Location: Brooklyn,NY, USA
Company Description
Since 2012, our all-remote team has created and operated a growing set of websites that help people create puzzles and teaching materials in a quick and easy way. These sites include:, ,, , and . Our users are primarily teachers and we are passionate supporters of educators around the world.
We are an exclusively remote team comprised of the company founder, three Software Developers, a Quality Assurance Analyst, a part-time Head of Customer Experience, and two part-time Customer Support Representatives (soon to be you!). Our Customer Support Representatives are in charge of making sure all customers have what they need, primarily through email-based customer support.
Additionally, Customer Support Representatives investigate, report, and track potential bugs experienced by our customers.
Representatives can work from anywhere in the world with a strong, reliable internet connection.
Customer Support Representative Job Summary
The primary responsibility of a Customer Support Representative is responding to user needs in a timely manner. Communication with customers is conducted almost exclusively over email. Regular video team meetings are also required.
Customer Support Representatives have ownership over all incoming communication to the company, and a responsibility for providing prompt, courteous support to all customers. Duties include:
Customer Support Representative Required Qualifications
Time Frame
The anticipated start date is October.
Compensation
$20 USD/hour.
Fit
This position is not a good fit for everyone. This section should make you feel excited! If it makes you feel concerned, this is probably not the right position for you.
The job is all remote work, working every other week for ~10 hrs per workweek in fall-winter-spring and ~6 hrs per workweek in summer. The Customer Support team is expected to maintain an average first reply time under 12 hours on weekdays and under 24 hours on weekends. No customer should wait more than 24 hours for a response. You have full flexibility on which hours you work to accomplish this metric during the days that you're on, and you can swap days with the other representative in case of vacations, sickness, or personal emergencies.
We are also very interested in working with people who are strong writers, and/or have experience in a tech company. Familiarity with Slack, Groove, Jira, Trello, Google Drive, and Stripe are a plus.
Applying
Please include in your cover letter why you will be excellent in this position, both in terms of your qualifications and in terms of the fit.