Job description

Whereabouts: We are full-remote, global and hours agnostic! Please be aware that many of our team are based in Europe. This means will generally need to have at least 3 hours of work cross-over with CET and GMT. Read more about our approach to Remote working here.

Interviews: Around 4 hours over a few weeks, including some paid practical work

Salary: Flat rate at $23 per hour globally and £17 per hour for UK candidates and €20 for European candidates // Standard 10 hours per week

Ask us anything: careers@whereby.com

🌏 What Whereby is all about

Created with Scandinavian simplicity at heart, Whereby is a remote-first video meetings company with a vision of a world where anywhere works.

We believe in everyone. We see our differences as a strength; it’s this philosophy that drives us towards our mission. This means we see your unique history as having a value money cannot buy; we believe in the strength of every intersection of race, religion or belief, ethnic origin, different physical ability, family structure, socio-economics, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity.

🔍 What we're looking for

We are looking for a customer support agent to support our Whereby Meetings product. This role will be around 10 hours per week, fully remote. You will be working as a consult for the team, rostered on flexible hours around your commitments and life. The kind of person who would do well in the role is someone who is looking for some supplementary income and likes working in a team environment but fully remotely.

⚒️ The nuts and bolts of the role*

* Please do not see everything in this job ad as "must have", but rather a guiding list of what we're looking for. We know that no candidate will be the perfect match for all we've mentioned in this posting, so don't be afraid to apply if you feel you're close to the brief but not "spot on"

Characteristics of someone that will do well in this role

You never sacrifice quality for quantity

You approach every customer interaction with empathy and care

You're comfortable interacting with customers from all nationalities, cultures, and walks of life

You have solid typing skills, and bring an authentic, human tone to your written communication

You've worked remotely in the past in some capacity, and understand the pros and cons of working in a distributed team

You're a problem solver by nature and aren't afraid to seek out answers or solutions independently

You keep a keen eye out for ways to improve customer experience and outcomes

Scope of your work

Answering Tier 1 and Tier 2 customer support from our Free, Pro, and Business customers

You will be provided training and support with Tier 2 support tickets during your training

Assisting in improving customer support processes and documentation such as adding new templates and workflows, and more

Documenting and sharing customer feedback on improvements and feature requests

Getting involved in Whereby's social and cultural ways of working

Day-to-day of your role

Responding to around 20 customer queries per day (depending on working time), ranging from troubleshooting problems, managing customer accounts and subscriptions, and helping customers understand how to get the most out of Whereby

Joining support meetings and discussions around recurring issues and solutions

Helping our team find new ways of offering support, such as introducing new tagging and templates

Identifying customer feedback or issues that need to be shared with the team

How we will measure your success

Quality of responses

Volume of tickets answered

Number of replies per resolve

Customer Satisfaction rating

You've read all this way... you may as well apply! 🙌

If you have any more questions, take a peek at our Recruitment FAQ on Notion or drop us an email to careers@whereby.com. You can always read more about Whereby here on our open handbook.

Background checking: We perform background checks on certain roles. For more information about how and why we carry out background checks, this document is a great starting point. For anything further, please email careers@whereby.com or your Talent Partner. Whereby’s background checks will be carried out by Zinc.

Legitimate posting: If you aren’t seeing this role advertised on https://jobs.lever.co/whereby the role is likely closed for new applications. Unfortunately, we are not always in control of where our roles are posted as many websites post our roles without our express consent. For this reason, you may be reading out of date information - we are so sorry about that. Our careers team is always on hand to answer questions, drop us a line at careers@whereby.com

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