Customer support world wide Job opportunity with Zapier
Normally
we hire candidates for our customer champion team from anywhere in the world.
However right now we're adding focus on adding people who can help users in
timezones outside of North American business hours. So if you live in Europe,
Asia, anywhere that's not North America, this is the listing for you. If you're
excited about this role but your main working hours are in North American
timezones, check out our general customer champion application
Hi there!
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…
We know
applying for and taking on a new a job at any company requires a leap of faith.
We want you to feel comfortable and excited to apply at Zapier. To help share a
bit more about life at Zapier here are a few resources in addition to the job
description that can give you an inside look at what life is like at Zapier. Hopefully
you'll take the leap of faith and apply.
- Our Commitment to Applicants
- Culture and
Values at Zapier
- Zapier Guide to Remote Work
- Zapier Code of Conduct
- Working on Diversity and Inclusivity
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
startup, so you'll likely get your hands dirty in a little bit of everything.
That said, here are some things you'll get to lead:
- 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: https://zapier.com/help/)
- 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
About
Zapier
For the
past five years, Zapier has been helping people across the world automate the
boring and tedious parts of their job. We do that by helping everyone connect
the web applications they already use.
We believe
that there are jobs that a computer is best at doing and that there are jobs
that a human is best at doing. We want to empower businesses everywhere to
create processes and systems that let computers do what they are best at doing
and let humans do what they are best at doing.
We believe
that with the right tools, you can have 10X the impact with less work.
We believe
in small teams. Small teams are fast and nimble. Small teams mean less
bureaucracy and less management and more getting things done.
The
Whole Package
Location:
Anywhere you want.
If you want
to work remote, that's cool. If you want to work near others, that's cool too.
The current support team is in Washington, Maryland, Florida, Connecticut,
Wisconsin, Michigan, Oregon, California, Indiana, Pennsylvania, Australia,
England, and Spain.
Compensation:
- Based
on experience
- Profit
sharing
- 2-3 annual company retreats to
awesome places
- 14 weeks paid leave for new
parents
Pick your
own equipment. We'll set you up with whatever laptop + monitor combo you want
plus any software you need.
Unlimited
vacation policy (plus we insist you take at least 2 weeks off each year - this
isn't a vague policy where unlimited vacation means no vacation).
Work with
awesome companies around the world. We partner with the best software companies
in the world and you'll constantly get to interact with people from these great companies.
Set your own destiny.
How to Apply
Applying is
simple.
- Tell us why you'd be a good fit
for this role.
- Tell us why you want to work at
Zapier instead of somewhere else.
- What should our goal be when
replying to users?
- A user requests an integration
with a service that we don't support yet. Compose a reply to this
user.
- Set up a zap that takes new
Gmail emails from a specific sender and adds them to a Google Sheets
spreadsheet. Send us the link to the zap and a share link for the
spreadsheet.
- Send us a link to an app's API
docs that you think are well done, and explain why you think they are
good.
- Look at this list and pick the 5 things
that most excite you. Also pick the 5 things that least excite you. Don't
pick by your opinion of importance, this is mostly to see
interest/experience.
- How did you hear about Zapier?
- Optional: Share anonymously some demographic information about yourself to help us better track trends
related to the backgrounds of candidates interested in working at Zapier
in order for us to build a team that represents the users at Zapier and
the broader world population.
Finally,
wait for us to reply. We reply to everyone, even if we don't seem like a good
fit.
Zapier
is an equal opportunity employer. We're excited to work with talented and
empathetic people no matter their race, color, religion, national origin, sex,
physical or mental disability, or age. Our code of conduct provides a beacon for the kind
of company we strive to be and we celebrate our differences because those
differences are what allow us to make a product that serves a global user base.
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