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Email & Chat Support - Customer Champions – Zapier
#1
Bug 
Every once in a while, a job that sounds too good to be true actually is true. This is one of those jobs.
The company provides employees with the equipment they need to do the job, but they don’t stop there. Other benefits include:
  • Competitive salary

  • Great healthcare + dental + vision coverage

  • Retirement plan with 4% company match

  • Profit sharing

  • 2 annual company retreats to awesome places

  • 14 weeks paid leave for new parents

  • [Mandatory vacation] – “Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn’t a vague policy where unlimited vacation means no vacation.”
Zapier is a forward-thinking company that seems to have grasped the idea that happy employees will gladly help a business succeed.
Currently, the company is seeking Customer Champions worldwide.

Here’s what they have to say about this position:

“This role is for someone who can who can support our growing team during North American,  South American, European, African, and Asian business hours. (The link in this article goes to the Western hemisphere job description. Look for the Eastern hemisphere link at the top of that page.)
We’re looking for someone who loves helping people. If you love interacting with people on a daily basis to help them learn how to optimize their work then read on…

About You
  • You’re empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.
  • You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it’s only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.
  • You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.
  • You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates).
  • You’re persistent. Support at Zapier is much different than at many software companies. It’s not the same questions over and over again, and often involves researching technical nuances of the apps we support. You love the opportunity to solve new problems every day and won’t give up when you don’t know the answer right away.
  • You love doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.
  • You love to set your own course. At Zapier, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.
We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Zapier customers.

Things You Might Do

Zapier is a small, fast-growing, and remote-first company, so you’ll likely get experience on many different projects across the organization. That said, here are some things you’ll probably do:
  • Help customers via email or chat to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.

  • Write documentation to help users help themselves (all the documentation on our help site is written and maintained by the support team

  • Work with the product team to build tools that will speed up and increase the quality of support at the same time

  • Experiment: this is a startup so everything can change”
Apply Herehttps://zapier.com/jobs/customer-champion-wh-2018/
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