What we're looking for

You have at least a couple of years of experience with support and documentation. You've ideally worked remotely previously. We’re looking for someone who can hit the ground running. You have a good grasp on support principles, technical troubleshooting, and writing documentation. Our team is a blend of senior level and junior level folks and we're looking to help someone level up.

Talented writer and communicator. So much of this role involves writing that great English writing skills are a must. You can communicate complex topics in a friendly way, both with customers and internally.

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 feel foolish because of a small mistake.

You love solving problems. Qwilr works hard to make the software easy to understand, but sometimes customers want to do things that take a bit of thinking. 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 are naturally curious and have a history of learning new things quickly. At Qwilr, our product is always evolving, as is our market. Customers are great at curveball questions and you need to be comfortable finding the answers.

You pay attention to all the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every message you send. You make sure each word you choose makes the costumer delighted to work with you and Qwilr. You notice the small things customers say and do and build your responses around that. You definitely noticed that this section has a typo.

You live in North America. While this role is remote, we're ideally looking to cover support between 9am and 6pm Pacific time. We also require some flexibility to work later than 6pm or on weekends and holidays if needed to help cover for other team members. We believe sleep matters and aren't looking for heros to work second and third shift or put in crazy hours.

Our Process - What To Expect.

Tell Us Something About Yourself: We ask you to first start off with our application form. You'll be asked to answer a few questions, upload your resume, and send us a Qwilr Page telling us about the best support you've experienced.

Chat with our Talent & Culture Lead: If your application and experience 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 a few sample support questions and a short piece of product documentation. We generally expect tasks would take no more than 2 hours (generally less).

Chat with the team lead: If you look like a good fit you'll chat with Diana (our head of Customer Experience).

Chat with the team As things progress you'll have a chance to chat with 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.