NOW HIRING: Customer Support Specialist

Company: SkyVerge
Website: https://www.skyverge.com
Headquarters: Boston, Massachusetts, United States


Howdy 👋We’re the folks at SkyVerge, and we build WordPress plugins that help over 100k+ eCommerce businesses grow and manage their WooCommerce stores. Our team is 100% remote, with 34 people distributed all over the world.

We’re looking for a friendly, talented Customer Support Specialist to join our team and help support our entire suite of products: a suite of WordPress plugins for WooCommerce, and Jilt, an email marketing platform built for eCommerce.


The Role

You’ll be the first point of contact for hundreds of thousands of eCommerce stores, helping them with problems, and answering questions. As part of a small team, you'll likely get your hands dirty with a little bit of everything.


Here are some things you may do on a given day:

• Assist customers by troubleshooting technical problems and escalating to the engineering team as needed
• Answer pre-sales questions and other feedback from customers
• Document and optimize our support process to improve customer satisfaction
• Write technical documentation and other content so customers can help themselves
• Help our product, engineering, and marketing teams identify areas where we can improve the customer experience
• Monitor social media and forums where customers may have questions or issues with our products and get them the help they need
• With over 70 products that we support, there's plenty to learn. We’re aiming for you to have broad knowledge (mile-wide, inch-deep) and work closely with the product & engineering team to tackle more technical or in-depth questions that go beyond your knowledge.

On the first day you will:

• Onboard and get to know your new team members
• Pair with a teammate for training, and answer a few customer questions together
• Have a complete WooCommerce setup with major plugins installed
• Read and review support guide

In the first week you will:

• Answer customer questions (draft, review from teammate or manager, send)
• Dive into learning WooCommerce and our major products (Memberships, for example)
• Fix a few documentation issues

In the first month you will:

• Own your own queue
• Answer customer questions with minimal review
• Contribute to documentation as necessary

Requirements

You

You have that unique combination of technical aptitude and empathy for the user. You’re comfortable with code but prefer to be customer-facing. You’re self-driven with a sense of urgency and draw satisfaction from going above and beyond to provide solutions. You’re an excellent communicator and have the ability to thrive in a distributed environment. Perhaps most importantly, you have a willingness to learn.


To succeed in this position, you must have:

• A solid understanding of HTML / CSS
• A basic knowledge of JavaScript
• Native-level fluency in English (Are you fluent in other languages? Tell us! We love being able to support customers in their native language.)
• Outstanding written communication and interpersonal skills
• Boundless curiosity for our products and our customers
• Ability to thrive in a remote environment (along with a reliable internet connection)

It’s helpful if you have:

• Experience writing and maintaining documentation
• Experience with WordPress
• Experience with WooCommerce (or other eCommerce platforms)
• Experience supporting SaaS products
• Experience supporting downloadable software (especially in the Linux / Apache / MySQL / PHP stack)

Benefits

Our team is fully-remote and we communicate primarily through Slack, Basecamp, Help Scout, Intercom, GitHub, and weekly stand-ups via Zoom (a few short meetings) — we believe the best work happens when given lots of uninterrupted time that’s free of distractions.

As a remote team, we believe that regular meetups are invaluable for getting to know each other better, so you should be available for 1-2 company-paid team trips per year. Curious about what those are like? Check out our recap of our last team retreat (SkyTrip), which brought the entire team to a Scottish estate for a week. It’s a plus if you think (like we do) that bears are absolutely the coolest animals in the forest. 🐻Want to know more? Read what the team has to say about working with us.
This is a full-time, salaried position, but hours are flexible. We know your work will speak for itself with thoughtful replies to customers, wiki edits, and published documentation.


Process

After an initial screening, you’ll get an email with a few questions to answer. Following that, you’ll interview with Catherine, our Head of People Ops. Next, you'll complete a short, one-day research project. This helps you get a sense for the kind of things that you’d work on in the position, and helps us learn more about how you think.

The most qualified candidates will then have a few more ~45 minute phone chats with different people on our team to learn more about you and answer any questions you have about the position and company. Finally, we’ll select a single candidate to be offered a full time position, and then the real fun begins! 😄


Here are some benefits we're happy to offer to our team members:

• Competitive salary
• 28 days of paid time-off, in addition to 1 company holiday (SkyVerge Day in March 😀)
• Medical, Dental, and Vision insurance for US and Canadian residents and their families (reimbursements for comparable care for non-US/Canadian residents)
• 401k/RRSP Retirement plan with 4% company match for US/Canadian residents (contributions to comparable plans for non-US/Canadian residents)
• 8 weeks paid parental leave for new mothers and fathers
• Work flexible hours from anywhere that has a reliable internet connection
• Tools (hardware/software) to help you be productive
• Allowance for professional growth (books, courses, conferences)
• Home office or co-working allowance
• A Kindle to help you keep learning

We support workplace diversity and do not discriminate on any protected class. We believe when we work together as a team of different views, experiences, and ideas, we can build amazing things.

Applications accepted through March 13th.

Source: Remote OK, SkyVerge

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NOW HIRING: Junior Product Manager

Company: Follow Up Boss
Website: https://www.followupboss.com
Headquarters: Austin, Texas, United States


About Follow Up Boss

We make real estate lead conversion and sales follow up more efficient and automated resulting in our clients making more sales and having the capacity to grow their business in a calm and organized way. Follow Up Boss enables agents to deliver an incredible customer experience, at the speed and volume that today’s real estate businesses require.

• We’re a SaaS solution that accelerates sales for real estate teams
• We’re a self-funded, profitable and growing company founded in 2011
• We’re a remote company with a mostly US-based team
• We don’t just claim to be customer-centric - we live it:Facebook Reviews
• Check out our video on how we work:Video
• What are our operating principles? Our Principles
• How do people feel about working here? Glassdoor

Who We’re Looking For

You are passionate about product management and desire to understand how to tailor the scope & rigor of projects to optimize for cost of delay with the need to ship customer value. You think big, you ask a lot of questions and have a bias for action, knowing it improves outcomes for customers. You thrive in a scrappy environment, you value product research, competitive analysis, and direct communication with customers to make informed decisions.


About the position

As a Product Manager at Follow Up Boss, you will aid our teams in continuously delivering excellent, useful Product for our customers. You will be 100% customer focused, in understanding their needs and problems, plus researching industry trends that will help us anticipate their future needs. You will work directly with external customers to collect input and mold insights into detailed requirements and rough solution mockups. You will maximize the efforts of the team by helping them scope hammer on core customer target outcomes, communicate effectively with stakeholders, perform functional testing, organize customer feedback loops, define success metrics, and assist with the go-to market plan. All the while simultaneously protecting the UX and quality of delivered features to uphold our “Best in Show” solution that meets our goal of delivering a referable experience to every customer we win.


Responsibilities:

• Understand our customer’s JTBD by crafting solutions to their needs that clearly translate into clear functional requirements, with solution mocks that facilitate a sound design for our team’s to confidently build.
• Completely own feature initiatives for both our web and mobile platforms, from ideation, requirement specifications, planning, through development scope hammering, to launch, and feedback polish cycles.
• Ruthlessly prioritize the path to delivering realized customer feature value that maximizes the work efforts of our teams week to week.
• Own feature adoption success by monitoring success metrics, co-creating support documentation, go to market feature messaging and conducting training with internal teams.
• Research customer insights and stay abreast of industry trends, and monitor feedback channels to anticipate customer needs.
• Communicate effectively across remote teams to create alignment between design, engineering and stakeholders.

Essential

• Strong communication skills and intuition for effective collaboration with a fully remote team.
• Passionate about consistency and details.
• Demonstrated experience working in either an agile Kanban or Basecamp framework.
• Knowledge of Product Management best practices for creating requirement specifications, wireframes & mockups to visually convey solutions.
• Ability to ask probing questions to give and receive feedback in an iterative environment.
• Comfortable with rolling up your sleeves to help the team get the job done in any stage of the product process.
• Process-thinker who can continuously reinvent and improve how we do things.
• Comfort in pointing out when a design concept could be better and strategizing solutions for them.
• Ability to collect and synthesize qualitative and quantitative research to inform and validate product and design decisions.
• Ability to co-create and execute test plans for features.
• Ability to troubleshoot customer issues down to the root cause and provide detailed bug reports.

Desired Skills

• Domain knowledge of Real Estate industry & Sales Engagement Solutions
• Awareness of UX/UI principles and how content and design work together.
• Experience creating wireframes & mock-ups to visually convey and inspire product ideas
• Experience with product solution & design for both web and mobile iOS & Android apps
• Facilitate meetings and brainstorming sessions that are organized and productive
• Ability to create visual artifacts to articulate, inform and validate ideas with customers and stakeholders (wireframes, sketches, journey maps, etc.)
• Ability to perform interface design critiques and supply objective feedback to designers

Source: Remote Global, Follow Up Boss

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NOW HIRING: Operations Manager

Company: Float
Website: https://www.float.com
Headquarters: New York City, New York, United States


Float is the world's leading resource scheduling app, helping more than 3,000 creative teams plan their time.

We’re hiring a remote Operations Manager to join our talented team of 18. This role will touch almost all parts of the business, from HR, to finance and event planning. You’ll play a key role in the growth of Float, ensuring our team are setup to succeed and shaping a culture that’s true to our values. You’ll report directly to our CEO.

We’re considering candidates looking for part-time (20h/week), scaling up to full-time. If you took time off to start a family and are looking to scale back up your working hours, this may be right for you.


Activities include:

• Managing our hiring process end-to-end: From writing job descriptions like this one, to candidate managment, and drafting contracts.
• Onboarding new starters: Ensuring new team members get off to the right start.
• Leading the planning of our team meetups: Coordinating our annual all-team (last year it was Athens) and departmental meetups.
• Payroll, benefits and expense management: You'll be our go-to for payroll, benefits or expense-related questions.
• Basic accounting: You’ll pay vendor and team invoices, reconcile customer invoices, work with our accountant to keep things in check and create basic financial reports.
• Refining our tools and processes: You'll be continually assessing how we work, and what tools we use - exploring opportunities to improve efficiency.
• Over time, as our team expands, you’ll be instrumental in defining our role levels and performance review process. You'll also build on the benefits and perks that are most valuable to our team.

Requirements

• We’re looking for someone who has had demonstrable experience working in an Operations role and reporting to senior leadership. Perhaps you worked for a large team and are looking to have a greater impact on a growing team. You know first-hand, the challenges that come with scaling a team.
• You thrive on the variety that comes with the role, and the satisfaction of helping others. You have a flair for creativity when it comes to decisions like where we host our annual meetup, and are equally comfortable delving into a spreadsheet.
• You understand the legal differences between US Employees and Contractors - our team are a mix of both - and can leverage your experience to improve our policies in countries where we do have team members. Experience in US corporate tax is a bonus.
• Our payroll is administered by JustWorks, and you’re familiar with payroll administration and PEOs.
• As our team are in many different time zones, we rely on clear, concise, written communication. This is one of your strengths, and it should be evident in your application.

Benefits

💼 Co-working expense budget: A budget for when you'd like to work out of home.
🖥 Home office expense budget: We help kickstart or upgrade your home office setup.
💪Health & fitness expense budget: A budget for the activities that help keep your mind and body in shape.
🏖 Work where you want: As long as you have great internet speeds, be wherever you want to be.
🏰 Annual team meetup: We get together as a full team every year. The last two were in Athens and Lisbon.
⚕Medical, dental & vision: In the US, we pay 50% of your coverage, including partners and children.
💰Team liquidity pool: Rewarding our team if there's ever an exit.


Salary range is USD $85K - $100K (At full-time hours or otherwise pro-rated). Compensation is benchmarked relative to experience and equitable to other roles at Float. We're a US-based company. If you are based outside the US, as half our team is, you will be hired as a Contractor.

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NOW HIRING: Product/Visual Designer

Company: Clevertech
Website: https://www.clevertech.biz
Headquarters: New York, United States


What is Required

• 5 years experience developing digital products across a variety of mediums, including web and mobile
• You have participated in the full design cycle to deliver world class, pixel perfect designs.
• Strong communicator and fluent in English with excellent written and verbal communication skills.
• Strong understanding of the agile software development process

Our Benefits

We know that people do their best work when they’re taken care of. So we make sure to offer great benefits.

• Competitive Vacation Package
• Annual Financial Allowance for YOUR development
• Flexible Family Leave
• Clevertech Gives Back Program
• Clevertech U (Leadership Program, Habit Building, New Skills Training)
• Clevertech Swag
• Strong Clevertech Community

How We Work

Why do people join Clevertech? To make an impact. To grow themselves. To be surrounded by developers who they can learn from. We are truly excited to be creating waves in an industry under transformation.

True innovation comes from an exchange of knowledge across all of our teams. To put people on the path for success, we nurture a culture built on trust, collaboration, and personal growth. You will work in small feature-based cross-functional teams and be empowered to take ownership.

We make a point of constantly evolving our experience and skills. We value diverse perspectives and fostering personal growth by challenging everyone to push beyond our comfort level and try something new.

The result? We produce meaningful work


Getting Hired

We hire people from a variety of backgrounds who are respectful, collaborative, and introspective. Members of the tech team, for example, come from diverse backgrounds having worked as copy editors, graphic designers, and photographers prior to joining Clevertech.

Our hiring process focuses not only on your skills but also on your professional and personal ambitions. We want to get to know you. We put a lot of thought into the interview process in order to get a holistic understanding of you while being mindful of your time. You will solve problems derived from the work we do on a daily basis followed by thoughtful discussions around potential fit. Whatever the outcome, we want you to have a great candidate experience.

Want to learn more about Clevertech and the team? Check out clevertech.careers.

Clevertech's Career Growth Video

Interested in exploring your future in this role and Clevertech? Set yourself up for success and take a look at our Interview Process before getting started!


Source: We Work Remotely, Clevertech

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