect to treating and caring for customers.&#xA0;</li>
<li>&#xA0;Strong detail orientation and communication/listening skills.&#xA0;</li>
<li>Willingness to work a flexible schedule and occasional overtime when needed.</li>
<li>Possess a strong work ethic and team player mentality.</li>
<li>An amazing sense of humour and wants be part of in-house team &#xA0;</li>
</ul><div><br/></div><div><strong>Computer knowledge/ skills&#xA0;</strong></div><div><br/></div><ul>
<li>Some experience working with technical product such as software&#xA0;</li>
<li>Ability to use desktop computer system</li>
<li>Excellent typing skills</li>
<li>Some knowledge and experience with Ticketing systems, online chats and email handling queries</li>
<li>Ability to successfully adapt to changes in the work environment&#xA0;</li>
</ul><div><br/></div><div><strong>Customer focus</strong></div><div><br/></div><ul>
<li>Excellent customer service skills, including maintaining focus on customer issue in a fast-paced environment&#xA0;</li>
<li>Ability to empathise with and prioritise customers needs&#xA0;</li>
<li>Demonstrate interpersonal skills with diverse customer base</li>
<li>Demonstrate ownership to resolve challenging customer issues, escalating when necessary</li>
<li>Demonstrate conflict resolution and negotiation skills&#xA0; &#xA0;</li>
<li>Ability to determine customer needs and provide appropriate solution</li>
</ul><div><br/></div><div><strong>Problem solving skills&#xA0;</strong></div><div><br/></div><ul>
<li>Effective&#xA0; problem solving skills including decision making, time management and immediate prioritisation of tasks as assigned</li>
<li>Troubleshooting, escalation and ticket resolution&#xA0;</li>
<li>Ability to approach problems rationally and logically</li>
<li>Action oriented and self-disciplined&#xA0;</li>
<li>Organised and detail oriented</li>
<li>Ability to handle multiple customer queries&#xA0;</li>
</ul><div><br/></div><div>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.</div><div>
<br><br><br>
</br></br></br></div><div><strong>Responsibilities</strong></div><div><br/></div><ul>
<li>&#xA0;Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.&#xA0;</li>
<li>Thoroughly and efficiently gather customer information, access and fulfil customer needs, educate the customer where applicable to prevent the need for future contact.</li>
<li>Manage and prioritise multiple concerns</li>
<li>organise workflow to meet customer timeframes</li>
<li>record details of inquiries, comments and complaints</li>
<li>communicate and coordinate with internal departments</li>
<li>&#xA0;Handles issues in the best interest of both customer and company.&#xA0;</li>
<li>Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer&#x2019;s experience.</li>
<li>&#xA0;Responsible for compiling and generating reports as they relate to customer service surveys.</li>
</ul><div><strong>What we offer:</strong></div><ul>
<li>Competitive salary</li>
<li>Paid holidays</li>
<li>Formal training programs</li>
<li>Career growth opportunities</li>
<li>Super fun and friendly team<br><br><br>
</br></br></br></li>
</ul><div>The selected candidate is expected to remain current in product changes, licensing, technical developments, and continuing education</div><div>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.<br><br><br>
</br></br></br></div><div>If interested please send your cv to flaka@salesflow.io<br><br><br>
</br></br></br></div><div>For more about us, please visit salesflow<a>.io</a>
</div><div>&#xA0;</div><div><br/></div>

Customer Support Rep

<div>Hello there!</div><div>
<br>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!</br></div><div><strong><br>About us:</br></strong></div><div>
<br>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&#x2019;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&#x2019;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.</br></div><div>
<br>Check us out and see what you think: <a>http://drops.app.link/</a>
</br></div><div><strong><br>What are we looking for?</br></strong></div><div>
<br>We&#x2019;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&#x2019;ll have experience using support tools with a focus on automation and providing great service when requiring manual intervention.</br></div><ul>
<li>Solve customer issues via different channels with ensuring customers&#x2019; satisfaction and happiness with our products and service</li>
<li>Investigate and analyze issues in Drops. Answer how to questions, recommend known technical solutions and research workarounds</li>
<li>Take ownership of technical issues and customers problems from the beginning to the end, ensure timely follow-up and satisfactory resolution</li>
<li>Assist with keeping internal and customer-facing support documentation up-to-date.</li>
</ul><div><strong>Requirements</strong></div><ul>
<li>Have excellent listening skills and an empathetic voice and manner</li>
<li>Can judge subtext easily in a conversation, adapt to the customer&apos;s message and constantly evolve the tone of voice to meet the needs of our varying customer base.</li>
<li>Have the ability to thrive in a fast-paced environment, multitasking while keeping the focus on the customer</li>
<li>Show composure, resilience, and flexibility as customer needs expand and case volume changes</li>
<li>Good at mobile devices, apps and other tech products</li>
<li>Are proficient in English (C1-C2)Have experience in customer support and tooling (preferably zendesk)</li>
</ul><div>Having experience in remote working and knowledge of the following languages is a plus: Chinese, Spanish, German, French or Portuguese.<br><br>Benefits</br></br></div><ul>
<li>&#x1F30D;&#xA0; All the perks of remote working</li>
<li>&#x1F465;&#xA0; An awesomely compact 23 person team</li>
<li>&#x1F9E0;&#xA0; Yearly educational allowance</li>
<li>&#x1F4AA;&#xA0; Fitness allowance</li>
<li>&#x1F4BB;&#xA0; High-end Apple hardware and ergonomic accessories</li>
<li>&#x1F3D6;&#xA0; 36 days of holiday per year (including Christmas and other holidays)</li>
<li>&#x2708;&#xFE0F;&#xA0; Quarterly team gathering somewhere in the world (Amsterdam, Iceland, Lisbon and Budapest were previous locations)</li>
</ul>

Customer Support Specialist

<div>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!.<br><br>
</br></br></div><div>We&apos;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.<br><br>
</br></br></div><div>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&#x2019;ve built a passionate community of students, mentors and alumni, and we&#x2019;d like to expand our focus on admissions to hit our next level of scale.<br><br>
</br></br></div><div><strong><br>You</br></strong></div><ul>
<li>Have a passion for education, design, and creative work</li>
<li>Are excited to create &#x201C;wow&#x201D; moments for customers</li>
<li>Have exceptional verbal and written communication skills</li>
<li>Have demonstrated passion for excellence in providing support to customers</li>
<li>Are enthusiastic about learning new skills and creative problem-solving</li>
<li>Possesses a pleasant, patient, and friendly attitude</li>
<li>Have strong organizational skills, work ethic, and attention to detail</li>
<li>Are savvy with computers and technology including helpdesk software</li>
<li>Are excited about working on the future of education with a small, talented, mission-driven team</li>
</ul><div><strong><br>Responsibilities</br></strong></div><ul>
<li>Provide world class service and support in a variety of areas to both students and mentors</li>
<li>Professionally and empathetically handle incoming phone and email requests from students and mentors</li>
<li>Ensure that issues are resolved both promptly and thoroughly</li>
<li>Anticipate student and mentor needs and address them in your communication to prevent the need for future contacts</li>
<li>Contribute towards building our community&#x2019;s ability to serve themselves</li>
<li>Serve as an ambassador for the Designlab brand in all communications/interactions</li>
<li>Own various operational processes that allow for the smooth running of our platform and courses</li>
<li>Continuously evaluate and identify opportunities to drive process improvements that positively impact the student and mentor experience</li>
</ul><div><strong><br>Requirements</br></strong></div><ul>
<li>Ability to work remotely with high speed internet access</li>
<li>1-2 years of customer service experience (phone and email)</li>
<li>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</li>
</ul><div><strong><br>Perks</br></strong></div><ul>
<li>Competitive salary and equity compensation</li>
<li>Team is 100% remote, work where you want</li>
<li>Flexible hours (you set your own schedule)</li>
<li>Generous paid vacation policy</li>
<li>Health &amp; dental benefits</li>
<li>Choose your own Mac setup</li>
<li>Work with a talented, mission-driven team on a product that&#x2019;s innovating in the online education space with thousands of paying customers around the world</li>
</ul><div>
<strong><br>How to apply<br/></br></strong><br>
</br></div><div>Apply via our <a>applications page</a> by <strong>18:00 ET on Monday January 11th<br/></strong><br>
</br></div><div>We&#x2019;ll contact you to let you know whether we&#x2019;re moving forward with your application by the end of Friday January 15th.<br><br>
</br></br></div><div>
<br><br><br><br><br><br><br>
</br></br></br></br></br></br></br></div>

Customer Support Agent

<h1>Tier 1 Technical Support</h1><div>We&#x2019;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.</div><div><br/></div><div>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&#x2019;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.</div><div><br/></div><div>Our team is incredibly smart, passionate, supportive, skilled, open to learning, and constantly developing. We&#x2019;re looking for someone who can match that energy.</div><div><br/></div><div>
<strong>About the role</strong>:</div><div><br/></div><div>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&#x2019;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.</div><div><br/></div><div>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.</div><div><br/></div><div>Job duties include working in the ticket queue to assist customers with technical support requests.&#xA0; Being a go-to person for all technical requirements related to support and the platform.&#xA0; Escalating more advanced tickets to Tier 2; escalating bug issues to the Product Team.&#xA0; Helping customers with setup and onboarding as needed to help them with the initial few steps of the platform setup via ticket as needed.</div><div><br/></div><div>
<br><strong>Requirements:<br/></strong><br><br><br>
</br></br></br></br></div><div>
<strong>Must have</strong>:<br><br><br>
</br></br></br></div><ul>
<li>1+ years in Technical Support experience</li>
<li>Experience in SaaS</li>
<li>Working knowledge of HTML &amp; CSS</li>
<li>A fully functioning workstation and a quiet place to work (with their own laptop or PC)</li>
</ul><div>
<br><strong>Must be</strong>:<br><br><br>
</br></br></br></br></div><ul>
<li>Able to comfortably work one of these three shifts:&#xA0;</li>
<li>2am ET - 10am ET, Thursday - Monday</li>
<li>6pm ET - 2am ET, Thursday - Monday</li>
<li>6am ET - 2pm ET, Tuesday - Saturday</li>
<li>Quick to learn and understand our platform, as well as the video and OTT industry</li>
<li>Able to work independently</li>
<li>Native or near-native English speaker</li>
<li>Overall a nice person :)&#xA0;</li>
</ul><div>
<br><strong>Our ideal candidate will also have</strong>:<br><br><br>
</br></br></br></br></div><ul>
<li>Experience working with Intercom or similar</li>
<li>Good communication skills, both written and verbal</li>
</ul><div>
<br><strong>Benefits</strong>:<br><br><br><br>
</br></br></br></br></br></div><ul>
<li>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</li>
<li>Amazing, young, and motivated team</li>
<li>20 paid days off per year (eligible after the first 6 months with the company)</li>
<li>Budget for personal development</li>
</ul><div>
<br><strong>How to apply</strong>:<br><br><br>
</br></br></br></br></div><ul>
<li>Apply using the link below</li>
<li>We review the applications and email candidates who qualify for the second round</li>
<li>The qualified candidates will be asked to do a test task: usually a video of yourself answering a few questions</li>
<li>After we review the submissions, we will organize a Zoom interview with the successful candidates</li>
</ul><div>Please note that due to the high volume of applications, we are only able to respond to successful candidates.</div><div><br/></div><div>APPLY HERE:&#xA0; <a>https://airtable.com/shr55N17Ju8vm3Phq</a>&#xA0;</div>

Tier 1 Technical Support

<div>
<strong>Salary</strong><br>$27,000 annually. This is a 20/hour a week position.<br><br><strong>Location</strong><br>Fully remote. U.S.-based workers only.<br><br><strong>Schedule</strong><br>Flexible hours, but we&apos;ll expect you to work with us to set a schedule during U.S. working hours, and communicate when you&apos;ll be varying from that schedule.<br><br><strong>Vacation/holidays</strong><br>All federal holidays off, Christmas week off, plus three weeks of vacation.<br><strong><br>Technology</br></strong><br>We&apos;ll provide you with a MacBook Air, unless you want to use your own technology.<br><br><strong>Opportunities for growth</strong><br>We&apos;re a small company, and there will be a lot of opportunity for you to take on additional projects in areas that interest you &#x2014; we&apos;re always open to pursuing good ideas. <br><br><br><strong>What We&apos;re Looking For</strong>
</br></br></br></br></br></br></br></br></br></br></br></br></br></br></br></br></br></br></div><ul>
<li>Bachelor&apos;s degree in communications, English, journalism, or a related field.</li>
<li>Experience with a content management system like WordPress or Drupal.</li>
<li>Experience in a professional customer-facing role. (Internships count.)</li>
<li>Professional writing abilities. You&apos;ll need to be able to communicate efficiently with customers.</li>
<li>Very nice to have: experience working in higher-ed.</li>
</ul><div>
<br><strong>Primary Job Duties</strong>
</br></div><ul>
<li>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&apos;ll work on overseeing those. Other parts &#x2014; like organizing pages and entering some content &#x2014; you&apos;ll be doing manually. The manual part is generally more engaging than data entry, but we want to be up front that it&apos;s not super exciting but does require attention to detail.&#xA0;</li>
<li>Answer and resolve basic customer technical support questions. For example, helping with password resets, text formatting, etc.</li>
<li>Building out and providing support for content approval workflows.</li>
<li>Write and help build out dynamic help documentation.</li>
<li>If there are other areas that interest you, it&apos;s likely that you&apos;d get a chance to work on them &#x2014; we have a lot going on in sales, project management, web/software development, marketing, and more.</li>
</ul><div>
<br><strong>About Us</strong><br>We&apos;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. <br><br><strong>How to Apply</strong><br>Send a resume (PDF, LinkedIn, or online professional profile are all great) and brief cover letter to jobs@cleancatalog.com. <br><br><br>
</br></br></br></br></br></br></br></br></div>

Customer Success Specialist

<h1>Customer Support Specialist at Heights Platform</h1><div>As a Customer Support Specialist at Heights Platform, you&#x2019;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&#x2019;s needs is so important to us, that everyone on our team including our founder helps with customer support in some way.<br><br>
</br></br></div><div>We&#x2019;re known for providing the best support in the industry, and we&#x2019;re looking for others that enjoy helping people as much as we do.<br><br>
</br></br></div><div>Your Responsibilities:<br><br>
</br></br></div><ul>
<li>Answering support questions via email.</li>
<li>Helping to moderate and interact with our private Facebook community.</li>
<li>Understanding pain points and common problems our customers have, to help our product team better solve them.</li>
<li>Identifying potential customers that might need to be reached out to for additional help.</li>
<li>Updating our knowledge base, and helping us understand where to improve our existing support content based on your conversations with customers.</li>
<li>Documenting bugs and helping our product team reproduce them.</li>
<li>Staying up-to-date with new feature releases to help our customers best benefit from them.</li>
<li>Understanding where each customer is in their journey, whether they&#x2019;ve just started building their online course, or are an experienced creator with tens of thousands of students.</li>
</ul><div><br/></div><div>We&#x2019;re looking for someone who has:<br><br>
</br></br></div><ul>
<li>The desire to make impact, and improve our already outstanding support.</li>
<li>Prior experience in a customer support role. Even better if that role was with another SaaS company.</li>
<li>Great empathy and care for our customers, and is excited to help them succeed.</li>
<li>Excellent written communication ability. You are able to understand and clearly explain solutions.</li>
<li>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.</li>
<li>Experience in the world of online courses and digital marketing.</li>
<li>Experience in remote roles is a plus.</li>
<li>Experience with Help Scout is a plus.</li>
<li>Experience with configuring domains, and website building is a plus.</li>
</ul><div>
<br><br>
</br></br></div><div>
<strong><br>We Believe in Providing Outstanding Support<br/></br></strong><br>
</br></div><div>What some our our customers say about our support:<br><br>
</br></br></div><blockquote>&#x201C;The support team at Heights Platform is head and shoulders above any others I&apos;ve used (and that is over 15+ years in the industry!)&#x201D;<br><br>&#x201C;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.&#x201D;<br><br>&#x201C;Not only have I been able to get my course launched, Heights Platform&#x2019;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!&#x201D;<br><br>&#x201C;Wow, sometimes your support leaves me speechless. I&apos;m always amazed at how much you care about your users&apos; needs.&#x201D;</br></br></br></br></br></br></blockquote><div><br/></div><div>
<strong><br>About Heights Platform<br/></br></strong><br>
</br></div><div>We help entrepreneurs monetize their knowledge online. Heights Platform&#x2019;s all-in-one course creation software provides entrepreneurs, online marketers, coaches, and consultants everything they need to build a business selling their knowledge.<br><br>
</br></br></div><div>Thousands of customers in 100+ countries around the world use Heights Platform to run their online course businesses.<br><br>
</br></br></div><div>Our goal is to help ensure our customer&#x2019;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.<br><br>
</br></br></div><div><br/></div><div>
<strong><br>Why Work with Us?<br/></br></strong><br>
</br></div><ul>
<li>We believe work-life balance is essential. Enjoy Unlimited time off. We highly encourage at least 4 weeks off out of the year.</li>
<li>Opportunities to grow and make an impact.</li>
<li>Competitive pay.</li>
<li>Flexible work hours.</li>
<li>Work remotely where you feel most comfortable and productive.</li>
<li>Confidently be yourself without fear of judgement.</li>
<li>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.</li>
</ul><div><br/></div><div>We&#x2019;re excited to hear from you!<br><br>
</br></br></div><div><br/></div>

<h1>About the job</h1><div>As a Support &amp; Operations Manager here at ContentFly you&apos;ll own front line interaction across our channels and manage our marketplace operations.&#xA0;<br><br>
</br></br></div><ul>
<li>Respond to in-bound live chat conversations from Leads, Customers, and Writers</li>
<li>Answer support questions and debug platform problems</li>
<li>Deploy various customer outbound campaigns to drive education and usage of ContentFly offerings</li>
<li>Manage our marketplace operations to ensure timely and high quality service</li>
<li>Identify trends, patterns, issues and share with relevant teams at ContentFly</li>
<li>Improve the recruitment process for Writers</li>
<li>Run various other process improvement / customer experience initiatives</li>
</ul><div>
<strong>Salary</strong>: USD$45,000 - $55,000&#xA0;</div><div>
<em><br>This position is fully remote, you can apply form and work from anywhere.<br/></br></em><br>
</br></div><h1>About you</h1><ul>
<li>1+ years experience in a customer support, operations or other customer-focused role at a software company</li>
<li>Fluent in written English</li>
<li>Experience with SaaS and/or marketplace technology companies is a bonus</li>
</ul><div><br/></div>

Support & Operations Manager

<div><br/></div><div><strong>Who Is Follow Up Boss?</strong></div><ul>
<li>We&#x2019;re a simple, sales-focused CRM for real estate teams (and we use our own product)</li>
<li>We&#x2019;re a self-funded, profitable company started back in April of 2011</li>
<li>We&#x2019;re a remote company with a mostly US-based team</li>
<li>We don&#x2019;t just claim to be customer-centric - we live it:<a>https://www.facebook.com/followupboss/reviews</a>
</li>
<li>Check out our video on how we work:<a>https://www.followupboss.com/about/</a>
</li>
</ul><div><br/></div><div><strong>Why Work Here?</strong></div><ul>
<li>We&#x2019;re a young, ambitious company who only answers to our customers</li>
<li>Opportunity to have a big impact on our growth and your career</li>
<li>No red tape or pointless meetings</li>
<li>Competitive salary, health/dental insurance and 20 days paid holiday, $1000 to outfit your home office, yearly company meetup</li>
</ul><div><br/></div><div><strong>This Role Is For You If&#x2026;</strong></div><ul>
<li>You&#x2019;re a people person who is able to build rapport instantly</li>
<li>You&#x2019;re a self-starter who can take initiative on new projects and ideas and run with them</li>
<li>You have an entrepreneurial spirit: we are a small, agile team that constantly improves processes</li>
<li>You would describe yourself as patient, empathetic and having a good sense of humor</li>
<li>You&#x2019;re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long</li>
<li>Superb written and verbal skills (with a professional yet fun demeanor).</li>
<li>You consider yourself tech-savvy and efficient with SaaS applications</li>
<li>You are genuinely excited when you help others hit their goals</li>
<li>Great problem-solving skills, taking a consultative approach to find the best solution<br><br>
</br></br></li>
</ul><div><strong>Your qualifications:</strong></div><ul>
<li>Self-motivated and proactive mindset.</li>
<li>Remote work experience is considered an asset.</li>
<li>Based in the USA, quiet home office with fast internet.</li>
<li>3+ years experience in a customer-facing success role (Support, Success, Account Management, or Sales).</li>
</ul><div><br/></div><div><strong>Your responsibilities will include:</strong></div><ul>
<li>Your #1 priority would be helping our customers be successful with our product (&amp; ultimately their business), get successfully setup and activated within their first 90 days of being a Follow Up Boss customer</li>
<li>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.&#xA0;</li>
<li>Calling, texting and emailing new customers proactively to make sure they are on the road to success with Follow Up Boss.</li>
<li>Hosting (on rotation) our FUB 101 live weekly webinar</li>
<li>Compiling product feedback and ideas to help our product and engineering team continue to improve our platform</li>
<li>Becoming a keen, passionate expert in all things related to real estate lead generation, lead conversion, sales optimization and customer service</li>
<li>Answering customer help tickets in the Onboarding queue<br><br>
</br></br></li>
</ul><div><strong>30 Day Targets:</strong></div><ol>
<li>Learn the Follow Up Boss software &amp; product offerings to be effective in the position</li>
<li>Complete all position-specific success tasks, setup, and initial training</li>
<li>Virtually meet all Follow Up Boss employees</li>
<li>Become familiar with our online customer facebook group - Boss Community<br><br>
</br></br></li>
</ol><div><strong>60 Day Targets:</strong></div><ol>
<li>Host a minimum of five kickoff calls and training sessions for new customers (with support)</li>
<li>Answer 10-20 support tickets</li>
<li>Gain familiarity with our partners</li>
<li>Understand the top lead providers and how our customers work with them<br><br>
</br></br></li>
</ol><div><strong>90 Day Targets:</strong></div><ol>
<li>Jump in the new customer onboarding rotation and own relationships with new Follow Up Boss customers</li>
<li>Complete training for the 101 Weekly webinar</li>
<li>Full ownership of accounts assigned to you</li>
</ol><div><br/></div>

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