Customer support manager – Aiir

Job Description:

We’re hiring a customer support manager

We’re looking for a friendly and helpful person to join our team and shape a new role, becoming our first customer service hero.

You’ll love to help people. You’ll have no problem dealing with tough customers, juggling multiple conversations, or presenting a cool, calm face while other members are tackling a major system outage.

We’re looking for a great communicator, able to provide customers with a quick, concise, understanding and honest response. Sometimes you’ll have to explain something complicated, and no matter the user’s skill level, you’ll be great at getting the language just right.

You’ll be great a problem solver who enjoys investigating tricky issues, with a real eye for detail to help you find the root cause.

You’ll be passionate about our products, and excited to learn quickly. We’ll teach you everything you need to know, from the way we work, to the intricate details and useful industry knowledge.

As the first point of contact for customers, you’ll proactively spot their frustrations and find innovative new solutions. You’ll identify ways we could change our processes, tools or products to make them happier. By escalating this feedback to the right people, you’ll help the company stay focused on building the best products, so you can focus on communicating directly with customers.

You’ll update and manage our support knowledge base so you must be an excellent writer, and you’ll explore introducing potential new ways of helping customers such as video tutorials.

This is a new role, so you’ll help us shape it. We’re a small team, so you’ll be a crucial part of the success of our business.

About Aiir

We’re building a world class platform for radio broadcasters, and our focus is on a great experience for everyone who uses our products. Our customers range from small community organizations, to major corporations. They’re located all over the world, in countries such as the United States, Canada, UK, Ireland, UAE and Australia to name a few.

We’re an entirely remote team, there’s no HQ or central office. Our team members are currently located in the US and UK, all either working from home or co-working spaces.

Working life

• You’ll work 40 hours a week, ideally overlapping as much of our peak hours as possible.
• You’ll either work from home, or you can choose a local co-working space, if there’s a suitable one you like. We’re happy to contribute towards the cost of this.
• We’ll buy and ship the gear you’ll need to do your job, like a Macbook.
• We use Slack and Basecamp to communicate, share ideas and manage our work.
• We plan meet-ups and fun trips each year, and encourage our team to attend useful and interesting events and conferences.
• You’ll get access to Perkbox (UK only) our company benefits service, which gets you lots of great discounts on products and services, like gym membership and cinema tickets.

How To Apply:

Please provide a resume/CV, and submit a cover letter answering these questions to support.job@aiir.com:

1. Why do you want this job?
2. Tell us about a great customer experience you had recently and why it had an impact on you.
3. Tell us about when you went the extra mile to help someone with a problem.

Please also attach the following writing samples:

1. Briefly explain why someone would be better choosing Aiir over WordPress.
2. Respond to a customer who is asking for a feature that we don’t have.