Customer Support Specialist at Qwilr
Remote from The Philippines
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Hi there,
I'm Alona, and I'm the Customer Support Lead here at Qwilr. We're a small but mighty team of folks that are here to ensure our users have a great time using Qwilr. We've got a phenomenal group of customers that we get to work with, and we're looking for a friendly person to join our team and help us continue to build & manage those relationships.
You can read more about the role and apply below. We look forward to meeting you!
Alona Vazinska
Customer Support Lead
Customer Support Specialist
Our support team is distributed all over the world and we help 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 as part of our team in The Philippines (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, training customers via videos and live calls, and helping Qwilr customers navigate our product and troubleshooting any issues they run into.
What You'll Do
- Answer support questions for our APAC customers. We support both email and live chat with occasional phone calls.
- Hold training calls for larger customers to get them onboarded onto the software.
- Troubleshoot technical issues. If you like solving puzzles, software support is endlessly fun!
- Work with our Education team on editing and maintaining documentation.
- 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.
- Occasionally support customers on the weekends (currently once every 7 weeks).
This role is remote, and we're looking for someone working in the Phillipines.
About You
- You have excellent command of English. Our support is mainly written between emails and live chat, but we also offer occasional troubleshooting phone calls or more regular training classes. Being able to communicate with our English speaking audience is a requirement.
- Speedy writing skills in English are a must. In Qwilr, every customer's case is unique, there isn't a saved reply for everything. You will need to be able to write unique replies based on customer's request and that are comprehensive and understandable and, most importantly, do it quickly (our response times are under an hour).
- 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.
- You want to work a later schedule. We're looking for someone to work 12pm-9pm (Phillipine Standard Time).
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.
Perks
- Competitive salary
- Health benefits via our BPO
- 3 weeks paid leave per year + dedicated sick leave and public holidays
- Amazing company-wide retreats every year
- Budget for work setup, further education, conferences and books
- Remote-friendly, parent-friendly, and support for flexible working arrangements as the queue allows
- 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
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You Apply
You'll apply and let us know a bit more about yourself and your background.
01
Application review & take-home task
After your application is submitted our team will review it. If you pass our screening you'll be invited to do a short task. We'll ask you to create a Qwilr Page telling us more about yourself and embed a Loom video telling us about the best customer service experience you've ever had and why it was the best.
We want to know more about how you think about service and what makes it great. And we also want to see how you present yourself in writing and video as those are both mediums you'll use frequently with customers.
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 timed 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.
We'll have an idea of how you'd work with customers and you'll have an idea of the types of questions we see from customers.
04
Interview with the Hiring Manager
As things progress you’ll chat with Alona (our Support Team Lead). This will be an opportunity for you to get to know us at a human level, and for us to get to know you.
We'll make sure there is plenty of time set aside so you can ask any questions you have about what it's like to work at Qwilr or what the day-to-day of the role is like.
05
Interview with our VP 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.
☎️
References
With our top 2 candidates we like to talk to their references before making a final decision. We'll work with you to talk to a couple of previous managers and/or coworkers.
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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!
WHY QWILR?
We're combining the best of documents with the best of the web.
At Qwilr we are reimagining the way businesses communicate with their clients.
We help anyone create beautiful, intuitive sales and marketing documents as web pages that look impressive and integrate seamlessly with their business (like this one!).
Our mission is to build the most effective way for customer-facing teams to communicate on the web - simply, creatively and efficiently. We make design and technology easy and enjoyable to use, so our customers can always represent their best professional self.