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. 
We’ve built integrations to over 250 third party ecommerce services, and our Rule Builder is a robust tool that allows merchants to automate and customize their entire process. Our customers include merchants new to ecommerce, fulfillment companies managing stores for their clients and internationally-recognized artists—to name a few. We are proud to say we have never taken outside funding, and our growth has been organic, mostly through customer testimonials and word of mouth, and we are showing no signs of slowing down.
Working at Order Desk is encompassed by a few important values: that we treat each other and our customers with dignity and kindness, that we cultivate an attitude of generosity, that we are honest and empathetic, and that we remain a 100% remote company, trusting our team to work smart from wherever they want to be in the world.
We’re a small team with a wide range of personalities, interests and backgrounds. We are musicians, parents (and pet parents), hikers, gamers, athletes, and more. Some of us have master’s degrees, while others dropped out of college. We all have a background in technology, but we are willing to train the right person if you don’t. We are excited to meet someone new who can bring a fresh perspective to our team dynamic. Your individuality and unique outlook is what makes you the person we want on our team. 
Our US team members are provided full medical/dental/vision benefits. Our world-wide team members see those benefits included in their compensation package. All team members enjoy flexible paid vacation (3-4 weeks per year), six paid US holidays, a technology upgrade program, and significant profit sharing. When the company is successful, our team shares in that success. We also get together in person once a year for a company retreat.

About the Role

This is a full-time customer support position. We primarily communicate with our customers through email, but we will likely be adding different support channels as we grow. 
Order Desk is a technically robust app where reaching proficiency is a process that will take some time (and that’s okay!) Helping our customers takes a lot of thought, time, troubleshooting, experimenting and thinking outside the box as each customer we talk with often has a totally unique problem they need help solving. If you love a good logic puzzle, then this might be the perfect job for you! 
This isn’t your typical support role. We take a quality-first approach to answering our customers. They are people, not numbers! Some questions will take 5 minutes to answer while others could take an hour or more to solve, and both are okay. As long as you’re honest, productive, empathetic, and, above all, provide stellar customer support, we’re not going to hound you about meeting metrics or KPIs.
Our team works together closely. We teach and learn from each other on a daily basis. Every person at our company, including our founder, helps with customer support in an effort to stay connected to and informed about how our customers use our app. Decisions are often made as a team based on the knowledge and experience we each bring to the conversation.
When the support work is slow, you will have the opportunity to work on other projects too. If you enjoy or have any experience with technical or creative writing, video creation or editing, design, coding, or any other areas that you would love to get more experience with outside of customer support, include that information when you contact us so we can be thinking about where you might fit here.
Our team works US business hours with some flexibility depending on each person’s location. For this role, we need someone to work business hours in either CST or MST, but if you’re okay with the hours, then you don’t need to live in these time zones.
The salary for this role is $55,000 USD/year.

About You

Humility, kindness and empathy are some of your strengths.
You can speak and write English fluently.
You are comfortable finding your way around a new software program.
You’re a problem solver who likes to find solutions rather than waiting to be told what to do. This trait is critical when solving technical, complicated, multi-step problems for customers. 
You would rather come up with and suggest new ideas that make a team work smarter than get frustrated and give in.
Obstacles are not roadblocks to you; they are challenges to be figured out.
You’re a learner and a question asker; you aren’t afraid to be wrong if you know you can learn something from the experience. 
You understand why reading comprehension is important in a role like this, and you’ve got a knack for it. In fact, you are so good at reading comprehension that you’ll slip the word rutabaga into your application.
Your job will be 100% communication, most of it written, so the ability to write well, in an engaging, informative, and helpful way, is a must.
You are able to work US business hours in either CST or MST.
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