Company Description
Since 2012, our all-remote team has created and operated a growing set of websites that help people create puzzles and teaching materials in a quick and easy way. These sites include: My Worksheet Maker, My Crossword Maker , My Word Search, My Bingo Maker, and My Flashcard Maker. Our users are primarily teachers and we are passionate supporters of educators around the world.
We are an exclusively remote team comprised of the company founder, three Software Developers, a Quality Assurance Analyst, a part-time Head of Customer Experience, and two part-time Customer Support Representatives (soon to be you!). Our Customer Support Representatives are in charge of making sure all customers have what they need, primarily through email-based customer support.
Additionally, Customer Support Representatives investigate, report, and track potential bugs experienced by our customers.
Representatives can work from anywhere in the world with a strong, reliable internet connection.
Customer Support Representative Job Summary
The primary responsibility of a Customer Support Representative is responding to user needs in a timely manner. Communication with customers is conducted almost exclusively over email. Regular video team meetings are also required.
Customer Support Representatives have ownership over all incoming communication to the company, and a responsibility for providing prompt, courteous support to all customers. Duties include:
Respond to all email, social media, voicemail, and Slack messages Investigate, test, and resolve customer issues Process refunds Compile and submit chargeback disputes Escalate issues where appropriate Meet with supervisor and team members via video conferencing on a regular basis Satisfactorily meet performance and response metrics Document customer issues and create bug tickets, where needed Occasionally: help test sites before and after updates Customer Support Representative Required Qualifications Be among the most reliable people we've ever met Have a knack for turning sad faces into happy faces Self-motivated and self-directed Enjoy the freedom and autonomy of flexible, remote-work Excellent written and verbal communication skills Excellent grammar and spelling (most of our customers are teachers!) 1+ year(s) experience in a dedicated customer support role (food service does not count) Ability to participate in virtual and video meetings Experience with remote work preferred Experience in banking or handling payment transactions preferred High technical/web literacy Experience and interest in writing preferred Reliable, high-speed internet connection Time Frame
The anticipated start date is October.
Compensation
$20 USD/hour.
Fit
This position is not a good fit for everyone. This section should make you feel excited! If it makes you feel concerned, this is probably not the right position for you.
The job is all remote work, working every other week for ~10 hrs per workweek in fall-winter-spring and ~6 hrs per workweek in summer. The Customer Support team is expected to maintain an average "first reply time" under 12 hours on weekdays and under 24 hours on weekends. No customer should wait more than 24 hours for a response. You have full flexibility on which hours you work to accomplish this metric during the days that you're on, and you can swap days with the other representative in case of vacations, sickness, or personal emergencies.
We are also very interested in working with people who are strong writers, and/or have experience in a tech company. Familiarity with Slack, Groove, Jira, Trello, Google Drive, and Stripe are a plus.
Applying
Please include in your cover letter why you will be excellent in this position, both in terms of your qualifications and in terms of the fit.
