Customer Support Specialist - Europe

AT QWILR

We’re looking for an enthusiastic 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 writing documentation and helping Qwilr customers navigate our product and troubleshoot.

The Day-to-Day

  • You would primarily be answering support questions for our European customers. This is mainly email based, but may be extended to chat or phone support in the future.
  • Writing user documentation and creating helpful videos so our customers can find answers 24/7.
  • Troubleshooting 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.
  • The timezone you work in should reasonably allow you to work till 7pm GMT (or BST depending on the time of year) to help cover support hours on the east coast of North America as well.
  • You will have the opportunity to come to Australia at least once a year to spend a week or two at our Sydney HQ. Although you’re working remotely, you’re no less part of the team and time together is precious.
  • What we're looking for

    You are early in your career. We’re specifically looking for someone a bit more junior. Our Support Team overall is staffed with senior level folks who can teach and mentor you as you learn more about the tech industry and Qwilr in particular. We’re not looking for a ton of tech industry or technical support experience, though some experience working in a customer-facing role is required.

    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.

    If you think this could be you...

    Please submit a Qwilr Page telling us (get creative!):

  • Who you are and why you think you would be great for this role
  • What your best customer support experience was. This can be a time you helped someone or you received great support yourself. We’re interested in learning more about what went right and why you think it was a great support experience.
  • NOTE: Please also send a traditional CV - you may include your Qwilr Page link in this
  • The Best Parts


    Impact

    Every member of Qwilr is actively encouraged to input and contribute to the direction of the product and the company. We actually have a formal process around The Big Questions at Qwilr called “Group Think”. Ideas can come from any quarter and shape our whole trajectory.


    Your Life Is Compatible With Qwilr

    Happy and healthy people can focus, push themselves when it matters and do great work. Exhausted and stressed people do not do good work. Period. Part of Qwilr’s focus on “Undeniable Bestness” is a focus on encouraging employees to be mentally rested, to take leave and to lead fulfilled lives outside of work. We want the best people and we want to keep them. Part of that means ensuring that life is compatible with Qwilr and ideally, enhance one another.


    Working With Smart People Who Care About What They Do

    We’ve got that list of impressive backgrounds we can reel off (Google, Microsoft, Campaign Monitor, Harvard etc) - but what you really need to know is this: Qwilr is fierce about finding the best people and providing them an environment to flourish. That means we’ve got a team of really smart people, who really care about, and take pride, in what they do.


    We Have A High Bar Of Excellence

    Our first principle as a company is “Undeniable Bestness”. We believe in winning our race by being the best, not throughs hacks, bandaids and shortcuts. This means we have a high bar of excellence at the company. We go back to the drawing board when things aren't right, because we care deeply about the quality of what we produce.


    Our Process - What To Expect.

    Tell Us Something About Yourself: Together with your CV, send in a Qwilr Page telling us who you are, why you think you would be great for the role, and what your best customer support experience was.

    Chat with our Talent & Culture Lead: If your Qwilr Page resonates with us, we'll set up a get-to-know-you chat with Elisa

    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. We do this in some capacity for all hires across Qwilr. This task mirrors what it’s like working with our customers and involves sample support questions.

    Chat with the team: As things progress you’ll chat with Diana (our head of Customer Experience), 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.

    Do I need {x,y,z} experience? Nope.

    We value raw intellectual ability, enthusiasm, hard work and a desire to learn far above years of experience, or familiarity with a particular tool or process.

    Why Qwilr?

    Qwilr makes it easy for people to express themselves using the web. You can read more here: http://blog.qwilr.com/why-qwilr/

    APPLY.

    Think you might be our Customer Support Specialist?

    We’d love to hear from you.

    _


    To kick off the application process, submit your Qwilr Page at http://jobs.qwilr.com/o/customer-support-specialist-europe