Product Support Jedi, North America

Awesome opportunity to join a fast-growth global startup with a great product! Flexibility to work remotely with a friendly team.
Award Force (www.awardforce.com) is a fast-growing Australian SaaS company with a great product, expanding internationally. We are looking for an entry level support person who can provide fast, technically accurate and friendly support to our North American client base. 
About us
Award Force is the industry-leading cloud software for organisers of awards, grants, scholarships and pitch competitions to manage submission, evaluation and award of results, online.
We provide the platform to accept awards entries/applications, allocate them to judges/evaluators who then do their judging online, all the while providing organisers clear visibility on how their program is going.
Since launching in Australia late 2013, we’ve had an outstanding market response and we’re now supporting a growing list of clients across Asia Pacific, Europe, North & South America and the Middle East.
Award Force is a beautifully designed, high quality system and we make sure all our clients have a fantastic experience!
Our growing team is distributed across 22 cities in 13 countries, mostly working from home offices.  We use a range of internet-based tools for communication and collaboration which help our teams work closely over global distance and time zones. We’re an energetic group of intelligent, creative people, driven by high standards and are passionate about creating and delivering an exceptional product and service.
Essentials
  • You’re located anywhere in North America
  • Native English speaker (or 100% fluent), bi-lingual is a bonus!
  • You are a fast learner and demonstrate the highest levels of transparency and work ethics
  • You love solving problems and helping others solve theirs 
  • You have a natural aptitude with technology, experience with SaaS and are able to learn new systems quickly
  • You’re curious and love learning. If you don’t know something, you speak up, and if you have an idea for improvement you can’t keep quiet!
  • You’re super organised and process oriented. You will be comfortable using multiple tools for various aspects of the role
  • You have fantastic interpersonal skills and are an excellent communicator, verbal and written. You are not hesitant to jump on a call with a client if need be
  • You have the ability to communicate complex issues in plain language
  • You’re calm in high-pressure situations
  • You can work independently, are self-motivated, but enjoy being part of a team
  • You write in well-constructed sentences and pay attention to detail
  • Working remotely suits you perfectly,  your natural work ethic and passion for helping people will keep you motivated!
  • You will be flexible to attend meetings outside of usual working hours on scheduled days
  • You have access to fast, reliable internet and a dedicated space to work without distractions
What we offer
  • Full-time role, based remotely
  • Competitive salary
  • Friendly, sociable, mature, responsible team 
  • Lots of training and excellent internal support
  • The opportunity to learn new skills and develop professionally – we encourage side-projects!
  • Your birthday is a holiday every year
  • 20 days annual leave
  • 38-hour working week, Monday – Friday (your weekends are yours!)
  • A budget for computer equipment (pending 3-month probationary period)
Your role

Based anywhere in North America, you will be communicating with colleagues and clients alike across countries, cultures and time zones on a daily basis.
You’ll love this role if you’re self-motivated, genuinely enjoy helping people and solving problems. Lots of energy, confidence with technology and a sense of humour are a must!
Like any good startup, it can get messy— responses may be required at odd hours, and our processes are always evolving. You’ll be part of this too. If you have a great idea, let’s test it out! We’re not big on bureaucracy, only results.  We don’t expect you to be a slave to your chair, but you will need to be flexible.
The best part about Award Force? It’s really fun 🙂 It’s a fantastic product, and the people we speak with are diverse and lovely. We work in the recognition industry— every day we help our clients uncover and reward everyday people doing exceptional things!

Responsibilities

Product Support:
  • Be the first port of call on all inbound support queries via email/tickets, phone and (later), chat. You’ll be responsible for 100% resolution of 1st level support issues
  • Adhere to our consistent (and proud!) first-time-reply metric 
  • Provide technically accurate responses after carefully testing necessary scenarios
  • Write support articles for the knowledge base
  • Advise best practices, introduce new features and keep your finger on how clients are feeling about Award Force
  • Work with the engineering team to resolve bugs and follow through with updates 
  • Work closely with the regional CSM on renewal risks
Be amazing with clients:
  • Respond quickly every time to ‘wow’ the clients
  • Able to really listen to people, get to the heart of the issue and see it through to resolution
  • Convey appreciation and respect to our clients at all times
  • Strive to build trusting relationships based on honesty and transparency
Contribute to continuous improvement:

  • Identify and report common user issues for product improvement
  • Identify and fill gaps in support documentation
  • Be on the lookout for anything that can be better

Customer Experience Manager

Crunch.io is an innovative analytics company in the market research industry. We offer a survey data analysis platform that allows market researchers, analysts, and marketers to collaborate in a secure, cloud-based environment, using an intuitive drag-and-drop interface. Crunch users can quickly gain insights from their data and communicate them to their clients. We are hiring a Customer Experience Manager to help us better support our customers and to improve the product to meet their needs.

In this position, you will

  • Provide friendly first line communication with customers
  • Develop user training materials and documentation
  • Identify and replicate bugs with the software and help our development team understand and prioritize resolutions
  • Own the customer support process to ensure that none of our users fall through the cracks
  • Analyze customer behavior to identify and prioritize areas of the product that need improvement
  • Help publicize and communicate new features by writing blog posts, user-friendly release announcements, etc.
Professional experience in software development is not a requirement for this position. This is an ideal role for someone who thinks critically and methodically, who has an intuitive sense of good user experience, and who can communicate with and translate between software developers and everyone else. Some experience with writing code will help you succeed in the role, and if you want to become a better programmer, you will have plenty of opportunities to grow.

Skills

Required skills:
  • 2 – 5 years experience in market research, survey analysis, or customer support
  • Educational or work experience in a quantitative field
  • Excellent verbal and written communication skills, including the ability to clearly explain complex topics to a variety of audiences
  • Self-motivated and able to manage and prioritize your work
  • Unwavering empathy for users
Nice to have, but not required:
  • Programming skills, or an interest in developing programming skills
  • Interest in quantitative analysis/data science (especially using R and Python)
  • Product management experience
  • Experience in remote work environments
Crunch is a well-funded, remote-first company with a collaborative and open culture. We are passionate about our product and our mission, and value work/life balance, efficiency, simplicity, and fantastic customer service.
Learn more about our team!
Crunch offers competitive salary; health, dental, and vision insurance; and equity options. We are a small but growing company spread from UTC+1 to +11, mostly in the Western hemisphere. Remote work is flexible and largely independent, yet highly cooperative.
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

Account Performance Analyst

AdThrive.com helps serious bloggers make more money with the ads on their site by acting as their trusted expert guide in the wild-west like world of online advertising. This means helping them figure out which ad placements to use, how to develop an ad strategy, and then actually installing that strategy for them. Through our work, we’re help the best creators and contributors on the web, people who have a passion for their craft (cooking, decorating, parenting, finance, investing), get to write about their passion and be paid to live their dream. We help bloggers leave their full-time jobs and stay home with their kids. We help struggling families pay their bills and find hope. We support the people who are creating the internet!
As Performance Analyst, you’re the kind of person who is passionate about helping people. It shapes your worldview. Perhaps you’re already active in helping people online through the WordPress.com or WordPress.org forums, or contribute to other online communities like GitHub, StackOverflow, StudioPress, etc. The thought of helping families earn enough money for one parent to stay home or to cover their mortgage gives you goosebumps.
We are looking for people with the right mix of compassion, writing skills, and technical knowledge to connect with creative publishers and get the job done for them.  We do this through listening to their needs, understanding their goals, and then guiding them to the best outcome through the use of the advertising strategies we have mastered over time. We’re looking for fast-learning, creative, technically minded team members with a heart to serve the best content creators on the web.
Day in the Life:
  • Crafting thoughtful, personal responses to client questions in our support system (Zendesk)
  • Troubleshooting and fixing problems on client websites related to ad performance
  • Analyzing ad layouts and earnings
    Making recommendations for improvements in ad layouts
  • Being an active member of a distributed team via tools like Slack, G Suite, Zoom, Zendesk, Appear.in and more
  • Understanding the needs of online publishers and crafting unique solutions to best serve their goals
  • Building on our community of support, knowledge, documentation, and resources to help our team serve our publishers
  • Working to understand a new development in the community/industry, overcoming new obstacles, and embracing a fast-paced virtual work environment
You’ll do well if you have:
 
  • Patience, grace, a sense of humor, and some moderate GIF sharing abilities
  • Excellent writing and communication skills
  • Working knowledge of WordPress
  • A knack for taking raw data and making it understandable
  • A passion for solving tough problems and proposing elegant solutions
  • A desire to make everything you touch better
  • Genuine desire to help others solve problems and succeed
  • High level of comfort working in a fast paced environment
Qualifications:

  • 2+ years in a data analyst role or similar position
  • Identify, analyze and interpret trends or patterns in complex data sets
  • Critical thinking and ability to “see the trees and the forest” 
  • Always focused on improving the process
  • Strong Written Communication (web-based copy, preferred)
  • Superb attention to detail
  • Familiarity with WordPress and Google Analytics
  • Commitment to AdThrive’s Mission Statementz
Compensation:

A competitive base salary will be offered. In addition we offer health/dental/vision benefits, 401k, life insurance, paid vacation/sick/personal time, and many perks.
CafeMedia is an equal opportunity employer

WordPress Support & Happiness Engineer

AdThrive.com helps serious bloggers make more money with the ads on their site by acting as their trusted expert guide in the wild-west like world of online advertising. This means helping them figure out which ad placements to use, how to develop an ad strategy, and then actually installing that strategy for them. Through our work, we help the best creators and contributors on the web, people who have a passion for their craft (cooking, decorating, parenting, finance, investing) get to write about their passion and be paid to live their dream. We help bloggers leave their full-time jobs and stay home with their kids. We help struggling families pay their bills and find hope. We support the people who are creating the internet!
As an AdThrive WordPress Support & Happiness Engineer, you’re the kind of person who is passionate about helping people. It shapes your worldview. Perhaps you’re already active in helping people online through the WordPress.com or WordPress.org forums, or contribute to other online communities like GitHub, StackOverflow, StudioPress, etc. The thought of helping families earn enough money for one parent to stay home or to cover their mortgage gives you goosebumps.
We are looking for people with the right mix of compassion, writing skills, and technical knowledge to connect with creative publishers and get the job done for them.  We do this through listening to their needs, understanding their goals, and then guiding them to the best outcome through the use of the advertising strategies we have mastered over time. We’re looking for fast-learning, creative, technically minded team members with a heart to serve the best content creators on the web.
Day in the Life:
  • Crafting thoughtful, personal responses to client questions in our support system (Zendesk)
  • Troubleshooting and fixing problems on client websites (mostly WordPress)
  • Analyzing ad layouts and earnings
  • Making recommendations for improvements in ad layouts
  • Onboarding new clients by installing ads on their sites
  • Being an active member of a distributed team via tools like Slack, G Suite, Zoom, Zendesk, Appear.in and more
  • Understanding the needs of online publishers and crafting unique solutions to best serve their goals
  • Building on our community of support, knowledge, documentation, and resources to help our team serve our publishers
  • Working to understand a new development in the community/industry, overcoming new obstacles, and embracing a fast-paced virtual work environment
You’ll do well if you have:
  • Patience, grace, a sense of humor, and some moderate GIF sharing abilities
  • Excellent writing and communication skills
  • Working knowledge of WordPress, HTML5, CSS3, and JavaScript
  • A knack for taking technical language and making it understandable
  • A passion for solving tough problems and proposing elegant solutions
  • A desire to make everything you touch better
  • Genuine desire to help others solve problems and succeed
  • High level of comfort working in a fast paced environment
Qualifications:
  • 2+ years of backend WordPress experience using the following languages: PHP, HTML, CSS, and JavaScript
  • Experience editing custom WordPress themes and plugins
  • Experience with common plugins such as W3 Total Cache and WooCommerce
  • Strong understanding of Google Analytics
  • Strong Written Communication (web-based copy, preferred)
  • Fluent understanding of online ecosystems (server and client side structure, hosting, CDN’s, pagespeed tests, front-end site optimization)
  • Commitment to AdThrive’s Mission Statement
There is limitless opportunity here for the person who makes themselves valuable. We’re a young company and growing fast, so strong leaders and strong performers will have opportunity to grow and see increasing responsibility.
A competitive base salary will be offered. In addition, we offer health/dental/vision benefits, 401k, life insurance, paid vacation/sick/personal time, and many perks.
CafeMedia is an equal opportunity employer.

Customer Support Representative: MST and PST

Customer Support Representative
15Five is a fundamentally new way for businesses to unlock the potential of their entire workforce. Through a lightweight weekly check-in, 15Five delivers everything a manager needs to impact employee engagement and performance, including continuous feedback, objective (OKR) tracking, peer recognition, 1-on-1s, and reviews. Over 1,200 forward-thinking companies on lists like Best Places to Work and INC. 5000 use 15Five to scale their culture and bring out the best in their people.
We are looking for a US-based experienced professional to join our Customer Support team. This is an entry-level role with room to grow. Customer support experience is not required but preferred.
Preference will be given to candidates in Denver, CO. Not required.
Salaried position, but must be able to work these hours:
Monday- Wednesday 8 am – 6 pm MST
Saturday & Sunday 11 am – 4 pm MST
You are: adaptive, have proven ownership over work or projects, a self-starter, highly reliable, a great communicator, an educator and passionate about 15Five’s mission and vision
Your day would involve:
Being the 15Five product expert for both customers and internal teammates.
Helping clients and teammates via chat, email and real-time discussions using research, debugging, tools, processes, detailed error reporting, and documentation.
Troubleshooting tough customer issues that often deal with edge cases.
Observing and communicating opportunities to make our product & services better for our customers.
Authoring and updating internal and customer-facing documentation.
Creating issue tickets and managing customer expectations regarding technical issues.
Must-have skills:
Empathy, patience, and sense of humor.
Experience working primarily in a customer-facing role
Excellent communication skills. We’re a distributed team offering email and live chat support, so frequent and clear written communication is a must-have.
Great troubleshooting skills.
A self-driven work ethic where you take initiative and prioritize time effectively.
Burning curiosity and the desire to learn.
Consideration of the 24/7 nature of support and an ability to shift work hours as needed.
Fluency in written English is a requirement; additional written languages can be beneficial.
Diversity:
15Five provides an environment where people are able to be their best selves. We show respect and empathy 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.
Benefits:
Competitive salary
Open vacation policy.
We cover all the costs of company travel! Your team will get together at least once a year in locations around the globe.
Work from anywhere.
We happily provide or reimburse hardware and software you’ll need, as well as books or conferences that promote continued learning.
Company-sponsored health insurance.
Open parental leave (includes maternity, paternity, and adoption).
Mac Laptop
How to apply:
We care deeply about our customers and our culture. If you believe you can add value to our team and you can work the hours listed, please fill out the form on a page below. Include your resume and a short letter explaining why you think you are the right person for this role. In this letter, please include:
1) Examples of times you have exemplified at least 1 of our company values.
2) A funny story or fact about yourself that helps us get to know who you are.
There is space to grow and increase responsibilities at 15Five if you can prove valuable to our team and mission.

Customer Support Representative

Initially reporting directly to the CTO, you will continue HubTran’s tradition of outstanding customer service. After becoming an expert in our products, you will be the first person our customers contact when they need help. Along with providing front line support, you will create documentation and video guides to allow our customers to learn on their own. As more complex problems are discovered, you will work as a liaison to our engineering team.

At Hubtran, you will join a team that:

  • Cares about customer service. Our customers gives us top marks as you can see below!
  • Has won the Chicago Innovation Award and Harvard Business School New Venture Contest.
  • Is remote friendly. We care about what you can accomplish, not where you choose to accomplish it from.
  • Believes diversity is essential and strongly encourages applications from women and minority candidates.
  • Can articulate their  values 
  • Pays well.
  • Offers benefits including health insurance, 4 weeks of vacation, 401k, stock options, and more.

In order to succeed in this role you should:

  • Have strong written communication skills. Most support is done via writing, so clarity is essential!
  • Be empathetic. HubTran is a company of humans, we want our customers to know how much we care about them.
  • Be self-directed. You will be responsible for creating documentation and guides based on your support experience.
  • Have curiosity. Besides just answering questions, you can help our product teams improve our offerings.
  • Be available between 8am and 5pm central time.
What our customers say:
> Extremely helpful and saved us a lot of time. Thank you Thank you Thank you
> I was afraid that was going to be the answer…they’re not as quick in handling problems like you guys are so I was REALLY hoping it was something you could fix 🙂 
Compensation: 70k – 85k Depending on experience

Support Engineer

DESCRIPTION

We (Kinsta.com) are a modern cloud hosting startup focused on WordPress hosting. Our awesome, talented, and motivated team is scattered across the globe: Europe, Asia, Australia, and North America.
Our client base is growing steadily and we’re looking for a competent support engineer with exceptional communication skills who can provide enterprise level technical support to our customers via our support system.
Our support team works with our customers using chat and email (we use Intercom.io exclusively for these purposes). As a Kinsta Support Engineer you will:
  • Take ownership of issues reported by customers and see problems through to resolution.
  • Research, troubleshoot, and identify solutions to resolve customer issues.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Provide prompt and accurate feedback to customers.
  • Monitor uptime and analyze transactions data using third party analytics tools to resolve more advanced issues.
  • Document troubleshooting and problem resolution steps for internal use and to extend our Knowledge Base.
  • Carefully follow internal documentation to perform website migrations and repair websites infected with malware.
Our current shift need is Sunday – Thursday 11pm-7am UTC.

REQUIREMENTS
The ideal Kinsta Support Engineer is technically-knowledgeable, upbeat, professional, curious, and self-motivated.
Excellent support is one of the cornerstones of our business. Our clients have come to expect industry-leading support and it’s our pleasure to deliver that to them. As a result, we’re pretty careful about adding new Support Engineers to our team.
We hire Support Engineers with a variety of different areas of expertise – some of us are WordPress developers, others are Linux server gurus, while others are technically-knowledgeable internet generalists who have mastered the art of customer service.
All of our Engineers must meet the following core requirements:
  • Completely fluent in English with excellent written communication skills.
  • Capable of thriving in a fast-paced and occasionally stressful environment interacting with multiple clients simultaneously while maintaining a professional and friendly tone.
  • Our Support Engineers must know WordPress deeply. All we host is WordPress and we have the best support team in the business (even if we do say so ourselves). While you don’t have to be a full-fledged WordPress developer to be a Kinsta Support Engineer, you do need to know the WordPress database and file/directory structure as well as the wp-config.php file like the back of your hand. Experience with WP-CLI certainly advantageous.
  • A basic understanding of or familiarity with the following technologies: Linux, NGINX, PHP, MySQL/MariaDB, HTML, CSS, JavaScript, DNS, CDN, and caching (object and page).
  • Consummate professionalism: we’re a distributed team and we expect you to act like the professional we know you are. That means being a member of the Kinsta team requires excellent communication, rock-solid reliability, and the drive to bring your best effort to bear on your work every single day.
  • Our Support Engineers deal with a lot more than just WordPress! While you don’t need to be a full-stack developer to fill this role, you will be providing hosting support to full-stack developers, so you do need to be familiar with the full-stack, from Linux web servers to browser dev tools.
Bonus points:
  • Completely fluent in a second language. Languages we’re currently targeting include: Italian, French, Japanese, Dutch, Portuguese, Swedish, Finnish, Danish, and Norwegian. If you are fluent in one of these languages please highlight this information when you apply!
  • Deep expertise in any (or all!) of the following: WordPress, Linux, NGINX, PHP and MySQL.
  • Experience setting up, managing, and supporting LEMP/LAMP stacks.
  • Prior experience working with customers over chat in a technical role in a fast-paced environment – particularly experience providing live support for web hosting or WordPress products.

BENEFITS

This is a fully-remote role. Our Support Engineers can work from anywhere they have reliable internet access.
We always use the latest version of everything: PHP 7.2, NGINX, Ubuntu 18.04, Linux containers, Google Cloud and more, so you’ll be able to work with a bunch of exciting technologies and use them every day!
This position offers a great deal of flexibility, responsibility, competitive salary, and opportunity for growth for the right candidate.
If you want to learn more about Kinsta and what it’s like to work for our team, head to our website, Kinsta.com, and look for the About Us link in the footer.

Support Engineer

DESCRIPTION

We (Kinsta.com) are a modern cloud hosting startup focused on WordPress hosting. Our awesome, talented, and motivated team is scattered across the globe: Europe, Asia, Australia, and North America.
Our client base is growing steadily and we’re looking for a competent support engineer with exceptional communication skills who can provide enterprise level technical support to our customers via our support system.
Our support team works with our customers using chat and email (we use Intercom.io exclusively for these purposes). As a Kinsta Support Engineer you will:
  • Take ownership of issues reported by customers and see problems through to resolution.
  • Research, troubleshoot, and identify solutions to resolve customer issues.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Provide prompt and accurate feedback to customers.
  • Monitor uptime and analyze transactions data using third party analytics tools to resolve more advanced issues.
  • Document troubleshooting and problem resolution steps for internal use and to extend our Knowledge Base.
  • Carefully follow internal documentation to perform website migrations and repair websites infected with malware.
  • Our current shift need is Sunday – Thursday 11pm-7am UTC.

REQUIREMENTS

The ideal Kinsta Support Engineer is technically-knowledgeable, upbeat, professional, curious, and self-motivated.
Excellent support is one of the cornerstones of our business. Our clients have come to expect industry-leading support and it’s our pleasure to deliver that to them. As a result, we’re pretty careful about adding new Support Engineers to our team.
We hire Support Engineers with a variety of different areas of expertise – some of us are WordPress developers, others are Linux server gurus, while others are technically-knowledgeable internet generalists who have mastered the art of customer service.
All of our Engineers must meet the following core requirements:
  • Completely fluent in English with excellent written communication skills.
  • Capable of thriving in a fast-paced and occasionally stressful environment interacting with multiple clients simultaneously while maintaining a professional and friendly tone.
  • Our Support Engineers must know WordPress deeply. All we host is WordPress and we have the best support team in the business (even if we do say so ourselves). While you don’t have to be a full-fledged WordPress developer to be a Kinsta Support Engineer, you do need to know the WordPress database and file/directory structure as well as the wp-config.php file like the back of your hand. Experience with WP-CLI certainly advantageous.
  • A basic understanding of or familiarity with the following technologies: Linux, NGINX, PHP, MySQL/MariaDB, HTML, CSS, JavaScript, DNS, CDN, and caching (object and page).
  • Consummate professionalism: we’re a distributed team and we expect you to act like the professional we know you are. That means being a member of the Kinsta team requires excellent communication, rock-solid reliability, and the drive to bring your best effort to bear on your work every single day.
  • Our Support Engineers deal with a lot more than just WordPress! While you don’t need to be a full-stack developer to fill this role, you will be providing hosting support to full-stack developers, so you do need to be familiar with the full-stack, from Linux web servers to browser dev tools.
Bonus points:

  • Completely fluent in a second language. Languages we’re currently targeting include: Italian, French, Japanese, Dutch, Portuguese, Swedish, Finnish, Danish, and Norwegian. If you are fluent in one of these languages please highlight this information when you apply!
  • Deep expertise in any (or all!) of the following: WordPress, Linux, NGINX, PHP and MySQL.
  • Experience setting up, managing, and supporting LEMP/LAMP stacks.
  • Prior experience working with customers over chat in a technical role in a fast-paced environment – particularly experience providing live support for web hosting or WordPress products.

BENEFITS

This is a fully-remote role. Our Support Engineers can work from anywhere they have reliable internet access.
We always use the latest version of everything: PHP 7.2, NGINX, Ubuntu 18.04, Linux containers, Google Cloud and more, so you’ll be able to work with a bunch of exciting technologies and use them every day!
This position offers a great deal of flexibility, responsibility, competitive salary, and opportunity for growth for the right candidate.
If you want to learn more about Kinsta and what it’s like to work for our team, head to our website, Kinsta.com, and look for the About Us link in the footer.

Director of Customer Support

As our Director of Customer Support you will be responsible for ensuring we deliver the best possible customer experience for the millions of people who use AdBlock daily.
 
We are looking for someone who is empathetic and excited to own our support process. Working closely with our content, product, and engineering teams, you’ll be responsible for setting the direction of our support operation and improving the systems we have in place today. You’ll ensure it runs smoothly and efficiently to provide a consistent, responsive, and world-class support experience.

You Will:

  • Determine the future of support at AdBlock, enhancing our existing processes and defining, implementing, and monitoring new processes as needed to make the customer experience as effortless as possible
  • Identify appropriate support and knowledge base tools to help us build scalable, low-touch support processes that reach customers where and how they want to be reached
  • Represent the voice of the customer, sharing insights from customer conversations and providing feedback to the product and engineering teams
  • Collaborate closely with our product and engineering teams to surface product issues and ensure customer feedback is tightly incorporated in new feature development, bug fixes, and product enhancements
  • Define and report on the key metrics that help us gauge the effectiveness of our support operation and its impact on the AdBlock business
  • Take over the day-to-day responsibilities of running our help desk and contributing to the continual improvement of our knowledge base in conjunction with the content team
  • Manage our existing customer support team and help answer tickets to ensure we are responding quickly to customer inquiries

You have:

  • Empathy, a high emotional IQ, and a passion for advocating for customers
  • At least five years in recent customer-facing support roles such as customer support or customer success
  • At least three years of recent experience using modern support platforms, knowledge bases or knowledge management systems, and other tools of the trade
  • A strong desire to apply everything you’ve learned about best practices in effortless, low-touch customer support to build a world-class support operation
  • Excellent written and verbal communication skills
  • A leadership mindset and a love of collaborating with cross-functional teams

Bonus points for:

  • Team lead experience, particularly leading a customer support team
  • Comfort working independently on remote teams
  • A can-do, see-a-problem, fix-the-problem approach
  • Excellent troubleshooting skills

Accounts Support Specialist

The GitHub Accounts Support team is looking for a full-time team member who is based in the Asia Pacific region. This person will join GitHub as part of our global support team and support our customers around the world. This is the current list of countries in which we are set up as an employer in the Asia Pacific region, so legal working authorization is required: Japan, Australia, and New Zealand.

Responsibilities:

When GitHub users have questions, they email support. We help people as quickly and awesomely as possible. Our Account Support team handle passwords, email verification, billing, legal, spam and abuse, account lockouts, fraud, and helping people choose plans. This requires a logical brain and a spidey sense for solving problems.
The most important characteristic of our support team is that we love helping developers. GitHub is a place for people to work better, together. Our job is to help. Support treats users the way we’d want someone to treat our friends.
Our support teammates have excellent writing chops: stellar grammar, charming written personality, and the ability to explain complicated things simply. We measure our success in swiftness, accuracy, and clarity.
Developers: this probably isn’t the job for you, but perhaps you have a friend who would be a perfect fit. Send them this link. Thanks!

Minimum Qualifications:

  • Currently residing in Japan, Australia or New Zealand.
  • Current legal working authorisation to work in Japan, Australia or New Zealand.
  • Stellar English and grammar skills
  • A unique writing style and voice
  • Excellent problem solving skills – you might not know all of the answers, but you know how to find and communicate the solution
  • A strong sense of empathy and the ability to advocate for others
  • Prior customer support experience
  • Technical experience (QA, documentation, elaborate boardgames)
Preferred Qualifications:
  • Experience working remotely
  • Previous work with GitHub and/or developers
  • Knowledge of banking or online payment systems
  • Experience supporting web apps
 Who We Are:
GitHub is the best place to share code with friends, co-workers, classmates, and complete strangers. Over 27 million people use GitHub to build amazing things together across 79 million repositories. With the collaborative features of GitHub.com and GitHub Business, it has never been easier for individuals and teams to write faster, better code.

What We Value:

Collaboration: We believe the best work is done together. 
Empathy: We believe in putting people first. 
Quality: We believe in setting the standard for excellence. 
Positive Impact: We believe in making the world a better place through our work. 
Shipping: We believe in creating things for the people using them.

Why You Should Join:

At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We’ve designed one of the coolest workspaces in San Francisco (HQ), where over half of our Hubbers work, snack, and create daily. The other half of our Hubbers work remotely in 18 countries across the globe. Here is a complete list of where we can hire!
We are also committed to keeping Hubbers healthy, motivated, focused and creative. We’ve designed our top-notch benefits program with these goals in mind. In a nutshell, we’ve built a place where we truly love working, we think you will too.
GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there’s any way we can make the interview process better for you; we’re happy to accommodate!
Please note that benefits vary by country, if you have any questions, please don’t hesitate to ask your Talent Partner.