Customer Support Specialist

Order Desk

About Order Desk
Order Desk is a multi-channel order management app that helps ecommerce merchants automate, organize and control their order fulfillment process. Our customers include merchants new to ecommerce, fulfillment companies managing stores for their clients and internationally-recognized people and brands—to name a few.
We believe that:
  • Customer support is essential to making a good product. The problems and questions our customers bring to us are what creates the foundation of every project we work on, so at Order Desk, we all do support. When we all help with support, everyone in our company is in tune with our customers and knowledgeable about our product and the way it’s being used.
  • A healthy culture brings purpose to our work. We are invested in each other, we lift each other up, and we respect that we are each humans with lives, interests, and struggles outside of our jobs. We are serious about everyone on our team feeling safe, comfortable, and valued at work.
  • Being self-funded keeps us invested. We care about what we do, so we’re in it for the long haul and are committed to growing responsibly and working creatively within the constraints of our own progress. Our goal is to make a useful, accessible product based on the needs of our customers, not the demands of investors.
  • Remote work is the future. Being a remote company offers us valuable and diverse insight from a team of people all around the world. We believe in honoring the freedom to live our lives and care for our families and ourselves while practicing the self-discipline it takes to responsibly and successfully get our work done from wherever we choose to work.
About the Role
This is a full-time customer support position. We primarily communicate with our customers through email.
This isn’t your typical support role. Order Desk is a technically robust app where reaching proficiency takes time. Our approach to support takes experimentation and thinking outside the box as each customer we talk to has a unique problem to solve that requires reading comprehension, troubleshooting skills, analytical thinking and being able to concisely explain technical concepts in a non-technical way. A normal support ticket here is equivalent to an escalations ticket at another company, so if you love a challenge and you're inherently curious to know more, this is the job for you.
Our customers are people, not numbers, so we take a quality-first approach when working with them. As long as you’re honest, productive, empathetic and, above all, provide stellar support, we’re not going to hassle you about meeting metrics or KPIs because we want you to focus on taking care of our customers.
The entire Order Desk team is generous with our knowledge and our time, and we teach and learn from each other on a daily basis. Decisions are often made collectively based on the wisdom and experience we each bring to the conversation. We are willing to look beyond our own ideas and comforts to grow our potential and do the right thing for our customers and each other.
In addition to a customer support specialist, we're also looking for a lead, so if you have team lead experience in a tech company, we want to talk to you! Everyone at Order Desk, including our founder, helps with customer support in an effort to stay connected to and informed about how our customers use our app, and, likewise, team leads will do the same job their team is doing in order to lead them from a place of understanding. You will be trained on how the app works and be expected to work in the queue daily with your team, initially, with the goal of becoming a product expert and then as needed after that. If you have team lead experience and are interested in the team lead position, let us know in your application.
About You/Requirements
You must have a high level of experience in email customer support, preferably in tech, or be able to show strong reading comprehension, analytical and written skills in the question and answers asked in the application process.
Obstacles are not roadblocks to you; they are challenges to be figured out. You’re a problem solver who likes to find solutions rather than waiting to be told what to do.
You’re a learner and a question asker; you aren’t afraid to be wrong if you know you can learn from your mistakes.
You are comfortable finding your way around a new software program.
You have the self-discipline and motivation to work efficiently and honestly in a remote company.
You appreciate the balance between fun and professionalism.
You speak and write English fluently.
You can live anywhere in the world as long as you are okay working during Pacific Standard Time (US) hours.
US team members are provided medical, dental and vision benefits. Team members outside of the US receive these benefits as part of their compensation package.
All team members get 3-4 weeks of flexible paid time off per year, six paid holidays, a technology upgrade program and profit sharing. When our company is successful, we share in that success.
We get together in person once or twice a year for a company retreat—which we look forward to doing again when the pandemic is behind us.
This is a full-time position. The salary for this role is $55,000 USD/year. The team lead position salary will be higher, depending on experience.
To Apply
We are not expecting a cover letter and would rather you spend the time answering the questions we have listed. There are a few steps to our application process:
  1. Application Questions
  2. Follow-Up Questions
  3. Skills Test
  4. Video Response
  5. Interview(s)
If you are moved to the next round, we will contact you to let you know next steps. At the conclusion of the process, we will follow up with everyone who applied. We appreciate your patience while we review each application.
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