Customer Champion – Customer Support via Email & Live Chat
(Work Remotely from anywhere in the World)
Normally we hire candidates for our Customer Champion team to work a standard Monday to Friday work week. However, right now we are in need of someone who can help our customers in a full-time, 5 day work week that always includes Saturday and Sunday.
Zapier is a small, fast-growing, and remote-first company, so you’ll likely get experience on many different projects across the organization. That said, here are some things you’ll probably do:
- Help customers via email or chat to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.
- Write documentation to help users help themselves (all the documentation on our help site is written and maintained by the support team: https://zapier.com/help/)
- Work with the product team to build tools that will speed up and increase the quality of support at the same time
- Experiment: this is a startup so everything can change
You’re empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.
You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it’s only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.
You love solving problems.Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.
You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates).
You’re persistent. Support at Zapier is much different than at many software companies. It’s not the same questions over and over again, and often involves researching technical nuances of the apps we support. You love the opportunity to solve new problems every day and won’t give up when you don’t know the answer right away.
You love doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.
You love to set your own course. At Zapier, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.
We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Zapier customers.
Location: Anywhere (100% Remote)
If you want to work remote, that’s great. If you want to work near others, that’s cool too. Our team of 170+ is distributed because it lets us work with the best people. You don’t have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.
However, due to the unique needs of support, we do hire with coverage for specific timezones in mind. Generally speaking, this means that we count on new teammates to work from the timezone they’re hired in. As with every rule, there are absolutely exceptions and flexibilities, and advance notice of long-term timezone changes goes a long way! If you have any questions on this at all, we’d be happy to discuss the specifics of your situation during the interview process.
How To Apply:
Click on the Apply button below to process a job application for this position.
- Salary Offer To be discussed
- Experience Level Entry Level, 1-2-years
- Education Level not-required
- Working Hours To be discussed
- Closing Date June 13, 2019
- Job Application Via Custom Application Page