Outbound Communication Strategist – Remote

AdThrive helps professional publishers make more money with ads on their site by acting as their trusted expert guide in the complicated world of online advertising. 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, and so many other niches) get to write about it and be paid to focus on their dream. We help families pay their bills and find hope. We help small business owners thrive. We support the people who are making the internet a better place!
As an Outbound Communication Strategist for AdThrive, you’re extremely familiar with the blogging industry and are immersed in current trends. You likely have a blog or website that you update frequently and are active and connected with other bloggers and publishers as well. You’re familiar with using Google Analytics to track data on your site and understand how to interpret that information. You recognize that the people running the internet are humans who deserve to be treated well, and you want to be part of the revolution to change the way people interact online. You have a keen sense of awareness in regard to the human condition; how people are diverse, how they all need love and kindness. The thought of helping someone in even the smallest way warms you to your core!
We’re looking for someone who would be happy to spend most of their day crafting up creative ways to explain ad technology and earnings to publishers; who would enjoy taking complex subject matter and making it easier for readers to digest and comprehend. You’d work hand in hand with many areas of our team to strategize and plan outbound communications so that we can make our services better for our community. You understand that editing and revising are an important part of any communication process and are willing to have your drafts changed many, many times in order to make sure it aligns with the AdThrive Voice. You’re able to help guide ideas all the way through the process; from conception to implementation and love helping other people learn and understand things along the way!

A day in the life:

  • Drafting up stellar blog & social media posts that will be widely read and shared with publishers
  • Helping to refine teammate drafts into pure gold
  • Building and maintaining awesome relationships with clients through written communication
  • Crafting thoughtful, personal responses to client questions in our support system (Zendesk)
  • Analyzing ad layouts and earnings
  • Administrative/data entry tasks
  • Being an active member of a distributed team via tools like Slack, G Suite, Zoom, Zendesk, Appear.in and more
  • Communicating complex concepts simply and creatively
  • Organizing data to find solutions
  • Analytical decision making and problem solving

You’ll do well if you have:

  • Excellent writing and communication skills
  • A knack for attention to detail
  • A blog that you frequently update
  • Familiarity with current blogging trends and insights
  • A passion for solving tough problems and proposing elegant solutions
  • A desire to make everything you touch better
  • Strong initiative to help others solve problems and succeed
  • High level of comfort working in a fast paced environment
  • Creativity in your veins
  • A willingness to learn new things and adapt to change

Qualifications:

  • 1+ years of WordPress or equivalent blogging experience. Please include your blog/site information in your application
  • Strong written communication skills
  • Understanding of people – what makes them tick, picking up what they mean even if it’s different than what they said, etc.
  • Data comparison/analysis and high levels of comfort with spreadsheets
  • Working understanding of blogging & SEO
  • Commitment to AdThrive’s Mission Statement

Customer Success Manager – PST and MST Time Zones Only

2018 is proving to be a year of unprecedented growth at monday.com! And we are looking for another Customer Success Manager to join our expanding remote team.

There are a few things we take really seriously here at monday.com: building an amazing product and providing the best possible service to our customers. Our clients love our product, and it’s incredibly unique (and fun) to provide support in an environment where the vast majority of interactions are so positive. This is a remote full-time position that includes working on some weekends (with respective weekdays off) 

The Role

  • Build strong relationships with our clients to understand their needs and ensure their success with monday.com
  • Serve as the main point of contact and liaison between clients and the rest of the monday.com team
  • Empower customers to connect their goals and challenges with the solution in monday.com
  • Take ownership of new accounts and manage their onboarding
  • Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product
  • Stay in touch with clients to ensure that they’re realizing the full potential of monday.com

Your Experience & Skills

  • Prior experience in customer service or account management in a SAAS company – a must
  • Prior remote work experience – a must 
  • Excellent interpersonal skills and multitasking abilities
  • Superb written and verbal communication skills
  • Positive attitude, empathy, and high energy
  • Ability to take initiative and adapt
  • Technical background is an advantage 
  • Self-managing 
*** We can only accept US citizens 

Customer Success (Asia/Pacific)

This role is for you if…
  • You would describe yourself as patient, empathetic and having a good sense of humour
  • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
  • Superb written and verbal skills (with a professional yet fun demeanor)
  • You consider yourself tech savvy and efficient with SaaS applications
  • Happy to work daylight hours within an Australian timezone
  • You have experience in using Shopify and BigCommerce
Your responsibilities will include: 
  • Responding to custom support requests
  • On-boarding and setting up new merchants
  • Manning our live chat and telephone support systems
  • Maintaining the apps documentation 
  • Tracking feature requests and support trends
Why work here?
 
  • We’re a young, ambitious company who only answers to our customers
  • Opportunity to have a big impact on our growth and your career
  • No red tape or pointless meetings
  • Competitive base salary
Who is Zapiet?

We are the creators of a number of hugely popular ecommerce apps in particular Store Pickup + Delivery for Shopify

  • We are a self funded, profitable company started back in 2015
  • We are a remote company with a mostly UK-based team

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. 

Publisher Support – Onboarding Specialist

This position is remote work-from-home. Remote U.S. candidates are encouraged to apply. AdThrive is a division of CafeMedia.

Our company and mission

AdThrive helps professional publishers make more money with ads on their site by acting as their trusted expert guide in the complicated world of online advertising. 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, and so many other niches) get to write about it and be paid to focus on their dream. We help families pay their bills and find hope. We help small business owners thrive. We support the people who are making the internet a better place!
As a Publisher Support & Onboarding Specialist for AdThrive, you understand the blogging industry and are immersed in current trends. You’re the kind of person who enjoys helping people and going out of your way to make sure they’re happy. You understand the value of a good first impression and have a keen sense of awareness in regard to the human condition — how people are diverse, how they all need love and kindness. The thought of helping someone in even the smallest way warms you to your core!

We’re looking for someone who would be happy to spend most of their day establishing and building relationships with new publishers through written communication and helping them understand the AdThrive process and the heart behind what we do. This will include building confidence and trust with new publishers throughout the process, analyzing how their ads are performing, coming up with smart, creative ways to frame analytical data so that “non-numbers” type people can understand it, and working closely with a variety of internal teams to strategize and plan so that we can constantly work toward making our services and experience better for our community of publishers. Bottom line: Our company’s heart is to serve the best content creators on the web, and as an AdThrive Onboarding Specialist, you get to serve on the welcoming committee!

Day in the Life:

  • Responsible for establishing an exceptional first impression of AdThrive
  • Building and maintaining awesome relationships with publishers through written communication
  • Crafting thoughtful, extremely detailed and personal responses to publisher questions in our support system (Zendesk)
  • Analyzing ad layouts and earnings and putting that into easy-to-understand terms
  • Going above and beyond to provide publishers with a stellar experience
  • Administrative/data entry tasks
  • Being an active member of a distributed team via tools like Slack, G Suite, Zoom, Zendesk, Appear.in and more
  • Communicating complex concepts simply and creatively
  • Organizing data to find solutions
 You’ll do well if you have:
  • Patience, grace, a sense of humor, and some moderate GIF sharing abilities
  • Excellent writing and communication skills
  • A passion for solving tough problems and proposing elegant solutions
  • Always striving 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
  • Creativity in your veins
  • A willingness to learn new things and adapt to change
  • Familiarity with current blogging trends and insights
Qualifications:
 
  • Strong written communication skills
  • Understanding of people – what makes them tick, picking up what they mean even if it’s different than what they said, etc.
  • Strong multi-tasking skills
  • A “self-starter” mentality: you know what needs to be done and don’t need someone to ask you to do it
  • Data comparison/analysis and high levels of comfort with spreadsheets
  • Working understanding of Blogging & SEO
  • Previous experience in customer support and building client relationships
  • 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 Success Specialist (US-based)

The Role

As a US-based Customer Success Specialist, you will report to the UK-based Customer Success Manager and will be responsible for the adoption, retention and growth of our predominantly US-based SMB customers.
Things you’ll be doing…
 
  • Own the overall relationship with your assigned customers, which includes: Initial onboarding, increasing adoption, ensuring retention, and ongoing satisfaction.
  • Respond to customer requests via phone and email.
  • Help with daily tasks such as measuring NPS scores and general customer satisfaction.
  • Update changes and identify opportunities for the Customer Success Manager and Sales team within our CRM system (HubSpot experience is beneficial).
  • Act as an escalation liaison between the customer, our Support Team, and Product Management to help resolve technical issues blocking product adoption.
  • Monitor customer health through available metrics and assessment of relationship strength. 
  • Identify and resolve challenges with product adoption encountered by our customers.
  • You will be required to work 40 hours per week as part of your contract supporting the hours of 9am – 5pm EST

Must haves…

  • Experience working in a remote team
  • Experience in a SaaS support role
  • Good knowledge of social media is a plus!

About you…

  • At least 3 years of customer facing experience at a SaaS company.
  • Excellent communication skills (in English) and a natural people person.
  • Excellent problem-solving skills, can adapt to any situation and propose clear logical solutions to problems. 
  • Good understanding of social media and social media dashboards
  • Experience creating training videos and content
  • Upbeat, proactive attitude and a love for helping others succeed.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Excellent verbal, written and presentation skills.
  • Self-starter mentality and the ability to proactively get on with work when working remotely.
Why work with us?
 
  • Work remotely and create your own schedule (we believe in trust and autonomy)
  • Profit sharing bonuses (if the company does well and you played a big part, you’ll be rewarded)
  • We love learning! Take part in our book club and receive free books quarterly or user your £1000 learning allowance to develop your skills
  • If you’re from outside the UK, we’ll fly you to our London HQ at least once a year
  • Gain incredible experience building a truly successful, global SaaS company with a dedicated, small team where you can have a huge impact!
How we work
 
  • Sendible is a UK corporation and our head office is based in London but we are building a distributed team, and you can work from anywhere in the world for this role.
  • Of course, if you’re based in London, you are welcome to work from our HQ which is fully equipped with free fruit and snacks, excellent coffee, standing desks and table tennis, but we also allow team members to work from wherever they are most productive.

Customer Support Coordinator

About the Position

We’re looking for an well organized ninja to join our remote production team. In the last year, The HOTH has more than doubled in size and we want to make sure we’re delivering the best service possible to our customers, while having a great time doing it.
As a part of the HOTH Operations Team, you will be an important liaison between our customers and our production team.
Daily tasks include aiding in answering support questions, answering live chat tickets, communicating with sales & production, and all around helping make our customers ecstatic.
We’re one of the best types of companies to work for – we’re already successful and growing, but not so big that you can’t be heard. We have a small team of hustlers and we are nimble and quick.
 
This is an entry-level, remote work position with one of the fastest growing companies in the SEO & Internet Marketing space.

About You:

  • You are compulsively organized.
  • You are systems-minded.
  • Making other people happy makes you happy.
  • You are a people person at heart.
  • You resolve issues quickly and efficiently.
  • You are awesome at getting things done and you know it.
  • You have incredible attention to detail (you catch other people’s mistakes all the time).
  • Your folders on your computer are cleanly organized.
  • You are systems minded.
  • Inbox zero is a daily routine.

About Us:

We began as a small, bootstrapped startup from Chicago and have now grown to be one of the largest SEO service providers in the world.
Thanks to our maniacal commitment to Hitting our Customers Over The Head (aka. HOTHing) with awesome products and service, we’ve grown to well over 20,000+ high value users all over the world.
Our mission is to help as many people in the world with SEO as possible, and have a blast while doing it.
We currently have our core team at our central office in St. Pete Florida, as well as a large international team.
Here are some reasons you want to work with us:
  • We are a driven, successful, fun company that is experiencing insane growth.
  • We have awesome products, a great reputation, and systems for everything.
  • Our branding is nuts. Our mascot is The HOTH monster and we have a 6’ tall HOTH costume. We take it to trade shows, the beach, and anywhere else we want.
  • We’re awesome. 100% results driven. No bullshiters.
  • You will work with a small team to make sure our customers are getting world class support.
  • Your contribution will be rewarded with competitive pay.
  • No limitations on where you remotely work.

Things that are a MUST:

  • Excellent customer service skills.
  • A positive attitude.
  • Excellent operational skills and attention to detail.
  • You are systems-oriented.
  • Strong written and verbal communication skills.
  • Strong computer skills.
  • Being able to work during normal business EST
  • Having open availability
  • Reliable internet connection

Bonus Points for:

  • Basic understanding of SEO and internet marketing.

Application Instructions:

Send an email to hr@thehoth.com with the following:

  • Email subject must be: “First Name Last Name – Customer Support Coordinator Job Application”
  • Email body must include an introduction
  • Include a resume
  • Tell us about who you are, why you want the job
  • Any extra information that is relevant
  • Include the word banana somewhere in the email
If you have any questions about the position please email hr@thehoth.com.

Customer Support Representative (Remote or Kitchener-Waterloo HQ)

WHAT YOU WILL DO

You will be helping us full-time with customer support. This includes doing things such as:
  • Building meaningful relationships with customers
  • Prioritizing tickets and answering them as soon as possible
  • Hopping on screenshare calls to diagnose problems and educating users
  • Working very closely with Engineering to get solutions rolled out
  • Updating our FAQ, making training videos, and doing webinars
  • Building and placing a process around Customer Support
  • Analyze daily metrics and proactively reach out to customers regarding issues
Since you will be the face of our company to customers, you will also:
  • Let the rest of the team know about any customers’ suggestions or feedback 
  • Regularly update our internal company wikis
    We’re pretty relaxed when it comes to working hours. However, we’ve noticed that most customers contact us between 10am-6pm (UTC-5).

HOW WE CURRENTLY DO SUPPORT

Our customer support is currently done by 1.5 people — our Customer Success Manager and our CEO. 
 
Our first line of support is our support email address. All support emails come into Help Scout into a shared queue.
 
Every now and then we jump on a Zoom screen share or call a customer to further diagnose problems.
MUST HAVES
  • 1 or 2 years of Customer Support or Customer Service experience
  • Some basic technical chops (nothing advanced but you should be able to pick up technical troubleshooting concepts quickly)
  • We don’t require any formal university or college education, but you should have demonstrated the ability to learn new things quickly
BONUS NICE-TO-HAVES
  • Worked at a startup or a small company before
  • Worked with Help Scout, Mixpanel, or Salesforce before
  • Experience using Chrome extensions
  • Basic programming (HTML, SQL) skills
COMPENSATION AND PERKS
  • Salary: $45,000 – 55,000/year Canadian Dollars (based on years of experience)
  • Benefits (Health, Dental, etc) through our company HSA
  • Catered lunches every day and snacks at the office 
  • Work remotely or from our office in Waterloo — your choice
  • Vacation travel spending allowance
  • Laptop of your choice

Support Hero (Americas)

Note: Although this is a remote position, we are currently only considering candidates in timezones within the Americas and willing to work EST hours.
Hotjar’s Hero team is on the hunt for a support champion to join us in providing world class technical help and assistance to the growing user base of our SaaS product. We take support seriously, and our Hero team is dedicated to going above and beyond for our users day in and day out. Support is not just something we do, it’s who we are!
As a Hotjar Hero, you will take care of hundreds of Hotjar users every week to ensure they get the reactive support they need to be successful using our product. You’ll also be dedicated to delivering top notch self-service, as we invest a lot in documentation, content and defining changes to continuously improve the overall customer experience. Due to the technical nature of our product, you should have a good understanding of web development. This includes being able to debug HTML, CSS and JavaScript in web browser based developer tools.

As a Hotjar Hero, you will also:

  • Be on the front line interacting with our customers through Zendesk.
  • Consistently deliver world class support with empathy and understanding.
  • Accurately identify, analyze, and resolve technical and non-technical issues in a timely manner.
  • Thrive on problem solving – with a huge range of customers using a complex product, it’s a crucial part of the job.
  • Update the pipeline of user suggestions and feedback to improve Hotjar.
  • Write and develop documentation for internal and external knowledge bases.
  • Regularly interact with other departments including Product, Legal, Marketing and Customer Success.
  • Occasionally take part in demonstrations or webinars with our users.
  • Represent the support team at a company level during weekly team meetings.
  • Own projects related to improving our support, processes, and self-service.

Compensation Range

The budgeted compensation range for this role is $44,000 to $60,000 annually. Ranges are based on market research and are equitable to other roles within Hotjar. The actual compensation offered to a successful candidate will be based on relative experience and skills. At this time we are only able to provide official employment status to those located in Malta. All other candidates will join our team as full-time consultants and will be responsible for paying any taxes or applicable fees where they reside.

Requirements

  • 2+ years experience working in technical support roles and teams. Rather than seeing Support as an entry level role, we place a high value on the team who are on the front-line of ensuring our users’ success.
  • Fluency in English, with flawless writing skills. If you also speak other languages, tell us! Portuguese, German, French, Spanish and Japanese will be considered assets.
  • Previous experience wrangling HTML & CSS (JavaScript is a plus), like putting together websites and using web based developer tools to locate bugs.
  • Naturally empathetic and able to communicate in a way that empowers, never belittles.
  • Sensitive to varied customer personalities and levels of technical experience.
  • Ability to work independently and within a team towards both personal and shared work goals.
  • Comfortable taking initiative and making decisions independent of others.
  • Flexible and adaptable in a fast workplace environment (remote experience is a plus!).
    Desire to work in a caring, transparent, and giving work environment, in line with Hotjar’s company values, culture and ways of working.
  • Must submit to a background check confidentially processed by our third party.