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πŸ‘‰ Hiring for a remote Support position?

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Ghost

Worldwide verified

Support Engineer  


Ghost

Worldwide verified

support

saas

engineer

support

saas

engineer

Worldwide1mo

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As the company grows, we’re looking for an additional support engineer to join the team and assist customers using our Ghost(Pro) platform and services, providing coverage for a broader range of timezones across the world. We're specifically looking for people who are based in UTC +7 to +12 for this role.{linebreak}{linebreak}{linebreak}{linebreak}For the past 6 years, all of our Ghost(Pro) support has been managed by just one (super-hero) support engineer called Sarah. In that time we've grown from nothing, to a paying customer base of 4,000+ companies and 10,000+ different websites and publications, collectively serving half a billion requests each month.{linebreak}{linebreak}{linebreak}{linebreak}Now, we're growing the support team to spread the workload a little more evenly and have better cover of international timezones. We're adding a lot of new customers each month, and have lots of exciting things in the pipeline - so we hope you'll help us!{linebreak}{linebreak}{linebreak}{linebreak}Amazing customer service is one of the most crucial aspects of our business, so you'll be absolutely key in helping us keep new and existing customers happy. {linebreak}{linebreak}# Responsibilities{linebreak} * πŸ’‘ Help customers via email or chat to ensure they have the best experience possible (we use Help Scout), troubleshooting their problems and answering their questions - which can range from basic billing questions all the way through to advanced DNS configuration and help with editing theme code.{linebreak}{linebreak}* πŸ“š Contribute to internal and external knowledge bases to help customers and fellow team mates understand how to achieve their goals{linebreak}{linebreak}* πŸ’» Work with the Product and Marketing teams to give feedback and represent our customers when identifying bugs, coming up with feature ideas, or prioritising what things we'll build next.{linebreak}{linebreak}* πŸ™ Experiment with tech: this is a startup so things regularly change!{linebreak}{linebreak}{linebreak}{linebreak}Ghost is a product aimed at a generally tech-savvy audience of developers and power-users, so the types of support requests we get are typically of a technical nature. That said, we're looking for someone who's comfortable engaging with highly-technical customers, as well as those who aren't technical at all. {linebreak}{linebreak}# Requirements{linebreak}The ideal candidate would be someone who is...{linebreak}{linebreak}{linebreak}{linebreak}Great at empathy. Not everyone has the same skill level, and people often make mistakes no matter how smart they are. We strive to make customers feel empowered and confident based on their interactions with our support.{linebreak}{linebreak}{linebreak}{linebreak}Fanatic about details. Whether it's all about the grammar, getting the tone just right, or striving to go above and beyond what has been asked by team or the customer β€” you care about getting it right.{linebreak}{linebreak}{linebreak}{linebreak}A creative problem solver. Customer support requests can range widely from remarkably trivial, to incredibly complex. This role is often part concierge and part detective, hunting to get to the root of mystery bugs and issues.{linebreak}{linebreak}{linebreak}{linebreak}A great writer. Not only does this role involve a lot of writing, but as a remote team writing is our primary form of communication. Clear, concise communication in native English is an absolute must for this role.{linebreak}{linebreak}{linebreak}{linebreak}Independent. You'll have quick team meetings each week as well as regular 1:1s with your manager, but beyond that it's up to you to get things done. All teams at Ghost operate autonomously, so you'll be expected to get things done without being directed. A background in contracting or freelancing can be a big help. {linebreak}{linebreak}{linebreak}{linebreak}Due to the unique needs of support, we do hire with coverage for specific timezones in mind. Generally this means that we count on new teammates to work from the timezone they're hired in. There are always exceptions and flexibilities to this, as long as we can still find a way to serve our customers to the standard that they expect from us. We're happy to chat about your specific circumstances in the interview call, if you have any questions around this.{linebreak}{linebreak}{linebreak}{linebreak}We value diversity of all types at Ghost and our team is made up of a kind, thoughtful group of people with a wide range of backgrounds. We have as many people who speak German as we do English and our engineering team contains as many women as it does men. Some of us are single, others are married, while others are parents. We actively try to find people with different perspectives and experiences to the ones we already have. {linebreak}{linebreak}#Location{linebreak}- Worldwide

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