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<div><strong>$60k per year: $30 per hour, 40 hours per week.</strong></div><div>Our team is 100% remote and distributed across the world. We have team members in Australia, the US, Canada, Thailand, Germany, Argentina, South Africa, the UK, and Romania. It doesn't matter where you live or what time zone you're in.<br><br></div><div>Your main responsibility will be to reply to customers asking for help with WP All Export and WP All Import. You need to love to help others and be able to keep it friendly even when dealing with difficult customers. You need to enjoy the whole process of turning anxious, confused, or angry customers into happy ones. You must be an excellent writer. We want our support replies to be friendly, easy to understand, and concise.<br><br></div><div><br></div><div><strong><br>Flexibility</strong></div><div>We are a small team but we try to give everyone as much flexibility as possible. Flexibility means that you can work in the mornings, or the evenings, or both, or in the middle of the night, or whatever. It means you can take two weeks off to go on a trip. It means you can wake up and decide you don't feel like working and take the day off without telling anyone.<br><br></div><div>We aim to be as asynchronous as possible. We hate meetings, live chat, Slack, etc because it causes interruptions. You will have a list of prioritized tasks assigned to you, and we'll do our absolute best to leave you alone so that you can work on them in peace on your own time.<br><br></div><div>These do a good job describing how we work:</div><ul><li><a href="https://www.youtube.com/watch?v=fXdsmvaXx78">https://www.youtube.com/watch?v=fXdsmvaXx78</a></li><li><a href="https://world.hey.com/jason/the-presence-prison-69608e0f">https://world.hey.com/jason/the-presence-prison-69608e0f</a></li></ul><div>As a remote company, it's important to us to keep a strong line between our personal life and our work. Some places like to tell their employees they are joining a family. They have regular events unrelated to work like social chat rooms, hangouts over Zoom, etc. This is just another way for these companies to emotionally manipulate people into doing more work. You have an actual family and working with Soflyy means you can organize your work around the rest of your life, using your time as you see fit.<br><br></div><div>For most of us here, that is the primary draw. If you take a look at https://www.wpallimport.com/about/, you will notice that we have a lot of people who have worked here for many years. Our employee attrition rate is approximately zero, and we think the flexibility we offer is the primary reason.<br><br></div><div><br></div><div><strong><br>Responsibilities</strong></div><ul><li>Responding to customer support inquiries</li><li>Adding to and improving our documentation</li><li>Aggregating customer feedback and assisting us with development/product roadmap decisions</li><li>Writing concise bug reports based on support tickets that are a result of bugs in WP All Export or WP All Import</li><li>Testing development versions of WP All Import and WP All Export</li><li>Developing add-ons for WP All Import</li></ul><div><br></div><div><strong><br>Requirements</strong></div><div>The only thing we care about is the ability to provide high-quality customer support to our clients. The more of these boxes you can tick the better, in descending order of importance:</div><ul><li>Minimum availability of 30 hours per week.</li><li>Flawless written English.</li><li>Expert-level WordPress knowledge. Extensive experience with WordPress including troubleshooting, debugging, plugin development, and WordPress database structure.</li><li>At least intermediate-level PHP knowledge. Ability to write PHP functions, work with arrays, and make use of our API: <a href="http://www.wpallimport.com/documentation/developers/execute-php/">http://www.wpallimport.com/documentation/developers/execute-php/</a>, <a href="http://www.wpallimport.com/documentation/developers/action-reference/">http://www.wpallimport.com/documentation/developers/action-reference/</a>, and <a href="http://www.wpallimport.com/documentation/addon-dev/overview/">http://www.wpallimport.com/documentation/addon-dev/overview/</a></li><li>Fast and hands-on learner. Able to quickly become familiar with our software and learn new things about WordPress, PHP, and related technologies.</li><li>Experience with WooCommerce.</li><li>Familiarity with XML and CSV file formats and XPath.</li><li>Debugging and troubleshooting WordPress themes and plugins by looking into their code and the database.</li></ul>

Remote WP All Import: Customer Service Rep

<strong>Time zones:</strong><span class="listing-tag" id="time_zones"> EST (UTC -5)</span>, <span class="listing-tag" id="time_zones"> UTC -4</span>, <span class="listing-tag" id="time_zones"> UTC -3</span><br><br><div>We are looking for a professional, self-motivated and enthusiastic Customer support representative that meets our client's expectations and needs at the same time that they ensure customers have the best possible experience using our system. We are looking for someone that is tech-savvy and uses a friendly approach when interacting with customers.</div><div><strong><br>The Role<br></strong><br></div><ul><li>Professional handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly</li><li>Thoroughly and efficiently gather customer information, access and fulfil customer needs, and educate the customer to prevent the need for future contact.&nbsp;</li><li>Manage and prioritize multiple concerns</li><li>Organize workflow to meet customer timeframes</li><li>Record details of inquiries, comments, and complaints</li><li>Communicate and coordinate with internal departments (Development, sales and QA)</li><li>Handle issues in the best interest of both the customer and the company.</li><li>Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer’s experience.&nbsp;</li><li>Demonstrates ownership to resolve challenging customer issues, escalating when necessary</li><li>Demonstrate conflict resolution and negotiation skills</li><li>Ability to determine customer needs and provide appropriate solution</li><li>Working closely with Support Team Leader to deliver the best customer solutions and resolutions in a fast-paced environment with support tickets and chats</li><li>Working closely with other regions to cross-support, communicate and sync</li></ul><div><strong><br>The Profile<br></strong><br></div><ul><li>+2 Years of Customer Support experience</li><li>Strong problem-solving, verbal, and written communication skills (English)</li><li>Analytic and problem-solving personality&nbsp;</li><li>Some experience with calls, online ticketing systems, and technical support 1st and 2nd line support.</li><li>Ability to work independently, but recognize when to escalate things to the management or the rest of the team.&nbsp;</li><li>Ability to communicate clearly and professionally, both verbally and in writing.</li><li>Has “thick skin” and is able to handle complaints and unpleasant customers.</li><li>Good comprehension skills - the 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.</li><li>Excellent problem-solving and analytical skills</li><li>Aptitude for learning new technologies quickly&nbsp;</li><li>Strong detail orientation and communication/listening skills.</li><li>Fluently speak and write in English</li><li>Possess a strong work ethic and team player mentality.</li><li>Responsible and accountable</li><li>An amazing sense of humour and wants to be part of an in-house team</li></ul><div><strong><br>Computer knowledge/ skills:<br></strong><br></div><ul><li>Some experience working with technical products such as software</li><li>Ability to use a 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</li><li>Tech-savvy, troubleshooting, diagnosis, and technical review</li><li>Custom integrations, API, IPs, and proxy experience/knowledge are a bonus</li></ul><div><strong><br>What we offer:<br></strong><br></div><ul><li>Competitive salary based on experience- $25K to $29K year</li><li>23 Paid holidays</li><li>Formal training programs</li><li>Career growth opportunities</li><li>Super fun and friendly team</li><li>US working 12 pm to 8 pm EST</li></ul>

Remote B2B Software Customer Support Representative

<strong>Time zones:</strong><span class="listing-tag" id="time_zones"> EST (UTC -5)</span>, <span class="listing-tag" id="time_zones"> CST (UTC -6)</span>, <span class="listing-tag" id="time_zones"> MST (UTC -7)</span>, <span class="listing-tag" id="time_zones"> PST (UTC -8)</span><br><br><div><strong>About Us&nbsp;</strong></div><div><a href="https://close.com/">Close</a> is a bootstrapped, profitable, 100% remote, ~70 person team of thoughtful individuals who value autonomy and impact. We’re eager to make a product our customers fall in love with over and over again.</div><div><br></div><div>We ❤️ startups &amp; SMBs. Since 2013, we’ve been building a CRM&nbsp; that focuses on better communication, without the hassle of manual data entry or complex UI. Our goal: double the productivity of every sales rep.</div><div><br></div><div>We are hiring a Customer Support Engineer to help us provide an excellent service experience to our customers. Join a team that has been working remotely for 7+ years.&nbsp;</div><div><br></div><div><br><strong>About You</strong></div><div>As a Customer Support Engineer, you will be responsible for handling general support emails sent during US business hours, along with solving more technical requests from our customers. (e.g. Answering detailed questions about our API, and assisting with lead data cleanup and migrations). You will be reporting to the Manager of Customer Support, <a href="https://www.linkedin.com/in/georgelucas25">George Lucas</a>.</div><div><br></div><div>You have experience moving data across the internet by interacting with APIs using Python scripts.</div><div><br></div><div>You’re comfortable working in a fast-paced remote environment with a small and talented team where you're supported in your efforts to grow professionally. You are able to manage your time well, communicate effectively and collaborate in a fully distributed environment.</div><div><br></div><div>You are someone that has a healthy sense of curiosity and enjoys taking things apart and putting them back together.</div><div><br></div><div>** For this position we offer a 2 week trial that works around your schedule before joining the team full-time. This gives both parties the opportunity to explore if our remote environment is a good long term fit. **</div><div><strong><br><br>Responsibilities</strong></div><ul><li>Respond to customer support tickets during ET/CT/MT/PT business hours.</li><li>Provide customer support for the Close API and the customers that interact with it.</li><li>Provide technical support and solutions to the Support, Success, and Sales teams.</li><li>Escalating issues to senior support staff and engineering as needed</li><li>Fraud prevention/detection</li><li>Billing reconciliation&nbsp;</li><li>Writing bug reports</li><li>Coordinating with Success to provide extra support to large customers</li><li>Maintaining help center documentation and creating content for new/updated features</li></ul><div><br><strong>Requirements</strong></div><ul><li>Physically based in the ET, CT, MT, or PT time zones.</li><li>1 year (or more) of experience using Python.</li><li>High-level of proficiency in the English language, both written and verbal.</li><li>Experience working in a customer facing role (sales, support, hospitality, etc.).</li></ul><div><br><strong>Bonus Points If You ..</strong></div><ul><li>Can provide us with scripts you’ve written that interact with a SaaS product’s API.</li><li>Have experience scraping website data using Python with frameworks/libraries like requests, scrapy, and/or BeautifulSoup.</li><li>Have experience with sales or sales tools.</li><li>Have experience in a technical support role for a SaaS company.</li></ul><div><br><strong>Tools Used in Support</strong></div><ul><li>Help Scout</li><li>Sift</li><li>Stripe</li><li>Twilio</li><li>Plivo</li><li>Guru</li><li>Asana</li></ul><div><br><strong>Why Close?</strong></div><ul><li><a href="https://www.youtube.com/watch?v=ZbyGnLhtj0o&amp;feature=youtu.be">Culture video</a> 💚</li><li>100% remote company <em>(we believe in trust and autonomy)</em></li><li>Choose between working 5 days/wk (standard full-time) or 4 days/wk @ 80% pay</li><li><a href="https://www.youtube.com/watch?v=gKjyXMz-q-Q&amp;feature=youtu.be">Annual team retreats</a> ✈️</li><li>Quarterly virtual summits</li><li>5 weeks PTO + Winter Holiday Break</li><li>2 additional PTO days every year with the company</li><li>1 month paid sabbatical every 5 years</li><li>Co-working stipend</li><li>Paid parental leave</li><li>Medical, Dental, Vision with HSA option (US residents)</li><li>401k matching at 6% (US residents)</li><li>Dependent care FSA (US residents)</li><li>Contributor to <a href="https://stripe.com/climate">Stripe's climate</a> initiative 🌍❤️&nbsp;</li><li><a href="https://close.io/about/">Our story and team</a> 🚀</li></ul><div><br><strong>Our Values</strong></div><ul><li>Build a house you want to live in -- Examine long-term thinking and action</li><li>No BS - Practice transparency and honesty, especially when it’s hard</li><li>Invest in each other -- Build successful relationships with your coworkers and customers&nbsp;</li><li>Discipline equals freedom -- Keep your word to yourself and others</li><li>Strive for greatness -- Constantly challenge yourself and others&nbsp;</li></ul><div><br><strong>How We Work Together</strong></div><ul><li>Productivity, Quality &amp; Impact: We don’t track hours. We trust you’re an adult and know best how to prioritize, meet your goals and contribute at a high level.&nbsp;</li><li>Asynchronous communication &amp; collaboration: We have team members all over the world. We don’t expect anyone to work untraditional hours, that means our default is async. Most teams have 2-5 hours of internal meetings weekly.&nbsp;</li><li>Appreciation for Deep Work: *During your normal work day, not after a day a meetings*.&nbsp;</li><li>Autonomy &amp; Freedom: Create a work environment that is sustainable for you. We place a high amount of trust and responsibility with our team members from the start.&nbsp;</li></ul><div><br>At Close, everyone has a voice. We encourage transparency and practice a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our business - we believe you bring your best to work when you practice self-care (whatever that looks like for you).&nbsp; <br><br>We come from 20+ countries located in 5 of the 7 continents. We’re a collection of talented humans, rich in diverse backgrounds, lifestyles, and cultures. Every year we meet up somewhere around the world to spend time with one another. These gatherings are an opportunity to strengthen the relationships within our global community.<br><br>Our team is growing in more ways than one - in the last few years, we've launched 24 babies (and counting!). Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our people and help our customers become more successful. <br><br><em>Our application process was designed to promote equitable and unbiased hiring practices. We ask a small series of questions that are similar to what would be asked in the first interview. This helps us learn more about you right from the start so please be sure to answer each question thoughtfully. Each application will receive two screens by two different reviewers. Regardless of fit, you will hear back from us letting you know if we'll be moving forward.</em></div><div><br></div><div><em>Interested in </em><a href="https://close.com/"><em>Close</em></a><em> but don't think this role is the best fit for you? View our </em><a href="http://jobs.close.com/"><em>other positions</em></a><em>.</em></div>

Remote Customer Support Engineer (100% Remote)

<strong>Time zones:</strong><span class="listing-tag" id="time_zones"> SBT (UTC +11)</span>, <span class="listing-tag" id="time_zones"> GMT (UTC +0)</span>, <span class="listing-tag" id="time_zones"> CET (UTC +1)</span>, <span class="listing-tag" id="time_zones"> EET (UTC +2)</span>, <span class="listing-tag" id="time_zones"> MSK (UTC +3)</span>, <span class="listing-tag" id="time_zones"> CVT (UTC -1)</span>, <span class="listing-tag" id="time_zones"> WAT (UTC +1)</span>, <span class="listing-tag" id="time_zones"> SAST (UTC +2)</span>, <span class="listing-tag" id="time_zones"> EAT (UTC +3)</span><br><br><div><strong>What are we looking for?</strong></div><div>We are looking for an experienced and technologically informed project manager who can deliver digital platform (i.e. online marketplace) projects within meticulously planned scopes, budgets and time frames.</div><div><br>Our ideal candidate has a proven track record of collaborating with internal and external stakeholders to ensure that product specifications are technically feasible, user-friendly, and aligned with our clients’ business goals. This should be complemented by technical execution skills such as familiarity with an Agile approach to software development.</div><div><br>Your eye for detail, high levels of energy and superior communication skills make you an indispensable link between our clients and our development team. You know how to manage risk and avoid bottlenecks, while driving optimal productivity (e.g. by maintaining a healthy backlog of two to three pre-planned sprints).</div><div><br></div><div><strong>Job Requirements:</strong></div><div><em><br>Responsibilities:</em></div><ul><li>Ownership of full project lifecycle</li><li>Break project scope down into executable tasks, to be assigned with time frames</li><li>Develop detailed project plans to monitor and track progress</li><li>Take the lead in planning meetings, ensuring milestones are met</li><li>Clear roadblocks</li><li>QA of all project deliverables</li><li>Manage changes to project scope, schedule and costs, including impact analysis</li><li>Evaluate and report on project performance</li><li>Manage client relationships; set and manage client expectations</li><li>Escalate issues timeously when necessary</li></ul><div><strong><br></strong><em>Our expectations of you:</em></div><ul><li>5+ years experience of managing digital projects (ideally complex products such as online marketplaces or SaaS platforms)</li><li>5+ years experience of working with technical teams (preferably within a web agency environment)</li><li>2+ years experience of working with Jira</li><li>Certification in Agile methodology and/or Scrum framework</li><li>Managed projects with a minimum budget of £500,000 per year</li><li>Sound understanding of website development, technologies, and testing methodology</li><li>Familiarity with website monitoring, performance, and analytics tools</li><li>Strong understanding of the customer journey and how to map out user flows</li><li>Proven ability to set priorities and deliver high-quality outcomes within a high-volume work environment with strict time constraints</li><li>Proven client liaison and customer service experience</li><li>Ability to interpret technological requirements and communicate them to technical and non-technical customers (internal and external)</li><li>General skills:<ul><li>Organised</li><li>Meticulous</li><li>Data-driven</li><li>Strong interpersonal and communication skills</li><li>Good troubleshooting background and problem-solving skills</li><li>Experience with managing remote teams</li><li>Ability to simplify complex workflows</li></ul></li></ul>

Remote Digital Project Manager (Online Marketplace & Ecommerce)

<strong>Time zones:</strong><span class="listing-tag" id="time_zones"> EST (UTC -5)</span><br><br><h1>Job Description: Customer Success Specialist (TimeTap)</h1><div>&nbsp;</div><div>&nbsp;</div><div>About Lumaverse Technologies:</div><div>&nbsp;</div><div>Lumaverse Technologies helps nonprofits, businesses, and schools build active communities—our solutions make it easier for members, volunteers, donors, event attendees, and parents to get involved and stay informed. Anchored by SignUpGenius, America’s #1 sign up app, Lumaverse touched over 190M customers last year in our mission to build group technology solutions that light the way to increased engagement, data-driven insights, and streamlined group management.&nbsp;</div><div>&nbsp;</div><div>When you work with Lumaverse, you're signing up to build and ship with an agile team of people who like to get things done, simply and at a huge scale. You'll also be part of a company that is a perennial winner of the Best Places to Work Award due to its creative, fun, and caring culture.</div><div>&nbsp;</div><div>TimeTap, powered by Lumaverse, is a leading Enterprise appointment scheduling software used by large companies (Amazon, Facebook, IBM, Nationwide), government agencies, and small businesses worldwide to book appointments online.&nbsp;<br><br>This is a remote role residing within the Charlotte, NC Metro area. The candidate must be local to Charlotte, NC.</div><div>&nbsp;</div><div>Would you like to join a fast-paced customer-centric support team? Are you comfortable multi-tasking and saying yes to anything that may come your way? We’re looking for a passionate, hardworking team player who isn’t afraid to research and test options to find solutions. You’ll be the first point of contact when our users reach out and you’ll use your finely honed organizational skills to create a positive experience for our TimeTap customers. Our team works hard to ensure our customer base succeeds and feels comfortable using the TimeTap solution. If this sounds like the challenge you’re up for – we want to hear from you!</div><div>&nbsp;</div><div>Responsibilities:</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Create a positive experience for all TimeTap customers by providing multi-channel support to a large volume of users</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Represent Lumaverse and TimeTap with a friendly, helpful attitude that assures customers of the company’s commitment to their satisfaction</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Provide email/messaging and phone support to existing users</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Build relationships by engaging customers with helpful solutions while presenting options for more advanced functionality</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Communicate (with details!) to the larger TimeTap team any bugs or common issues that users are facing</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Provide clear and thorough written responses to our user’s questions</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Help manage feedback from users regarding bug fixes or new feature ideas</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Utilize software applications for customer support, tracking site issues, and documenting workflow<br><br></div><div>Requirements:</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Bachelor’s degree&nbsp;</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Minimum of two years experience in a similar role</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Superior written and verbal communication skills</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Strong abilities in explaining instructions via email as well as speaking by phone with users to walk them through successful steps to resolution</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Experience with Zendesk a plus</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Approachable nature when working with others to solve problems</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Ability to work independently while effectively prioritizing and managing tasks</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Problem solver – proficiency in troubleshooting and following logical steps and procedures</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Patience (Yes! It’s a skill!)</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Excellent organizational and time management skills</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Self-motivated and able to handle responsibilities without consistent oversight</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Ability to work successfully in a team environment, remote or in person</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;A positive, flexible, can-do attitude</div><div>&nbsp;</div><div>Terms of Employment:</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Full time</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Salary: DOE</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Location: Remote within the Charlotte, NC area</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Start Date: Immediately</div><div>·&nbsp; &nbsp; &nbsp; &nbsp;Benefits: group health insurance (medical, dental, and vision), 401(k) matching, life insurance, disability, 8 holidays, unlimited PTO, employee-centric giving program, end-of-year bonus, professional development, and more.</div><div>&nbsp;</div><div>&nbsp;</div><div>To apply, please send your resume and cover letter in <em>PDF format</em> to resume [at] Lumaverse [dot] com</div><div><br></div>

Remote Customer Success Specialist (TimeTap)

<strong>Time zones:</strong><span class="listing-tag" id="time_zones"> SBT (UTC +11)</span>, <span class="listing-tag" id="time_zones"> GMT (UTC +0)</span>, <span class="listing-tag" id="time_zones"> CET (UTC +1)</span>, <span class="listing-tag" id="time_zones"> EET (UTC +2)</span>, <span class="listing-tag" id="time_zones"> MSK (UTC +3)</span>, <span class="listing-tag" id="time_zones"> AST (UTC -4)</span>, <span class="listing-tag" id="time_zones"> FKST (UTC -3)</span>, <span class="listing-tag" id="time_zones"> CEST (UTC +2)</span>, <span class="listing-tag" id="time_zones"> BST (UTC +1)</span>, <span class="listing-tag" id="time_zones"> JST (UTC +9)</span>, <span class="listing-tag" id="time_zones"> CST (UTC +8)</span>, <span class="listing-tag" id="time_zones"> WIB (UTC +7)</span>, <span class="listing-tag" id="time_zones"> MMT (UTC +6:30)</span>, <span class="listing-tag" id="time_zones"> BST (UTC +6)</span>, <span class="listing-tag" id="time_zones"> NPT (UTC +5:45)</span>, <span class="listing-tag" id="time_zones"> IST (UTC +5:30)</span>, <span class="listing-tag" id="time_zones"> UZT (UTC +5)</span>, <span class="listing-tag" id="time_zones"> IRDT (UTC +4:30)</span>, <span class="listing-tag" id="time_zones"> GST (UTC +4)</span>, <span class="listing-tag" id="time_zones"> CVT (UTC -1)</span>, <span class="listing-tag" id="time_zones"> WAT (UTC +1)</span>, <span class="listing-tag" id="time_zones"> SAST (UTC +2)</span>, <span class="listing-tag" id="time_zones"> EAT (UTC +3)</span><br><br><div>Our goal in support is to help clients succeed. We are hiring support experts for <a href="https://wpml.org/">WPML</a> team. You’ll troubleshoot problems and help clients use our products. You’ll be working closely with other supporters, with the development team, and with the documentation team.<br><br></div><div><strong>Being an OnTheGoSystems supporter is about helping people.<br></strong><br></div><div>We work hard and have fun together. We are offering work from home with a very strong team of supporters and developers. Our support team is divided into smaller teams within similar time zones, where supporters can consult and help each other.<br><br></div><div>You will be replying to questions from clients, debugging issues, looking at configurations and code lines, talking to other team members and escalating issues or features to our development teams.<br><br></div><div>You will, of course, need to <strong>know WordPress inside out</strong> including templates, taxonomy, custom post types, and more, and it would be a nice plus if you have some experience with our products (WPML &amp; Toolset).<br><br></div><div>It’s important to be a good team player, an excellent communicator, to be creative, straightforward and honest.&nbsp;<br><br></div><div>You do need a reliable strong internet connection (we have calls daily) and self-discipline, especially when you are almost done but there’s a client reporting an issue that needs debugging.<br><br></div><div>We are looking for people who know what GIT, WP Loop, PhpStorm, Taxonomy and .MO files are, and if they don’t are very happy to learn! We are constantly teaching ourselves new technologies and workflows and we have an intensive training program both for newbies and experienced supporters. Above all, we are looking for people who just <strong>love helping others and get satisfaction from resolving problems</strong>.<br><br></div><div><strong><br>Requirements<br></strong><br></div><div>– At least 2 years of proven experience in a <strong>Technical</strong> Customer support role<br><br></div><div>– Experience building websites using WordPress<br><br></div><div>– Excellent English skills (both written and spoken)<br><br></div><div>– Outstanding problem-solving skills<br><br></div><div>– Being able to work one day over the weekend (not a must-have but a huge advantage)<br><br></div><div><strong><br>What we offer<br></strong><br></div><div>This is a <strong>100% remote position. </strong>Candidates must be self-motivated, focused, and organized to succeed.<br><br></div><ul><li>Be part of a team of smart, self-driven individuals.</li><li>Get a full-time and steady position.</li><li>Meet and collaborate with team members across the globe.</li></ul><div><strong><br>Perks<br></strong><br></div><ul><li>A generous home-office setup budget to create or improve your workspace</li><li>A yearly scholarship</li><li>Kindle device and access to our library</li><li>Paid holidays</li></ul><div>We come from all around the world, from many different cultures, speak dozens of languages, and make beautiful products. We invite you to become part of a special team!<br><br></div>

Remote Experienced WP Technical Supporters

<strong>Time zones:</strong><span class="listing-tag" id="time_zones"> EST (UTC -5)</span>, <span class="listing-tag" id="time_zones"> MST (UTC -7)</span>, <span class="listing-tag" id="time_zones"> ART (UTC -3)</span>, <span class="listing-tag" id="time_zones"> UTC -4</span>, <span class="listing-tag" id="time_zones"> UTC -4:30</span>, <span class="listing-tag" id="time_zones"> UTC -3</span>, <span class="listing-tag" id="time_zones"> UTC -2</span>, <span class="listing-tag" id="time_zones"> JST (UTC +9)</span>, <span class="listing-tag" id="time_zones"> CST (UTC +8)</span>, <span class="listing-tag" id="time_zones"> WIB (UTC +7)</span>, <span class="listing-tag" id="time_zones"> MMT (UTC +6:30)</span>, <span class="listing-tag" id="time_zones"> BST (UTC +6)</span>, <span class="listing-tag" id="time_zones"> NPT (UTC +5:45)</span>, <span class="listing-tag" id="time_zones"> IST (UTC +5:30)</span>, <span class="listing-tag" id="time_zones"> UZT (UTC +5)</span>, <span class="listing-tag" id="time_zones"> IRDT (UTC +4:30)</span>, <span class="listing-tag" id="time_zones"> GST (UTC +4)</span><br><br><div>As an <strong>Advanced Support - Senior Manager </strong>(LatAm or SE Asia), you will lead a team who are responsible for resolving the more technically challenging queries whilst also enabling the more junior members to achieve these outcomes themselves. We have an amazing Global Customer Support team ensuring that our enterprise customers around the globe receive world-class service of the highest level, and now we need you!<br><br><strong>WHAT YOU GET TO DO:<br></strong><br></div><div>This role will bring a strong level of ownership for your personal success in reaching your targets on a daily basis. You will go the extra mile to find creative solutions to accommodate customer requests and queries. As part of your role in this team, you will answer inbound calls and emails from customers in an efficient and timely manner. You will troubleshoot, negotiate and provide information and solutions to customers and do so with the highest standards of professional customer care.&nbsp;<br><br></div><div>You will enjoy working in a dynamic fast paced environment where you are ready to step outside your comfort zone from time to time. We believe there is no failure, there are only opportunities to embrace and learn from new experiences as we move forward. This role will bring a high level of accountability and you will thrive under pressure.&nbsp;<br><br></div><div>You will be able to communicate effectively and efficiently with all of our users who are seeking your help or advice. Your communications skills are critical for strengthening the relationships with our users. You will have contact with users through inbound &amp; Outbound calls, Chat and Email channels.&nbsp;<br><br></div><div>You are able to coach, mentor and lead a team or managers, providing help when they need it and bringing out their very best. You know how to provide feedback and manage performance. You are a perfect match to what we are looking for if you find yourself constantly striving for more and doing your best every day to achieve excellent results.<br><br></div><ul><li>Provide strong leadership that guides the team to think both tactically and strategically in the delivery of support.&nbsp;</li><li>Be very customer focused with strong communication and interpersonal skills&nbsp;</li><li>Deliver results against a defined set of objectives that includes tactical metrics, strategic innovation, and cross functional collaboration between disparate organizations internally.&nbsp;</li><li>Establish team OKRs and metrics to keep team members accountable&nbsp;</li><li>Develop, implement, and maintain effective internal and external communication&nbsp;</li><li>Identify and plan for future resourcing needs&nbsp;</li><li>Recruit and on-board staff as required&nbsp;</li><li>Ensure effective communication within the business by holding staff meetings, and Employee roundtables to provide clear and concise direction;&nbsp;</li><li>Develop and maintain effective management of staffing, training, coaching, performance standards, and supervision.&nbsp;</li><li>Provide development to all levels of employees from Advisor to manager level, ensure successful succession planning within the operation;&nbsp;</li><li>Ensuring targeted service and performance standards are achieved or exceeded.&nbsp;</li><li>Manage metrics, customer satisfaction, and reporting on statistical performance levels related to the business.&nbsp;</li><li>Develop analytic, strategic and technical resources to meet client expectations and ensure satisfaction.&nbsp;</li><li>Manage escalations and collaborate with peers.&nbsp;</li><li>Engage directly with customers (external and internal) as required to ensure customer satisfaction&nbsp;</li><li>Ancillary project management.&nbsp;</li><li>Ensure employee satisfaction, engagement and proactive retention&nbsp;</li><li>Take ownership by coordinating the feedback to the customer where analysis is required from other implementation and development departments&nbsp;</li></ul><div><br></div><div>The role is diverse especially as you'll be working with global clients and partners across multiple continents. In order to achieve this, you'll first need to become familiar with transaction processing concepts. Agents receive and give training to colleagues across departments on a regular basis, thus you will be receiving extensive support. &nbsp;</div><div><br></div><div><strong>What it takes to succeed:</strong></div><ul><li>Bachelor's Degree in Computer Science or Computer Engineering and/or equivalent working experience. &nbsp;</li><li>Minimum 7-10 years of management experience leading a global customer service organization.&nbsp;</li><li>10+ years of professional experience in support or engineering in finance and/or technology.&nbsp;</li><li>A proven track record of delivering exceptional service for customer&nbsp;</li><li>Strong negotiation, interpersonal, written, oral communication and presentation skills required&nbsp;</li><li>Experience building, operating and enhancing 24x7x365 customer support teams.&nbsp;</li><li>Experience working cross-functionally and articulating complex problems clearly.&nbsp;</li><li>A passion and talent for writing along with excellent verbal communication skills.&nbsp;</li><li>Exceptional business acumen coupled with high emotional intelligence&nbsp;</li><li>Excellent coaching skills required&nbsp;</li><li>Fluent in English&nbsp;</li><li>Demonstrated success in creative problem solving, finding viable alternative solutions to keep the customer’s issues resolved &nbsp;</li><li>You Possess the ability to translate incidents into a systematic improvement in systems and processes.&nbsp;</li><li>Team player skills to collaborate inside and outside the organization to achieve team and product success&nbsp;</li><li>You have a Player/Coach mindset&nbsp;</li><li>Open-mindedness, willingness to learn, and ability to fail fast to keep progress moving forward&nbsp;</li><li>Passion to engage in solving customer issues and helping them succeed&nbsp;</li><li>Experience with Postman or relevant tools&nbsp;</li><li>Excellent verbal and written communication skills in English – to ensure customer issues and resolutions are understood, translated and documented accurately&nbsp;</li><li>Working knowledge of Linux Commands, SQL scripts.&nbsp;</li><li>Knowledge on DevOps automation tools is a plus i.e. Jenkins, ELK, DataDog, Terraform etc.&nbsp;</li></ul><div><br><strong>WHAT YOU CAN LOOK FORWARD TO:<br></strong><br></div><div>At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse, global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale.&nbsp;</div>

Remote Advanced Support - Senior Manager (SE Asia or LatAm)

<div>Please read the Job Description <strong><br><br><br></strong>We are looking for an enthusiastic person to join our amazing customer service team and help Tom’s Key Company grow as a valued team member.&nbsp; The primary focus of this position is helping customers efficiently and effectively through phone, email, live chat, and any other communications methods needed.<br><br></div><div><br>About Tom’s Key Company<br><br></div><div><br>Tom's Key Company (TomsKey.com) is a quickly growing online store that provides do-it-yourself spare car keys and remote fob solutions to vehicle owners in USA and Canada. This enables customers to save money over expensive dealership prices for an extra key or remote. &nbsp;<br><br></div><div><strong><br>Role and Responsibilities:<br></strong><br></div><div><br></div><ul><li>Provide exceptional customer service that leaves customers amazed.&nbsp;</li><li>Respond to customers from USA &amp; Canada who call or text us by speaking with customers on the phone or responding to their text.&nbsp; Currently, we use Dialpad for text and phone calls.</li><li>Reply to customers' messages (primarily email and live chat) through helpdesk software. (We use GrooveHQ, similar to Freshdesk and Zendesk)</li><li>Before a sale: Research and answer questions from potential customers.&nbsp;</li><li>After a sale: Communicate with customers to provide great customer service by solving problems, providing order updates, and requesting reviews when a customer has had a great experience.&nbsp;</li><li>Complete administrative tasks such as logging new orders, screening incoming orders for problems, process returns, entering data, and issuing replacement or refunds for orders where appropriate.</li><li>Perform some basic Shopify tasks such as order fulfillment, canceling an order, editing an order, process refunds, making an invoice, generating discount codes.</li><li>Contribute ideas to make customer service more efficient and consistent.</li><li>Monitor Tom’s Key Company’s social media accounts such as Facebook, Instagram, and Youtube and respond to messages, comments, and inquiries.</li><li>Performs Customer Service Admin/Ad-hoc Tasks when needed.&nbsp;</li><li>Ability to participate in regular team meetings. Typically twice per week.</li><li>Full-time work (40 hours per week). Working hours are flexible but must be willing to work during US daytime (night or graveyard in PH Time) to provide support for customers.&nbsp;</li><li>Coordinate working schedules with other team members to provide coverage for customer service.</li></ul><div><br></div><div><strong><br>Qualifications:&nbsp;<br></strong><br></div><ul><li>Native Spanish Speaker</li><li>Fluent in English</li><li>3 or more years experience in Customer Service through phone and email.</li><li>3 or more years experience in e-commerce as a Customer Service Representative&nbsp;</li><li>Attentive to details.&nbsp;</li><li>Excellent English, both written and verbal skills.&nbsp;</li><li>Comfortable providing support to customers in English via phone.</li><li>Interest in automotive vehicles.&nbsp;</li><li>Have a basic knowledge of and / or experience repairing cars, trucks, motorcycles, or other machinery/electronics. Basic troubleshooting and problem-solving skills are essential.</li><li>Experience with helpdesk and ecommerce software such as:&nbsp;</li><li>Customer support (e.g. Groove HQ, Zendesk, Gorgias, or similar)</li><li>Shopify or Amazon Seller Central</li><li>Knowledgeable in G-Suite applications such as Google Drive, Google Docs, Google Sheets, Google Slides, and Google Meet.&nbsp;</li><li>Ability to empathize with customers and understand their perspectives when solving problems, but still keep the business needs in mind. Willing to make decisions within established boundaries.&nbsp;</li><li>Problem solver and independent worker.&nbsp;</li><li>Passionate about learning. Training will be provided to help this team member learn their role and responsibilities. As a growing company, there is much opportunity to learn new things, including working with minimal supervision and having the initiative to research and learn new things.</li><li>Computer access with high-speed internet.</li></ul><div>How to Apply:</div><div>If you are interested in applying for this job opportunity, submit your Curriculum Vitae through this link&nbsp; https://forms.gle/eHu5jqPKEc8n6ngEA with the subject in your application letter as Amazing Customer Service Representative: Your Name - Car Keys. Explain why you are a great candidate in your cover letter. Good Luck!</div><div><br></div>

Remote Customer Service Representative - Spanish Speaker

<strong>Time zones:</strong><span class="listing-tag" id="time_zones"> EST (UTC -5)</span>, <span class="listing-tag" id="time_zones"> CST (UTC -6)</span>, <span class="listing-tag" id="time_zones"> MST (UTC -7)</span>, <span class="listing-tag" id="time_zones"> PST (UTC -8)</span>, <span class="listing-tag" id="time_zones"> AKST (UTC -9)</span>, <span class="listing-tag" id="time_zones"> HST (UTC -10)</span>, <span class="listing-tag" id="time_zones"> AST (UTC -4)</span>, <span class="listing-tag" id="time_zones"> NST (UTC -3:30)</span><br><br><div><strong>Come Join Our Team!</strong><br><br></div><div>Assignr is a SaaS platform used by referee/umpire associations and sports leagues to manage, assign and pay sports officials.</div><div><br>We work with 40,000 referees and umpires worldwide, and provide easy-to-use tools to manage the schedule, assign officials to games, communicate, and pay officials across a multitude of sports.</div><div><br>We strive to provide outstanding support to our customers, and we are looking for a team member to help us out. Most of our customer support is provided via email, although we do provide some support by phone and via Zoom web conference.</div><div><br>As a member of the Assignr support team, you will:</div><ul><li>Respond to and handle tech support tickets, including resetting passwords, helping customers navigate and use the system, and scheduling/conducting short Zoom walk-throughs for more challenging support questions.</li><li>Develop the technical support knowledge base of our software platform, including writing help documents and creating how-to video tutorials.</li><li>Answer incoming customer phone calls to listen to and resolve issues, answer questions, and capture feedback for how Assignr can improve the user experience.</li><li>Troubleshoot technical issues within the system and solve problems as they arise.</li></ul><div><strong>Requirements</strong></div><ul><li><strong>Autonomy: </strong>We’re looking for someone who can work independently with minimal guidance or oversight.</li><li><strong>Attention to Detail: </strong>You are thorough and accurate when reading, interpreting and performing tasks.</li><li><strong>Client Relations/Customer Service: </strong>You enjoy providing great service to our customers.</li><li><strong>Communication: </strong>You are fluent in English, and can effectively listen and share knowledge and information with others. You communicate effectively, both in written and oral forms, using proper spelling and grammar.</li><li><strong>Problem-Solving Skills: </strong>You use critical thinking skills to work through the details of a problem to reach a solution.</li><li><strong>Resourcefulness: </strong>You can creatively handle new situations or difficulties skillfully and promptly.</li><li><strong>Taking Initiative + Self-Driven: </strong>You can see an opportunity or need and act upon it without being asked or told. You like making things happen, rather than waiting for something to happen.</li></ul><div><strong>Working Hours</strong></div><ul><li>This is a part-time contract position. We expect the workload to be approximately 20 hours per week.</li><li>At least half of your work time should be scheduled within Eastern time working hours of 9am-5pm, Monday-Friday.&nbsp;</li><li>You must be located in the Pacific, Mountain, Central, or Eastern time zones.</li><li>This position is not eligible for work visa sponsorship.</li></ul><div><strong>Benefits</strong></div><ul><li>USD $25/hour</li><li>Flexible schedule</li><li>Fully remote position – you just need a laptop and reliable Internet access.</li></ul><div><strong>Required Education and Experience</strong></div><ul><li>Minimum formal education of high school diploma or GED.</li><li>Intermediate computer knowledge a must, including the use of web apps in general, and understanding web technology from an end-user’s perspective.</li><li>Ability to independently learn and implement new technologies quickly.</li></ul><div><strong>Preferred Education and Experience<br></strong><br></div><div>Previous experience handling technical support for a SaaS company is highly preferred.</div><div><br><strong>To Apply</strong></div><div><br>We will only accept applications through our <a href="https://www.assignr.com/jobs/apply">online job application form</a>. Applications will be reviewed on a rolling basis until the position is filled.&nbsp;<br><br></div><div>For questions, please contact us at jobs@assignr.com. No phone calls, please.</div>

Remote Customer Support Specialist

<div><em><br>Hey you,<br></em><br></div><div><em>Looking for a job sucks. Not dissimilar to dating, it's a grueling process that leaves some feeling unappreciated and vulnerable.</em></div><div><em><br>What's more, it’s so frustrating to have to wade through vague descriptions and buzzwords to decipher what a company really wants out of you. Trying to make sure it won't be a thankless exploitation for long hours of something you really don't give a crap about.</em></div><div><em><br>This may be a maddening or difficult time, and whether or not we end up working together, I hope you find something that fuels you, brings you happiness, and takes advantage of your skills.</em></div><div><em><br>Hang in there,&nbsp;<br>Susan</em></div><div><em>Chief Operating Officer, Scanned Inc.<br></em><br></div><div><br></div><h1><strong>About the Position</strong></h1><div>Scanned Inc. is a design-driven consumer electronics design and software company. Our flagship product line, <a href="https://www.getdoxie.com/">Doxie</a>, has offered award-winning document scanners for going paperless since 2008; <a href="https://www.barcodeproducer.com/">Barcode Producer</a> is the industry-leading design suite for creating barcodes for packages and products.<br><br></div><div>We’re hiring a <strong><em>Technical Customer Advocate</em></strong> to provide customer support for our four different brands of hardware and software products.</div><div><strong><br>This job is offered as a remote position. All positions at Scanned Inc. are remote-friendly.</strong> Remote work isn't new to us — we've done it for quite a while, and we're very good at it — and we're organizationally "remote-first."<br><br></div><h1><strong>What You’ll Be Doing</strong></h1><div>As a Technical Customer Advocate, you’ll spend the majority of your time responding to requests from current and prospective customers, mostly via email. Most interactions are a mix of troubleshooting and providing empathetic customer service that makes people feel heard.<br><br></div><div><br>Here’s what that might look like day-to-day:<br><br></div><ul><li>Helping customers solve problems with kindness and compassion, and empowering them to resolve issues independently.</li><li>Responding to customers where they contact us: primarily via email, but occasionally, you’ll interact with customers via phone, chat, or social media.</li><li>Troubleshooting and diagnosing technical issues and escalating complex cases to senior staff when appropriate.</li><li>Developing and maintaining product knowledge: you’ll be trained on our products' ins and outs, and you’ll stay informed on trending issues and product updates.</li><li>Assisting with writing and maintaining customer-facing help pages, internal documentation, and standard responses to our most common questions.</li><li>Monitoring and responding to product reviews on Amazon and our other selling platforms</li></ul><div><br></div><h1><strong>About You</strong></h1><div>We love our customers, and we want to make sure they have the best experience possible whenever they contact us. That’s where you come in!<br><br></div><div><strong><br>This role may be great for you if:</strong></div><ul><li>You love to solve tricky technical problems. You are driven to find the underlying issue and how to resolve it.</li><li>You’re patient, empathetic, and enjoy understanding others.</li><li>You don’t mind asking questions or explaining things twice (or sometimes more).</li><li>You’re curious and adaptable, with the ability to shift strategies quickly to meet the needs of our customers.</li><li>You enjoy working independently and can keep yourself on track with minimal supervision.</li></ul><div><strong><br>An ideal candidate will have:</strong></div><ul><li>At least one year of experience in customer support or a related field</li><li>Excellent written and verbal communication skills - much of the day is spent communicating in written form with both customers and team members.</li><li>Strong interpersonal skills, compassion, enthusiasm, and diligence.</li><li><strong>BONUS:</strong> Experience in at least one of these industries or specialties – consumer electronics, consumer goods, B2C software, B2B software, product design, engineering.</li><li><strong>BONUS:</strong> Experience working with customers via ticketing software</li></ul><div><br>We welcome all applicants regardless of race, color, religion, age, pregnancy, gender identity or expression, disability, or sexual orientation.<br><br></div><div><br></div><h1><strong>Benefits &amp; Perks</strong></h1><div>💰 <strong>Salaried Position</strong></div><div><br>This is a full-time salaried position offered at 45,000-50,000 USD per year.<br><br></div><div>😷 <strong>Medical &amp; Vision Insurance</strong></div><div><br>100% paid health insurance (BCBS) and 100% paid vision (Community Eye Care) — <em>as of right now, these are offered to U.S. candidates only.<br></em><br></div><div><strong>🧑‍⚕️ Included On-demand Telehealth Doctor Visits</strong></div><div><br>Our health insurance plans make available on-demand virtual visits with board-certified doctors. See a doctor, therapist, or psychiatrist via your phone, computer, or mobile app — anytime, anywhere (24/7/365).</div><div><br>🙆 <strong>Flexible Spending Accounts (FSA &amp; DCFSA)</strong></div><div><br>Full Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA) offered for setting aside a portion of your earnings (pre-tax) to pay for qualified medical and/or dependent care expenses. <em>(As of right now, FSAs are U.S. only)<br></em><br></div><div><br>👶 <strong>Parental Leave</strong>&nbsp;<br><br>To give parents additional flexibility, time to bond with their new child, and adjust to their new family situation, Scanned Inc. will provide up to 12 weeks of fully paid Parental Leave to eligible employees — regardless of gender or sexual identity — who are becoming a parent through childbirth, surrogacy, or adoption of a minor. Parental Leave can be taken consecutively or over the course of a 12-month timeframe.<br><br></div><div>🏖 <strong>Open Vacation Policy</strong>&nbsp;<br><br>Scanned Inc. has an open vacation and time off policy, with no set number of days per year. Take the time you'd like and need.</div><div><br>💻 <strong>All the Hardware and Tools You Need to be Successful<br></strong><br></div><div>Company-owned Macs, software, and other necessary equipment to successfully perform your responsibilities will be made available to you.<br><br></div><div>🧻 <strong>No Corporate Bullshit</strong></div><div><br>Work with real people who believe in doing great work that delights our customers.<br><br></div><div>🗺 <strong>Work Anywhere</strong></div><div><br>Live and work from wherever you'd like. Our team is scattered throughout the world. Scanned Inc. is "remote-first."<br><br></div><div>🪴 <strong>Furnish Your Home Office</strong></div><div><br>Up to $500 to furnish your home office.<br><br></div><div>🥳 <strong>Mandatory Birthday Leave</strong></div><div><br>Take time off on your birthday and the birthdays of other people living in your household.<br><br></div><div>⛵️ <strong>Sabbatical Leave<br></strong><br></div><div>Take a consecutive month off, fully paid, after every 4 years with Scanned Inc.<br><br></div><div>🧐 <strong>Fuel your Curiosity</strong></div><div><br>Scanned Inc. will reimburse up to $420 per calendar year for your continued learning and development. This can be related to any topic you'd like to learn about — whether it's related to work or not. This includes online courses, in-person classes, live training, and/or digital news subscription such as The Economist, Wall Street Journal, or New York Times.<br><br></div><div>📚 <strong>Shelf-Awareness<br></strong><br></div><div>Each year, we'll pay up to $250 for you to read books, the way you like. That can be an Audible subscription, Kindle Unlimited subscription, physical books, or any e-reading equipment, like a Kindle Paperwhite, etc.<br><br></div><div>🔬 <strong>Tinker Projects</strong></div><div><br>Monthly engineering and design projects to further your knowledge of how science and math principles tie into everyday objects' design and function.<br><br></div><div>🏋️ <strong>Online Fitness Membership</strong></div><div><br>Stay moving with an online fitness membership program — like Apple Fitness+, Peloton Digital Membership, DailyBurn, etc. Reimbursement up to $180 per calendar year.</div><div><br>🧠 <strong>Meditation &amp; Mindfulness Practice<br></strong><br></div><div>Take advantage of an online meditation app — like Headspace or Calm — or different mindfulness practice (up to $70 per year).<br><br></div><div>🌬 <strong>Breathe Easy</strong></div><div><br>The air you breathe in your home affects your health, productivity, and overall quality of life. We offer every new employee an air purifier to improve their indoor air quality.<br><br></div><div><strong><br></strong><br></div>

Remote Technical Customer Advocate

<strong>Time zones:</strong><span class="listing-tag" id="time_zones"> EST (UTC -5)</span>, <span class="listing-tag" id="time_zones"> CST (UTC -6)</span>, <span class="listing-tag" id="time_zones"> MST (UTC -7)</span>, <span class="listing-tag" id="time_zones"> PST (UTC -8)</span>, <span class="listing-tag" id="time_zones"> UTC -4</span>, <span class="listing-tag" id="time_zones"> UTC -3</span>, <span class="listing-tag" id="time_zones"> UTC -2</span>, <span class="listing-tag" id="time_zones"> GMT (UTC +0)</span>, <span class="listing-tag" id="time_zones"> CET (UTC +1)</span><br><br><div>As a Technical Support Engineer for HelpSpot, our help desk software application, you’ll have the unique opportunity to directly impact the happiness and growth of our customer base by providing world-class technical support.<br><br>Our product is mission-critical to our customers’ businesses. As such, the Technical Support Engineer’s role is key as an initial point of contact with all current and prospective customers<br><br>This is a unique role for an exceptional individual with the technical chops and people skills needed to work closely with customers on challenging technical issues.<br><br>Day-in-the-life:<br><br>* Answer support inquiries ranging from installation to usage and optimization.<br>* Help on-premise customers with installation and configuration issues on Windows and Linux via email/phone/Zoom.<br>* Fix a HelpSpot Cloud instance that is having an SSL certificate issue.<br>* Document bugs and feature requests.<br>* Help a customer create the right ticket filter to bring up the information they need for a report to their management.<br><br>Occasionally:<br><br>* Write product documentation.<br>* Assist with product testing on new releases.<br>* Assist with support within our family of products (Thermostat, LaraJobs, and Laracon).<br>* Contribute to product design meetings as a customer advocate.<br>* Run training sessions with customers.<br>* Make code changes to HelpSpot.<br><br>Role requires:<br><br>* Patience and empathy.<br>* A passion for solving challenging problems.<br>* A solid understanding of Windows and Linux.<br>* Experience with the internet stack (network, web server, application, database).<br>* Experience with PHP.<br>* Experience with B2B software and ideally using help desk software.<br>* Excellent written and communication skills.<br>* Knack for making technical jargon accessible.<br><br>Ideal candidates:<br><br>* Have supported software using PHP/Laravel/Wordpress on Windows/Linux<br>* Have experience providing technical support to customers via telephone and email<br>* Have mastered various B2B software applications to a level where they could train others<br>* Have an entrepreneurial spirit<br>* Are in a US or EU timezone<br><br>Salary and Benefits<br><br>* Salary: $90,000<br>* Half-day Fridays<br>* 100% of the employee's medical, dental, and vision premium (US-based employees)<br>* Start with 3 weeks of paid time off<br>* 3% of your salary contributed to 401k (US-based employees)<br>* Top-of-the-line Apple hardware provided<br>* Fully remote with flexible start/end times<br><br>About UserScape<br><br>We are the people behind HelpSpot, LaraJobs, Laracon, Thermostat, and a few more things! We’ve been bootstrapped, profitable, and fully remote since 2005.<br><br>We’re a company of 3 full-time (soon to be 4!) and 2 part-time employees. All of us have an entrepreneurial spirit and can-do attitude to get the job done. We all work hard on the clock but respect and offer employees an outstanding work/life balance where time off, side project work, and part-time businesses are fully supported.<br><br>We’re significant advocates for open source software and many of our products directly support the open source community.<br><br></div>

Remote Technical Support Engineer

<strong>Time zones:</strong><span class="listing-tag" id="time_zones"> EST (UTC -5)</span>, <span class="listing-tag" id="time_zones"> CST (UTC -6)</span>, <span class="listing-tag" id="time_zones"> MST (UTC -7)</span>, <span class="listing-tag" id="time_zones"> PST (UTC -8)</span>, <span class="listing-tag" id="time_zones"> AST (UTC -4)</span>, <span class="listing-tag" id="time_zones"> NST (UTC -3:30)</span><br><br><div>We’re <a href="https://assetmanagementforjira.com/">Asset Management for Jira</a> (AMFJ), a SaaS tool used by over 400 customers, such as <strong>PwC</strong>, <strong>University of Arkansas</strong>, <strong>Aspiration</strong> and <strong>Podium</strong> to manage their IT asset inventory.<br><br></div><div>We’re a remotely-based, distributed team located in the US, Australia and Vietnam.<br><br></div><div>We just celebrated our 2 year anniversary, and are profitable and growing fast!<br><br></div><div>We're looking for a smart and empathetic person to join us as a Customer Success Specialist.<br><br></div><div>This is a mission critical role for us and we strongly believe that if we build this function right, it will be the biggest lever in our success.<br><br></div><div>As the first Customer Success Specialist at Asset Management for Jira, you'll be one of the founding members of the Support team and will help us build the framework, systems, and processes for how we provide high quality support to our customers.<br><br></div><div>You will be responsible for owning the full customer lifecycle — everything from pre-sales to onboarding, support, and renewals.<br><br></div><div>Your day-to-day work in this role would mean answering customer questions mostly by email, but also the occasional Zoom call. You’ll record customer suggestions, and contribute to our internal knowledge base when you learn something new (and you’ll <strong>always</strong> be learning new things).<br><br></div><div>You’ll become an expert in all areas of the product in order to be able to provide guidance on best practices and specific use cases that all our customers can employ, from a complete novice who’s running a trial to a long-time customer who’s been using AMFJ for years.<br><br></div><div>Because we're small, we all take on many different roles that are new to us, whether that's writing, UX design, or project management. Your mind, abilities, and product sense will expand every day.</div><div><br></div><h1>MORE ABOUT US</h1><ul><li>AMFJ was founded by two brothers, and we continue to build and run the product day-to-day, while answering customer emails and jumping on calls.</li><li>We are 100% bootstrapped, profitable and growing fast.</li><li>We have balanced working hours, don’t work weekends, and take ample time off. We don’t have any “managers” and we rarely do any internal meetings.</li><li>We believe that customer support is not just a chore but is rather an opportunity to make someone’s day. We strive to go above and beyond when it comes to support.</li></ul><h1>ABOUT YOU</h1><ul><li>You’ll work from home (or a co-working space if you prefer) <strong>anywhere in North America</strong>. We're pretty relaxed when it comes to working hours. However, we've noticed that most customers contact us between <strong>10am-6pm EST (UTC-5)</strong>.</li><li>You are calm and collected. You enjoy helping and talking to people. You realize that customers may ask you about the same issues repeatedly. You know that things can go really wrong sometimes and are able to deal with “fires” without losing your cool.</li><li>You’re self-managed and very well organized. You know that you will be joining an early-stage startup and that will require wearing multiple hats while not losing track of the bigger picture.<br><br></li><li>You won't need tons of technical experience, but you do need to be a quick learner, a deft decision-maker and able to empathise with customers and their individual needs and priorities.</li></ul><div><br></div><h1>HOW WE CURRENTLY DO SUPPORT</h1><div>Our first line of support is our support email address. All support emails come into Help Scout into a shared queue.<br><br></div><div>For more passive support, we actively maintain a knowledge base. Customers can access the knowledge base to see answers to common questions.<br><br></div><div>Every now and then we jump on a Zoom screen share or call a customer to further diagnose problems.<br><br></div><h1>WHAT YOU WILL DO</h1><ul><li>Answer customers’ questions with timeliness and empathy</li><li>Coach new users through the fundamentals of using our product.</li><li>Troubleshoot technical issues utilizing internal and external resources, testing things out on your own, trial and error, as well as through collaborating with the founders.</li><li>Hopping on calls to demo the product to potential customers</li><li>Collecting and reporting feedback to assist with product development decisions</li><li>Updating our knowledge base and making product training videos</li><li>Writing documentation for new releases</li></ul><h1>THE FIRST 90 DAYS</h1><div><strong>In 30 days, you will:</strong></div><ul><li>Understand the product and the space we operate in</li><li>Start writing draft responses to tickets</li></ul><div><strong>In 60 days, you will:</strong></div><ul><li>Be the first line of support for new and existing customers</li><li>Have written documentation to address common questions</li><li>Triage customer feedback and capture feature requests</li></ul><div><strong>In 90 days, you will:</strong></div><ul><li>Start demoing the product to prospects</li><li>Be an expert in the product</li><li>Create product training videos and write documentation for new releases</li></ul><h1>MUST HAVES</h1><ul><li>2+ years of Customer Support experience</li><li>Strong writing skills with a focus on clarity and accuracy</li><li>You’re a <a href="https://signalvnoise.com/posts/1430-hire-managers-of-one">Manager of One</a>. Ability to take ownership of their role, and drive it to completion with minimal supervision is critical for this role.</li><li>Ability to remain empathetic, even in difficult situations, and guide customers to efficient solutions.</li><li>Located in North America</li></ul><h1>NICE-TO-HAVES</h1><ul><li>Worked at a startup or a SaaS company before</li><li>Experience with Jira and Atlassian products</li><li>Have worked remotely before</li></ul><h1>WHAT YOU’LL GET</h1><ul><li>A competitive salary</li><li>20 days paid time off</li><li>Flexible hours</li><li>Freedom to try new things (help people the way you want)</li><li>No disruptions (we have almost no meetings)</li><li>Plenty of opportunity for further education and growth</li><li>Profit sharing</li><li>Fully paid healthcare (dental, medical, vision) coverage</li><li>401k with 3% company contribution</li></ul><div><br></div>

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