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.
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.
This is a full-time position. The salary for this role is $55,000 - $65,000 USD/year, depending on experience.
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.
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:
- Application Questions
- Follow-Up Questions
- Skills Test
- Video Response
If you are moved to the next round, we will contact you to let you know the 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.