Remote User Support Associate at Paperless Post Open Startup
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Paperless Post is seeking a User Support Associate to ensure that our users get the help they need and have the very best Paperless Post experience possible. You’ll interact with our users on a daily basis with compassion and patience. Because our support reps never read answers out of a manual, you’ll spend your days providing the kind of personalized responses that make customers feel like they’re talking to a real live human being—because, well, you are one! To apply, please include a cover letter that answers the following questions:\n \n\n\n- What do you think the most important part of supporting users is?\n- Walk us through a problem/difficult situation you’ve solved recently. Did you solve it independently or did you need to work with a team?\n- As a customer, what was the worst customer support experience you’ve personally had? What would have made it a better experience?\n- Are open to a less-traditional schedule, including nights and/or weekends?\n- What’s your favorite gif?\n \n\n\nWhat you'll do here:\nOur remote support team works from home between the hours of 1pm and 9pm (Eastern time) on weekdays and alternative hours on the weekends. That doesn’t mean you’ll work all of those hours, but you must be generally available during those times. We’re looking for team members that can commit to 4-5 days a week in 6 hour shifts. We’ll take care of the scheduling once you let us know your availability!\n \n\n- Troubleshoot and respond to customer questions and issues over the phone, via email, and on live chat.\n- Work closely with fellow support reps to identify and track major issues and trends to improve the user experience.\n- Stay familiar with our site and its offerings to best serve user questions.\n\n\n\nWhat you bring to the table:\n- 2+ years experience in customer support with a track record of both working independently and collaborating with a team.\n- Must reside in NY or CA**\n- Fantastic written and verbal communication skills and superb interpersonal skills.\n- An endless curiosity for our site and product and users.\n- Experience with Adobe Photoshop a big plus.\n- Experience working with a team to analyze issues, learn from them, and create short-term solutions and long-term improvements.\n- Ability to thrive in fast-paced, high-volume environment. We get a lot of inquires and we work through them quickly; our reps are energized, not discouraged, by the pace. \n- Strong organizational skills.\n- Familiarity with online platforms a plus.\n- Fluency in multiple languages a plus.\n \nA little bit about us:\nThe PP Support team takes empathy to the next level. We’re a small but mighty team of brand ambassadors who are the first line of defense for the company, interacting with customers, analyzing feedback, and working with tech teams to ensure new features match real-world needs. We laugh and cry with users and appreciate a well-timed cat GIF.\n \n\nCompany-wide we enjoy an amazing ecosystem of an even gender split and healthy balance of engineers and designers. Because Paperless Post isn’t supported by ad revenue, we get to spend our days focused on creating and improving on the ideal version of our platform, product, content, and partnerships for our users.\n\nExtra tags: user support, customer service


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