Job Overview
- Job Title Humbly Confident Seasonal Customer Support Specialist
- Hiring Organization YNAB
- Company Website https://www.ynab.com/
- Remote Locations Worldwide
- Job Type Remote, Full-Time
We’re YNAB (“why-nab”), a financial education company with a money management app. Our friendly, flexible method for managing finances helps people all over the world enjoy guilt-free spending and effortless saving. For two decades, people have been using YNAB and then telling their friends what a difference it has made in their lives. Check out our community on Facebook, TikTok, or Reddit (really!), or read some of our app reviews, and you’ll see what we mean. We love building something that has a huge positive impact on people’s lives, and we have an impressive education ecosystem that includes live classes, not to mention stellar support (if we do say so ourselves!).
Speaking of our awesome Support team, come January (our busiest month!), we receive thousands of messages from experienced and new YNABers who want to have a good start to the new year. So, we’re looking for tech-savvy, friendly Seasonal Customer Support Specialists to help make that happen. This is a temporary, part-time (23-29 hours per week paid at $20 USD per hour), remote position beginning the week of October 28, 2024, and ending by March 2025. There is a possibility of being hired permanently as a Support Specialist at the end of the temporary period.
We have one overarching requirement when it comes to joining our team: our original Core Value Manifesto has to really click with you. If you’re nodding emphatically while reading it, you’ll probably really like it here, and we can’t wait to hear from you!
About Our Team
We live our Core Values every day at YNAB, and we mean it when we say we are an equal-opportunity employer. We believe that a diversity of backgrounds, abilities, beliefs, and experiences is critical to our success, and we are passionate about creating a welcoming, supportive, and collaborative environment for all employees. All are encouraged to apply as we continue to grow a smart, hard-working, and diverse team that loves working together to build something that matters.
We also work really hard, together, to make working at YNAB an amazing experience, and we’re (humbly) proud to have received many of Fortune’s “great place to work” awards over the last several years, including #1 two years in a row! We have a team full of truly exceptional people—the kind you’ll be excited to work with. We’d love to tell you about a few of them!
Dela (she/her/hers) is our Support onboarding leader and will be your manager during your time at YNAB. She and a skilled crew of trainers and experts will teach, guide, and support you, ensuring you feel confident each day. You’ll have lots of opportunities for questions, feedback, celebration, and fun!
Your team of fellow Seasonal Support Specialists will become your fast friends (seriously, some previous cohorts have 5-year-old inside jokes). You’ll get to know folks from across the globe and learn with them through collaboration.
The Support team will be your peers, and you’ll have opportunities to both have fun with and learn from them.
We all can’t wait to meet and learn from you, too!
A day in the life:
Today, you’re scheduled for a five hour shift. You know that about 75% of your day will be invested in delighting customers and about 25% will be invested in personal growth and team connection.
Before you jump into what we call the “queue” to respond to YNABers, you start by checking for updates. Any announcements or changes? Any sweet emojis to lay down in celebration of a teammate’s success?
Once you’re caught up, you close Slack to minimize distractions and head into the queue. You set yourself to Available and get routed conversations one by one. Some are chats with YNABers, and others emails. Some are live, some asynchronous. Some are new and some are ongoing conversations. You reply with care to each one, or you pass it along to experts. When a question is complicated or you feel unsure, you know a knowledgeable team is there to support you, so you just ask for help when you need it!
As you work in the queue, you drink plenty of water and take breaks. After your first stretch break, you begin to see replies from folks you wrote to earlier in your shift. You chat live with them and wrap up conversations with open issues. As you go, you get lots of thanks from YNABers whose lives you’re impacting for the better.
Outside of the queue, you research our knowledge base and marketing website to level up your learning. You talk about what you discovered during an impromptu hangout with teammates. And, you share things that made you smile recently (like that cat meme that’s going around, or a picture of your actual cat, Mr. Dwayne ‘The Rock’ Johnson).
Today you also have your weekly one-on-one meeting with your manager. You hop on a video call with her and can’t wait to talk about that new hobby you’re exploring. After catching up, you check in on your goals, get coaching on tricky conversations, and plan for the next week together.
Before you know it, your work day is over. You say goodbye to your team in Slack, change your Slack status, and do some quick planning for tomorrow. Satisfied, you close your laptop and move on to enjoy the rest of your day.
Job Responsibilities
What are they supposed to perform at work? Please tell them a clear description of the detailed job scope.
Job Requirements
- Willingness to use and learn YNAB
- Excellent written English
- Available to work:
- A total of 23-29 hours per week, beginning the week of October 28, 2024 and ending by March 2025.
- Weekly hours split across 4-8 hour shifts for 4-5 days per week, including working at least one Saturday or Sunday each week.
- Have a reliable laptop or computer you can use for YNAB work (a tablet or Chromebook won’t quite cut it for some of the programs we use)
- Although we are fully remote, we do have some location restrictions for this role—we can only hire people who live either:
- In the U.S., in one of the following states: Arizona, Arkansas, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin.
- OR, in any other country except the United Kingdom.
How To Apply
Click “Apply” below to fill in the application form!
More Information
- Remote Job Location Anywhere
- Salary Offer to be discussed
- Experience Level Mid Level, Senior Level
- Education Level Non Specific
- Working Hours to be arranged (full time based )
- Job Application Via Custom Application Page
