Customer Support Specialist
at Qwilr
Remote: Europe, Middle East and Africa
(Remote from Europe or similar timezones)
At Qwilr, we've built the modern way for teams to create winning sales proposals and documents: beautiful, personalized web pages, which anyone can create.
Qwilr also makes it a snap to add e-signature, receive Stripe payments, and integrate everything into your CRM, as well as a ton of other features that PDF documents could never offer.
We have made a beautiful product that solves customers' needs, and that in turn has made us a strong business, with a multi-million dollar ARR, consistent growth and incredibly low churn.
It's now time for us to scale this growth and we want you to come and be part of it.
About the Role
Our small but mighty support team is distributed all over the world and support customers 24 hours a day, 5 days a week. We focus on speedy, thorough replies, that really wow our customers.
We’re looking for a friendly person to join our growing remote Support Team, specifically in Europe or similar timezones (we don’t want any heroes willing to work at 2am as we think sleep is important!).
Your role will be broad and will include email and chat support, writing documentation, filming help videos, and helping Qwilr customers navigate our product and troubleshooting.
What You'll Do
- Answer support questions for our European customers. We support both email and live chat with occasional phone calls (these would be troubleshooting Zoom calls scheduled in advance).
- Troubleshoot technical issues. If you like solving puzzles, software support is endlessly fun!
- Contribute customer feedback. At Qwilr the customer’s voice matters and everyone working with customers is able to help funnel that feedback right back into the product.
- Work with our Education team on editing and maintaining documentation and filming fun and friendly videos for customers.
- Hold training calls for larger customers to get them onboarded onto the software.
- Occasionally support customers on the weekends (currently once every 6 weeks).
About You
- You have support experience, preferably B2B SaaS support experience. We're looking for at least 1-2 years of previous support experience, preferably written support in a B2B environment.
- You have excellent command of English. We don't mind where you are based as long as it’s a European timezone (one or two hours off GMT), but you must have excellent written and spoken English skills. Great writing skills are essential.
- You're empathetic towards customers and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.
- You love solving problems. While Qwilr works hard to make the software easy to understand, sometimes customers want to do things that take a bit of thinking or they’ll run into a bug. We’re looking for someone who loves solving puzzles and can help figure out the best way forward to get a customer back up and running.
- You have clear routines and structure. Qwilr's support team is entirely remote and stretched all across the world. Remote working means you will need a high degree of organization and self-leadership in the way you manage your day efficiently without having other people around.
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other folks in minority groups tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point above, please still get in touch. We'd love to have a chat and see if you could be a great fit. You can find more about diversity and inclusion at Qwilr here.
Bonus Points
- You have experience creating tutorial videos
- You're enthusiastic about customer education and creating educational resources
- You're comfortable leading customer classes and webinars
Perks
- Competitive salary
- Meaningful equity
- 4 weeks paid leave per year
- Generous parental leave
- Amazing company-wide retreats every year (to be resumed ASAP post COVID)
- Budget for work setup, further education, conferences and books
- Remote-friendly, parent-friendly, and support for flexible working arrangements
- But, the real benefit is that at Qwilr you'll get to do challenging, rewarding work with smart and dedicated teammates.
Our Team
Principles
Way finding in startups is hard, that's why Qwilr is driven by our principles.
Hiring stages
01
You Apply
You'll apply and let us know a bit more about yourself and your background.
02
Initial call with our People Team
You'll have an initial call with someone from our People team to chat through some of your experience to date, salary expectations, and for you to hear what it's like working at Qwilr.
03
Support take-home task
We find that there is no better way to find out if someone will be good for the job than to have them do the job in a simulated environment and it's also a great way to give you a look at some of the day-to-day work with us. This task mirrors what it’s like working with our customers and involves sample support questions. We cap it at 40 minutes max and we'll schedule the start time with you.
04
Interview with our Support Team
As things progress you’ll chat with Alona (our Support Team Lead), as well as other members of the team. This will be an opportunity for you to get to know us at a human level, and for us to get to know you.
05
Interview with our Head of Customer Experience
After this, you’ll talk to Diana our Head of Customer Experience. This is a great chance to get to know company leadership and more about how we work.
06
Offer 🎉
If all lights are green, you'll have a final conversation with Alona and she'll be (very) excitedly making you an offer to join Qwilr!