Job Summary

This is a full-time customer support position. We primarily communicate with our customers through email.

This isn’t your typical support role. Order Desk is a technically robust app where reaching proficiency takes time. Our approach to support takes experimentation and thinking outside the box as each customer we talk to has a unique problem to solve that requires reading comprehension, troubleshooting skills, analytical thinking, and being able to concisely explain technical concepts in a non-technical way. A normal support ticket here is equivalent to an escalations ticket at another company, so if you love a challenge and you’re inherently curious to know more, this is the job for you.

Our customers are people, not numbers, so we take a quality-first approach when working with them. As long as you’re honest, productive, empathetic and, above all, provide stellar support, we’re not going to hassle you about meeting metrics or KPIs because we want you to focus on taking care of our customers.

The entire Order Desk team is generous with our knowledge and our time, and we teach and learn from each other on a daily basis. Decisions are often made collectively based on the wisdom and experience we each bring to the conversation. We are willing to look beyond our own ideas and comforts to grow our potential and do the right thing for our customers and each other.

Requirements

You must have a high level of experience in email customer support, preferably in tech, or be able to show strong reading comprehension, analytical and written skills in the question and answers asked in the application process.
Obstacles are not roadblocks to you; they are challenges to be figured out. You’re a problem solver who likes to find solutions rather than waiting to be told what to do.
You’re a learner and a question asker; you aren’t afraid to be wrong if you know you can learn from your mistakes.
You are comfortable finding your way around a new software program.
You have the self-discipline and motivation to work efficiently and honestly in a remote company.
You appreciate the balance between fun and professionalism.
You speak and write English fluently.