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Ghost

 This job is getting a relatively high amount of applications currently (18% of viewers clicked Apply)

This position is a Remote OK original posting verified
Us (Est)

Support Representative  This job is getting a relatively high amount of applications currently (18% of viewers clicked Apply)


Ghost

Us (Est)Originally posted on Remote OK

customer support

 

customer service

 

customer support

 

customer service

 

support representative


Ghost is hiring a Remote Support Representative

### What is Ghost?\nGhost is a full stack web application that's used by millions of creators, startups and businesses to run their independent publications. It's one of the most popular modern open source projects in the world.\nWe're a non-profit, there are no shareholders and no VCs in the background influencing our decisions. Our annual revenue is $3,500,000 and it's generated by the customers who pay us. We have an unlimited runway to keep building the things we want to build and we've been profitable since year 1. We're transparent in both our mission and our metrics. You can read more here.\n### Our mission\nWe believe it should be fast, easy and accessible for anyone to start their own media business. Ghost is a non-profit organisation on a mission to create modern, open source, independent publishing technology to power the future of sustainable online media.\n### What it's like to work at Ghost\nWe're a small, talented team from a wide a variety of backgrounds and experiences. We value differences in our perspectives, and care about working in a way that feels balanced. We care a lot about what we do, but we don't preach or take ourselves too seriously. You can still be ambitious without needing everything to "change the world".\nGhost as been a fully distributed remote team since 2012, with team members located all over the world. We do remote work properly, providing freedom and flexibility enables people to do their best work. We believe deeply in building something lasting, sustainable and positive, and we enjoy having interesting and challenging problems to work on.\n### About the role\nGhost is looking for two Customer Support Representatives to provide world-class support to our customers.\nYou’ll spend most of your day providing fast and painless customer support via email - this is your core responsibility. You’ll also help out with live chat, create a lot of documentation, and hop on impromptu calls with customers when needed. You’ll become an expert in all areas of Ghost.\nWe won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of our customers is at the heart of what we do. We’ll give you plenty of support to simply do what’s right, no questions asked.\nOur ideal hire is motivated by what we’re doing as a company, believes in the value of quality technical support, and is eager to contribute to the success of our customers. As someone who is first in line to help, your understanding of the product and our customers will be incredibly valuable for the business.\n### Details\n- This is a full-time, remote position.\n- This job is Monday-Friday, 9am-5pm in your timezone. For this role, we’re looking for people based in Europe (UTC +0 to UTC +2) and in the US (EST).\n- We're seeking fluent English speakers/writers.\n### About you\n- You have at least 3 years of experience working in customer support for a SaaS product, and you are comfortable working remotely.\n- You're an aspiring generalist, but you're more technical than the typical customer support professional. You are well-versed in HTML/CSS, DNS settings, and you've got a good understanding of content management systems. Maybe you can code, maybe you're excellent at QA, or maybe you're good at solving tricky problems. You have a wide skillset that would allow you to get up-to-speed quickly.\n- You’re an incredible communicator and a great writer. You can take complex subjects and break them down using clear and simple writing. As a remote team, your communication skills are critical to your success.\n- You are organized and self-sufficient. You thrive in an environment where you can do great work independently. You’re someone who enjoys working autonomously and you don’t need much oversight to get things done.\n- You care deeply about doing good work. You take initiative and ownership to see things through to completion—if it needs doing, you do it.\n- When you don’t know something, you try to figure it out. You ask good questions, and you embrace the chance to grow and get better. You are a resourceful problem-solver, with a strong desire to learn.\n- This job is not a stepping stone to another role at Ghost. You’re passionate about support and the important role it plays in a company, and you're excited to continue to sharpen your skills in a customer-facing position.\n### Day-to-day you will\n- Help existing customers with a broad range of questions about our product—from updating invoices to installing themes, right down to troubleshooting DNS issues.\n- Chat with potential customers to help them figure out if Ghost will be a good fit.\n- Teach customers how to build, launch, and sustain a Ghost-powered membership site.\n- Collaborate directly with Engineering to solve a tough technical problem for a customer.\n- Provide relevant and timely product feedback to other teams within Ghost.\n- Work with Product and Marketing to review, test, and help ship new features.\n- Help develop and refine support process to make sure we’re always improving. \n\n#Salary and compensation\n$50,000 — $70,000/year\n\n\n#Location\nUs (Est)


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Omni Interactions

 This job is getting a relatively high amount of applications currently (17% of viewers clicked Apply)

This position is a Remote OK original posting
Unites States

[email protected] Omni2020  This job is getting a relatively high amount of applications currently (17% of viewers clicked Apply)


Omni Interactions

Unites StatesOriginally posted on Remote OK

chat

 

email

 

phone

 

chat

 

email

 

phone

 

surveys


Omni Interactions is hiring a Remote [email protected] Omni2020

Earn $13-16/hour, try something new, & earn more than your stimulus check!\n\n \n\nAs a 1099 gig worker, you can pick your own schedule, and make as much or little as you want! Take control of your work! Work-from-home Customer Service around your life. Are you considering leaving the 9 to 5? Have you ever wanted to join the gig economy and set your own hours while working from home? As a gig worker with Omni, you are self-employed. What makes us different? It’s simple: We pay for available time! No more wasting time hoping you get a call, at Omni you can ACTUALLY make $13-16/hour GUARANTEED!\n\nGBA Responsibilities\nWhat work will you be performing?\n\nYou'll be providing service for Fortune 500 companies doing a variety of work! We're looking for customer service-minded gig-workers!\n\n You will interact with customers through phone and/or chat, helping them with anything they need!\n\n You will:\n\nWork from home, or any quiet place with a closed door\nTake control of your work life, by choosing when and how often you want to work\nRespond to chats & answer calls from customers\nWhat You’ll Do\n\nAnswer inbound customer service calls or respond to chats from customers \nQuickly help customers with good solutions\nSolve problems in a creative way\nDocument details of calls and customer interactions in the appropriate systems\nType and talk at the same time\nNavigate multiple systems, programs, and screens at the same time\nWho You Are\n\nGreat communication skills (verbal and written)\nCan type 25 WPM or more with 90% accuracy\nSolid computer skills, including typing and navigation\nComfortable empathizing and remaining patient with difficult callers \nEarning Potential\n\nProjects will have varying pay, but all projects pay for time spent talking on the phone/chatting & assisting callers (unlike other gig companies - we pay you for available time!) You will also receive performance-based pay or other incentives. Current projects are paying $13-16/hour.\n\n \nAs a self-employed 1099 Independent Contractor providing work-from-home customer support services, you are responsible for your own tax obligations. Actual earnings may vary depending on campaign, call type, call volume, and other factors. Independent Contractors are responsible for expenses and control their own income.\n\n \n\n#Salary and compensation\n$20,000 — $30,000/year\n\n\n#Location\nUnites States


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Previous Remote 🔷 Technical Support Jobs

ORCID

 This job is getting a relatively high amount of applications currently (17% of viewers clicked Apply)

This position is a Remote OK original posting verified closed
🌏 Worldwide

Member Support Technical Specialist  This job is getting a relatively high amount of applications currently (17% of viewers clicked Apply)


ORCID

🌏 WorldwideOriginally posted on Remote OK

customer service

 

engagement

 

customer service

 

engagement

 

relationship management

This job post is closed and the position is probably filled. Please do not apply.
ORCID is seeking an experienced and enthusiastic professional for the position of **Member Support Technical Specialist**. If you like the flexibility of a remote organization and the public-service orientation of a non-profit, join us on our mission to connect research and researchers!\n\n\n**Who We Are**\n\nORCID is a mission-driven, member-supported, community-governed non-profit organization. Our vision is a world where all who participate in research, scholarship, and innovation are uniquely identified and connected to their contributions across disciplines, borders, and time. Every one of ORCID’s employees is committed to that vision as well.\n\nWe believe in and operate by our three main values [read our Dignity at Work statement]. ORCID strives to be:\n\n**Inclusive**: We make decisions collaboratively, involving our staff, Board, those who support our mission, and the researchers and community that are the purpose of our work. We take a global view.\n\n**Trusted**: Privacy and researcher control underscores everything we do.\n\n**Open**: Our work is open, transparent, and non-proprietary.\n\n\n\n**The Role**\n\nORCID is seeking a Member Support Technical Specialist (MSTS). The Member Support Technical Specialist will be responsible for supporting technical aspects of implementation and integration for ORCID members and service providers. If you like to foster teamwork and genuine collaboration, are self-motivated, organized, dedicated, and enjoy the mission-driven environment of a fast-paced maturing non-profit organization, this could be the job for you. \n\nThe position reports to the Engagement Director and will be part of the Engagement team. The successful candidate will need to take a proactive role in learning the technical aspects of ORCID’s registry so that they can respond to support requests, troubleshoot technical issues, and provide technical training related to ORCID products and services. The MSTS should also have a track record of providing exceptional technical support, as well as proven experience supporting a member base.\n\n**Responsibilities**\n\nProviding first-in-class technical support to ORCID members and service providers\nIncreasing the percentage of members who are fully integrated into ORCID systems\nServing as a subject-matter expert regarding ORCID APIs, UIs, integrations, and all workflow capabilities and services\nProviding ORCID technical training to Consortia leads\nLiaising with the ORCID technical team for effective handling of complex technical challenges\nCoordinating issues with our partner organizations where needed \nMaintaining regular communication with the Public API User Support Group in order to foster synergy and information sharing\nBeing proactive in identifying how we can improve our support capabilities, technical processes, and ways to increase operational efficiencies\n\n**Requirements and Qualifications **\n\nMinimum of 3-5 years relevant professional experience \nEnglish required; strong preference for French or Spanish as an additional language\nCandidates should be based in MDT, CDT, or EDT timezones\nPossess a combination of customer support and technical skills, including ability to communicate technical concepts to both technical and non-technical audiences in a virtual environment\nBasic knowledge of software development practices and basic web technology; coding, and database experience. Breadth is preferred over depth.\nExperience working with web APIs and troubleshooting issues related to APIs\nComfortable working in a team and facilitating cross-team collaboration\nWillingness to commit to occasional international travel (\n\n#Location\n🌏 Worldwide


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# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.

Highstreet Mobile

 This job is getting a relatively high amount of applications currently (14% of viewers clicked Apply)

This position is a Remote OK original posting verified closed
🇪🇺 EU-only

Technical Customer Success Manager  This job is getting a relatively high amount of applications currently (14% of viewers clicked Apply)


Highstreet Mobile

🇪🇺 EU-onlyOriginally posted on Remote OK

e commerce

 

mobile technology

 

saas

 

e commerce

 

mobile technology

 

saas

 

platform

This job post is closed and the position is probably filled. Please do not apply.
At Highstreet it is our mission to deliver the world’s best Mobile e-commerce experience with beautifully designed apps for fashion and lifestyle brands. Are you that person that gets SaaS business but also loves mobile technology and design? Then we'd love to meet you! \n\nWe are looking for a Technical Customer Success Manager who helps customers like G-Star RAW, Jack & Jones and Scotch & Soda grow their business by using our platform technology.\n\n**Challenges & opportunities**\n\nIn this super-fun and challenging role, you are the number one go-to for our clients if they have any technical questions regarding our platform. You evangelize our vision and help the brands on our platform get the most out of the technology we offer. You are also accountable for end-to-end execution of a variety of technical projects and lead the onboarding of new customers to our platform. Here are a few of your tasks:\nProactively reach out to your accounts, point them to opportunities to make sure they offer the best possible app experience to their customers.\nEducate and inform customers about new technology we deliver and how they could use that. Then drive the projects with them to deliver the features.\nIdentify potential issues before they turn into problems and always be available to help. You provide 'tier 1' support to your accounts and provide troubleshooting via phone, web-based tools and emails and work directly with internal development teams to solve the issues.\nManage customer-specific implementation projects (eg enabling a new set of features for one of your customers). You manage the successful delivery of your projects in terms of time, quality and costs.\nEnabling new clients to integrate with our platform. This is achieved via a thorough understanding of client business requirements, current and emerging app development technologies and excellent knowledge of the solution Highstreet offers.\n\n**Who are you?**\n\nYour education is in business and you love technology, or you have an education in technology and love business and working with clients. Past experiences with any e-commerce platforms (such as Magento or SFCC) will help to accelerate your role. On top of that, we are looking for the following skills:\nYou have strong communication and listening skills. This involves active listening, presentation, writing and consulting. You know how to manage customer expectations.\nYou are very service-minded and understand that responsiveness is one of the pillars of being a great counterpart for your customer. You want to deliver, meet and exceed the customer’s needs, while at the same time being able to push back and defend platform choices that we have made. Being able to say no in a gracious way is an art you need to master.\nYou’re able to identify details while keeping the bigger picture in mind. Although you understand that responsiveness is key, you don’t jump into solutions right away.\nYou know how to manage on-time, on-budget and on-quality service and how to take Project Management and Service Delivery to a higher level.\nYou work in a structured way, know how to set the right priorities, and you have strong organisational skills\nIn general, you have good analytical skills, inquisitive attitude, and you can speak and write in English (our main company language).\n\n**A few examples of projects you’d be working on:**\n* Help customers (the brands we work for) expand to Asian countries like Korea and Japan.\n* Help customers prepare for Black Friday.\n* Help customers adopt our Personal Push API and inspire them on how to use it.\n* Help customers roll out App Clips in their retail stores.\n* Connect Klarna payments to the customers app checkout.\n\n**Benefits**\n* Flourish in a culture of trust, ownership, and standard of excellence;\n* Speak English in a company with people of 7 different nationalities;\n* Work remotely whenever you want;\n* The best tech needed for your job;\n* Possibility to work from our HQ at the heart of Utrecht. Next to the flagship stores of many of the brands we work for;\n* Delicious lunches provided daily;\n* We pay 70% of your Pension plan;\n* Company-wide outings & events.\n\nWe can only consider candidates who hold a valid EU Passport or Dutch work permit. \n\n#Salary and compensation\n$55 — $720/year\n\n\n#Location\n🇪🇺 EU-only


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# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.
This job post is closed and the position is probably filled. Please do not apply.
**Technical Support Manager - 100% Remote - Supporting US customer base**\nArgyle provides a single global access point to employment data. From that access point, any business can process verifications & gain real-time transparency into earnings. By removing the barriers between a worker and the business, Argyle has reimagined how employment data can be used.\nOur dynamic and international team works in a fast-paced environment remotely from over 15 different countries and have co-working offices, based in Vilnius and New York.\nOne of the crucial points for our growth is the quality of service we provide to our customers. We are looking for an experienced and self-driven Technical Support Engineer to join our team and support our US customer base.\nAre you a tech enthusiast who loves helping customers? Then you might just be what we are looking for!\nAs the founding member of our Tech Support function, you will be responsible for the more complicated and technical issues and provide a good communication structure between the support department and the development team.\n**What will you do?**\nProvide technical support for integrations\nHelp our customers with technical questions\nHelp in managing and coordination of incidents\nEngage with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution\n**Requirements**\nProficiency with API Development\nBecome an Argyle technical expert\nCode engineering support\nWorking closely with our engineering team\nInvestigating & escalating support tickets\nExcellent communication skills\n\n#Location\nUnited States, Canada, Europe, South America


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# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.

ofri Internet


This position is a Remote OK original posting closed
Germany

Customer Support Representative Deutsch


ofri Internet

Germany Originally posted on Remote OK

phone support

 

email support

 

phone support

 

email support

 

administration

This job post is closed and the position is probably filled. Please do not apply.
Are you looking for an opportunity to be part of a passionate team on a mission, that allows you to work fully remotely, with a clear career trajectory? If so, this might be the position for you. We are ofri and we’re looking for a part-time (60-80% workload), native German Speaker, Customer Support Superstar to join our team.\n\nOfri aspires to be Switzerland’s leading and most used online platform connecting handy workers with the people that need their services.\n\nWe want to be the go-to place for homeowners looking to renovate their homes by creating in-depth content to support them in planning and executing their project, as well as building a submission system for finding and comparing handy workers.\n\nWe aim to serve the members of our platform with incredible support, functionality, and online presence so they can prosper in their own business.\n\nWe are looking for someone who is passionate about customer service, turning a complaint into an outstanding review, and taking the time to give our customers the best possible experience and service. We also want this person to be super organised and interested in developing an overview of the support department’s work so they can be involved in planning and goal setting.\n\nFor the right person, this is a long-term role with a clear career path and progression. We want to find that person who wants to learn and grow with us and take on more responsibility over the coming months and years.\n\n\nResponsibilities & Duties\nThe best candidates will have at least 12 months of call centre experience and 2 years of Customer Support Experience and ideally the following:\nNative German speaker so you can communicate effectively even in difficult situations with our customers.\nExperience working on a Mac\nExperience using Groove Software or similar\nExceptional Computer skills\nA high attention to detail so that new registrations and document verifications do not end in chaos.\nAbility to stay organised \nCritical thinker and problem solver\nA friendly and professional demeanour\nOutstanding communication skills (spoken and written) - empathy, quick thinking, and strong persuasion skills\nAbility to work quickly under pressure\nAbility to give and receive feedback\nAbility to self manage and prioritise workload, remote work requires a high degree of self-motivation and self-management\nProficient in English as this is the company’s operating language.\n\nDuties:\nCommunicate with customers through various channels (e-mail, telephone)\nAdvise and support users in how they can use our platform\nHandle complaints and feedback\nQuality check new handworker registrations\nVerification of documents such as diplomas, business liability insurance, etc.\nMonitoring of user activities via various internal tools (clean up tags, groove folder structure)\nUpdate manuals and documentation\nLeverage and optimise customer support workflows \nCollect and analyze customer feedback for the product team\nManage Social Media Support Requests\n\nWhat We Offer:\nCompetitive Salary\nBonus Scheme\nFlexible working hours – We believe in a good work-life balance\nEquipment – State-of-the-art technical equipment, including laptop\nClear career development pathway and training\nBi-weekly colleague online coffee chats\nFun and friendly work environment where we don’t take ourselves too seriously, like to get to know each other and support each other.\n\n\nWe are a Swiss company, but offering employment through our German branch. \n \n2020 excluded, we organise annual company retreats where we get to meet each other and also encourage mini-retreats so that people can meet-up in partner cities to work with their colleagues for a day or two.\n \nWe are super passionate about developing an excellent remote work culture and ensuring that not only the customers, but the team feels heard, welcome, and appreciated. We are currently 10 people and a fully self-funded company. We value personal ownership, initiative, open communication, and commitment as well as level-headedness. We should be calm, considered, and thoughtful in our dealings with each other and the world at large and so should you.\n\n\n#Location\nGermany


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# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.

Zenkraft


This position is a Remote OK original posting verified closed
United States EST

Customer Support Representative


Zenkraft

United States ESTOriginally posted on Remote OK

customer service

 

salesforce

 

customer service

 

salesforce

 

appexchange

This job post is closed and the position is probably filled. Please do not apply.
Zenkraft is hiring! \n\nWe’re looking for an applicant who can provide first level technical support to our customers. Zenkraft is the preferred integrator for FedEx, UPS, USPS, and 70+ other global shipping carriers. Zenkraft’s customer portfolio includes small start-ups to some of the largest global companies, including Tesla, Lenovo, and Fitbit. This is a great position for someone who is looking to work with a fast-growing SaaS company yet work from the comfort of their own home. You will work closely with our Sales and Technical teams.\n\n\nDaily tasks will include:\n\n· Be first point of contact for customer service enquiries\n\n· Support onboarding of new customers, gathering implementation criteria\n\n· Investigate customer issues; identify the problem, resolve or escalate\n\n· Install and configure our application\n\n· Build workflow, process builders, reports and dashboards per the customer requests\n\n· Configure the Zenkraft-Salesforce shipping solution\n\n· Assign user licenses and manage user permissions\n\n· Provide timely responses to ongoing customer cases\n\n\nYou will have these skills:\n\n· Willingness to learn, and a fast, effective learner\n\n· Resourceful when handling customer queries\n\n· Great at solving problems\n\n· Personable with attention to providing great customer service\n\n· Excellent communication skills\n\n· Familiarity with G Suite\n\n\nYou may have these skills:\n\n· Salesforce experience - our solution works on all of the Salesforce Clouds (certifications are a plus)\n\n· Experience with other AppExchange solutions\n\n· Ability to create Salesforce formulas, workflows and process builders\n\n\nA small competency task using our app will form part of the interview process. \n\n \n\n#Salary and compensation\n$65,000 — $85,000/year\n\n\n#Location\nUnited States EST


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# How do you apply?\n\n This job post has been closed by the poster, which means they probably have enough applicants now. Please do not apply.

Aula


This position is a Remote OK original posting verified closed
CST +/- 2 Hours

Senior Product Support


Aula

CST +/- 2 HoursOriginally posted on Remote OK

customer support

 

saas

 

customer support

 

saas

 

zendesk

This job post is closed and the position is probably filled. Please do not apply.
# **The short version ⏳**\n\n**Mission:** Be a key, strategic member of our Product Support Team, and deliver ***"Educator love"*** by a thorough understanding of Aula, the platform and our partners (a community of 50k+).\n\n**Why:** Engagement is one of the most strongly-correlated predictors of success in learning. We are shaping how teachers teach and making every student feel a part of their classroom.\n\n**Who:** You are a natural-born problem solver with a partner-first mindset. You're not phased by challenges (let it be technical troubleshooting or solving complex client queries), and relish working in an ever-changing environment where no two days are alike.\n\n## What is [Aula](https://aula.education)? 🐝\n\nAula is a remote-first 30-person education startup building a learning experience platform.\n\nOur mission is to make engaging teaching and learning the norm.\n\nWe work with institutions like Coventry University and Glasgow University.\n\nThink of Aula as the heart of a university's digital campus: a shared space that brings together students, staff, and educators.\n\nRead more here:\n\n[This is Aula](http://www.notion.so/This-is-Aula-b8f80a8dd77e47858010b8a6ea553ca2)\n\n## 🛠The Role: Senior Product Support\n\n\nAs a strategic member of our Product Support Team, ***you'll ensure the highest level of support to the Aula partner community***. Thinking critically around the services and support, and challenging the status quo to drive customer satisfaction is what you'll do best.\n\nBy developing an expert-level knowledge of the entire Aula platform, you'll ensure all our users receive the same, outstanding level of support during low and peak seasons. You'll thrive to achieve the highest level of quality possible and will coach and educate the wider Product Support Team and our educator community to encourage engagement. \n\nWe are one of the fastest-growing Higher Education platforms in Europe, we currently have a 50k (and growing) community of Aula users. We work under the model of 'following the sun' so support is there for our clients 24/7. We believe that support is not a cost centre for us, but it's a strategic advantage!\n\n- We on average ***solve 500 tickets per day, with a median 30-minute first-reply time and 2 hour resolution time***.\n- Recently, we discovered an issue that wasn't directly our fault around student enrollment. We put together a new way to fix it, and in less than a week had fixed over 2000 enrollment issues so that students weren't blocked from learning.\n\nThis is an opportunity to think big and impact the way we support our customers from day 1! This role will give you the opportunity to be the strategic voice of our users and helps us build the world's best product support function ever.\n\n***In this role, you will;***\n\n- Communicate best practices ensuring our users’ needs are met using the Aula platform to improve user satisfaction.\n- Ensure all users receive the same, outstanding level of support during low and peak seasons, delivering mind-blowing support with the highest level of quality to exceed our users’ expectations taking a minimum of 30 tickets/day whilst maintaining CSAT above 94%.\n- Coach other team members on quality to constantly exceed personal and team goals.\n- Diagnose and troubleshoot product issues/bugs and apply creative solutions for resolution/workarounds independently.\n- Coach and educate users via training to encourage engagement.\n- Make specific recommendations to significantly reduce ticket volume.\n- Change the operations of other teams through feedback and escalation of issues.\n- Provide input on processes to drive efficiencies (automation, content etc.)\n- Run and communicate small cupcakes to improve team effectiveness.\n\n# **We’d love to hear from you if… 🔍**\n\nYou have\n\n- A **technical aptitude** for, and experience troubleshooting web applications and mobile applications in a Saas environment. (It would be great if you had a basic understanding of APIs)\n- Previous experience (4+ years) in a technical support/customer support role.\n- A demonstrable history of regularly exceeding targets.\n- Experience creating and delivering training.\n- Used Zendesk before.\n- Worked closely with product teams.\n- Excellent problem solving and analytical skills with great attention to detail.\n- Excellent written and verbal communication skills in English.\n- The ability to multitask and keep up with a fast-paced start-up environment.\n\nYou\n\n- Appreciate the value of diverse and inclusive teams.\n- Thrive in caring and direct feedback environments.\n- Like to improve your process as much as you like to improve your product.\n- Respond positively to change, demonstrating flexibility in shifting priorities with seasonality (and sometimes with weekend work)\n- Like to think outside of the box to continuously improve the way we work. \n\n#Salary and compensation\n$64,000 — $73,000/year\n\n\n#Location\nCST +/- 2 Hours


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WP Media

 This job is getting a relatively high amount of applications currently (10% of viewers clicked Apply)

This position is a Remote OK original posting verified closed
🌏 Worldwide

Head of Customer Technical Support  This job is getting a relatively high amount of applications currently (10% of viewers clicked Apply)


WP Media

🌏 WorldwideOriginally posted on Remote OK

customer support

 

wordpress

 

customer support

 

wordpress

 

wp rocket

This job post is closed and the position is probably filled. Please do not apply.
Are you an inspirational, forward-thinking, people-centric, and customer-centric seasoned support leader? Do you excel at transforming vision and strategy into results? Have you led other support organizations to achieve next level of excellence during the growth phase of the business life cycle? Are you pragmatic with an unshakable focus on strategy, execution, and results?\n\nIf you answered yes to these questions, we are sure this position will sound super exciting to you. 🤩\n\nKeep reading for more details! 📝\n# Become Our New Head of Customer and Technical Support!\nAs the Head of Customer and Technical Support, you will lead the strategy and execution for our customer support and technical support groups to deliver an exceptional customer experience and lower customer effort while empowering our customers to easily and quickly gain the benefits of our products.\n\nWP Media is the French company behind successful WordPress plugins like WP Rocket and Imagify. WP Rocket is the premium caching plugin for WordPress used by +1,000,000 websites and +120,000 customers worldwide. Our plugin makes sites go at the speed of light in just a few clicks. Imagify is our free image optimization service, including a free WordPress plugin: we have already optimized more than 2,000,000,000 images! 😲\n\nYou will join and lead our remote, global team, covering AMER and EMEA regions. To facilitate this international teamwork, you live or work in a time zone between UTC+2 to UTC-5. We are so curious to know which new country will be added to our distributed team map! 🌍\n# What Your Mission Will Be:\nLead and serve our customers and Support people to deliver an exceptional customer experiences and lower customer effort while empowering our customers to easily and quickly gain the benefits of our products.\n# What You Will Be Responsible For:\nHere is a list describing the focal areas you'll be responsible for in this role (*do you happen to like making lists? So do we!*):\n\nYou will lead our global Customer and Technical Support strategy and execution to:\n* Customer-focused\n * Deliver an exceptional customer experience with lower customer effort that makes it easier and faster for them to gain the benefits of our products\n * Embrace a “customer centric” view of the end-to-end experience across all support channels and across the full support life cycle\n * Be the Voice of the Customer and advocate for customers\n\n* People Leadership\n * Hire, retain, nurture, coach, and empower customer-centric Support people who excel at serving our customers and achieving our mission and objectives\n * Push decision making down to those closest to the problem and/or customer\n * Actively coach and empower the management team, growing their leadership and management expertise, and coaching them to better serve their people and our customers\n * Champion continuous learning and professional development\n * Create a sense of psychological safety within the department\n * Keep your teams' morale, health, and happiness high\n\n* Operations Leadership\n * Simplify and optimize support operations to effectively, efficiently, and fiscally deliver and scale without significantly increasing headcount\n * Drive quarterly OKRs\n * Ensure operational readiness today, tomorrow, and long into the future\n * Develop the right set of analytics that\n * provide real insights into key aspects of Support operations\n * act as a compass to guide and ensure your department is moving towards our objectives\n * Embrace an "innovation mindset" to experiment with new technologies and ways of working that result in increased operating efficiencies, effectiveness, and team happiness\n * Champion continuous improvement\n\n* Partner with:\n * Work cross-functionally across the business with product, engineering, marketing, and others to deliver feedback, inform the value proposition, and ensure the overall experience is seamless and focused on the customer’s needs\n * Executive team to share insights and expertise in the formulation of vision, strategy, and OKRs\n\n# What Do You Need To Excel at This Job:\nHere is a short list of the key attributes you'll need to excel in this role:\n\n* You are an exceptional servant leader\n* You empower your people\n* You are a team builder\n* You are an operations architect and optimizer\n* You are a performance and excellence maximizer\n* You get the *right* things done\n* You deliver the *right* results\n* You are fiscally pragmatic\n\n**Seasoned support leader with proven success.**\n\nYou have years of related leadership experience in customer-facing *technical* support in a B2C software or technology product company. You've successfully led cross-functional, globally distributed department of at least 20 people. Over the years of your career, you've amassed breadth and depth in what it takes for a support organization to deliver exceptional customer experiences and lower customer effort while empowering our customers to easily and quickly gain the benefits of our products.\n\n**Servant leader.**\n\nYour philosophy of leadership aligns to the servant leader style. You believe your role is to serve our customers and Support people. We value empowered people and teams. As a servant leader, you actively push decision making down to those closest to the problem and/or customer and actively coach people to develop their decision making superpowers.\n\n**People empowerer. Team builder.**\n\nYou know that to create customer happiness, you start with happy, high-performance support people and teams. You are a proven and exceptional people empowerer and team builder. You are an outstanding and effective coach. You serve your people by actively developing and coaching them as well as creating opportunities for each person to continuously learn, improve, and grow. You create a sense of psychological safety for your people. You excel at recruiting and retaining top high performing talent.\n\n**Unshakeable focus on execution, results, and strategy.**\n\nYou possess an unshakeable focus on execution, results, and strategy. Your eyes are focused on the vision of where we are going while your feet are firmly planted in daily to ensure your people are on course and moving towards that vision and the results we must achieve.\nYou are data-driven and masterful at developing the right set of metrics. You know that the right set of metrics is your compass that are a compass, helping everyone to know if we are on track.\n\n**Stellar communication skills.**\n\nYou present complex information to audiences ranging from cross-functional leads to executives and leave them informed and inspired.\n\n**Operations and performance maximizer.**\n\nThrough the years, you've refined your operational approach to maximize performance and excellence. You get the *right* things done and deliver the right results. You leverage OKRs to focus on and achieve those right things and results. You have an eye for identifying and removing friction from the support process (e.g. developing and implementing internal service tooling to automate processes).\n\n**Tune and refine, rather than redesign.**\n\nYou are agile, building on top of what exists and is already working well. You tune and refine, adapting for your new company, organizational design, department, and teams. You know that big sweeping changes are disruptive and costly. You opt to take baby steps.\n\n**Champion continuous learning and improvement.**\n\nYou advocate and champion continuous learning and improvement. You see mistakes, bad ratings, and missteps as opportunities to learn, improve, and grow. You encourage everyone around you to embrace these principles as part of your strategy to achieve results and better serve our customers.\n\n**Being Yourself.**\n\nThe WP Media team is diverse and composed of people from all over the world. Respect, collaboration, and inclusivity are some of our core values (*more on this below*). Every day of work is an exciting opportunity to get in touch with fantastic people who will enrich your cultural and professional background.\n\n**Proficient knowledge of English.**\n\nEmpathetic and collaborative communication is key: you are comfortable writing, speaking, and listening in English with technical and non-technical teammates.\n\n## Do you want to know a few other things we appreciate about our candidates? Don’t worry if you don’t have experience in any of these areas. We’ll teach you.\n\n* Previous freelance or remote job experience.\nSlack will be your virtual office, where all the life of the company takes place.\n\n* Know web performance.\nYou have experience with web performance optimization. You know how to measure page load speeds. You understand caching. Terms like gzip, preload, minify, and lazyload are not foreign to you. You know the difference between PageSpeed score and page load time. If you don’t know, we’ll teach you.\n\n* Love for cats or Corgis! 😸🐶\nWhat would our working days be without our four-legged friends?\n\n# What Else You Should Know About Our Company: WP Media\nFounded in 2014 in the beautiful Lyon, France, [WP Media](http://wp-media.me/) is an equal opportunity employer with a distributed team of +35 teammates living around the world.\n\n![](https://lh4.googleusercontent.com/dCw_iuI2e-egWuXv1GN3y0qYTsEfgCSHIpuMNUXu5aO8C7w19nq4_wZXCNo9aAIMYPYiLeIeIHgZUzF9EwZeGFWNKn9WrTUR384r32GZP3TReiR4IRoM-8tiR5Nrido3VNhQRgRy)\n\n# Do We Share the Same Values?\n**Mutual respect**, **collaboration**, and **inclusivity**.\n\nThese are the fundamental values that support our life as a team.\n\n**Healthy balance between work and private life**.\n\nWe encourage our employees to enjoy their family and their hobbies with flexible working hours and minimum vacation policy (you should take a *minimum* of 5 weeks per year: really, we don’t count them!).\n\n![](https://lh3.googleusercontent.com/nsGMT7X35n4n-ZjLV9p5tX-INQBWGBf-rf-35is9TAbkxCv8OE6rPHK7URgKKtUpo-98hJAOw3oYtvBOynkzQCZWC6lreTw5wNnQVTTyjfMo_VzzgdrpfuMNfJTSgdSsRz1prFq1)\n\n**We care about the work you do, not about the hours you sit at your desk.**\n\nYou can organize your working day with flexible working hours. There are no time cards to stamp, just customers to make happy and friendly teammates to work with!\n\n**Transparent culture.**\n\nWe have a [public salary grid](https://wp-rocket.me/blog/our-salary-grid-is-now-public/). Once a year, when the company does well, we **share our profits** with the team in the form of bonuses.\n\n**We like to see each other in person whenever possible.**\n\nEvery year, we organize a trip with the whole team and **spend a week of coworking and fun activities together**.\n\nTo give you an idea, so far we have traveled to Spain, Portugal, and Mexico:\n![](https://lh6.googleusercontent.com/aUiqjtBr5AivuBE59K_ZJWkBcFKwwtuvgK6UgjIV7Lu63LZE47pAtO9fT-xvklUyD6y5ESrvy_CzvsIpjdcXVsdyCV62uFpyOWODX8fw9kDGEVBqzL8nmHkXkU_kJiWkREOlLWEq)\n\nNow that we've told you so much about us, it's your turn. 😉\n\nLet us know why you would like to become **our Head of Customer and Technical Support** and why you think you are the person we are looking for.\n\nWe can’t wait to receive your application! 🌟\n\n#Location\n🌏 Worldwide


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ORCID


This position is a Remote OK original posting verified closed
European Economic Area (Eea) or North, Central, or South America

Member Support Technical Specialist


ORCID

European Economic Area (Eea) or North, Central, or South AmericaOriginally posted on Remote OK

member services

 

apis

 

member services

 

apis

 

integrations

This job post is closed and the position is probably filled. Please do not apply.
ORCID is seeking an experienced and enthusiastic professional for the position of **Member Support Technical Specialist**. This role will support our members to help us scale our maturing operations. \n\nORCID (https://orcid.org) is an international non-profit organization working to create a world in which all who participate in research and innovation are uniquely identified and connected to their contributions and affiliations across disciplines, borders, and time. To achieve our vision of a trustworthy identifier-enabled research information infrastructure, we provide individuals a unique persistent identifier while building and sustaining a community of users and adopters. We are committed to openness, diversity, and our core principles of privacy and researcher control. \n\n**To Apply**: Please submit your application through the Apply url, including a resume and cover letter. In your cover letter, please tell us the name of your favorite airport and why.\n\n**Job Summary**\n\nThe Member Support Technical Specialist will be responsible for supporting technical aspects of implementation and integration for ORCID members and service providers. The Member Support Technical Specialist will need to take a proactive role in learning the technical aspects of ORCID’s registry so that they can respond to support requests, troubleshoot technical issues, and provide technical training related to ORCID products and services. \n\nThe position will be part of the Engagement team and reports to the Regional Engagement Manager. The successful candidate will have a track record of providing exceptional technical support, as well as proven experience supporting a member base.\n\n**Responsibilities**\n\n* Providing first-in-class technical support to ORCID members and service providers\n* Increasing the percentage of members who are fully integrated into ORCID systems\n* Serving as a subject-matter expert regarding ORCID APIs, UIs, integrations, and all workflow capabilities and services\n* Providing ORCID technical training to Consortia leads\n* Liaising with the ORCID technical team for effective handling of complex technical challenges\n* Coordinating issues with our partner organizations where needed \n* Maintaining regular communication with the Public API User Support Group in order to foster synergy and information sharing\n* Being proactive in identifying how we can improve our support capabilities, technical processes, and ways to increase operational efficiencies\n\n\n**Requirements and Qualifications**\n\n* Minimum of 3-5 years relevant professional experience \n* English required; strong preference for one of the following additional languages: Spanish, Portuguese, French, or Russian\n* Candidates should be based in the European Economic Area (EEA) or in North, Central, or South America\n* Possess a combination of customer support and technical skills, including ability to communicate technical concepts to both technical and non-technical audiences in a virtual environment\n* Basic knowledge of software development practices and basic web technology; coding, and database experience. Breadth is preferred over depth.\n* Experience working with web APIs and troubleshooting issues related to APIs\n* Comfortable working in a team and facilitating cross-team collaboration\n* Willingness to commit to occasional international travel (\n\n#Location\nEuropean Economic Area (Eea) or North, Central, or South America


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