Customer Success (Support) Team Member For All-Remote SaaS Company
Location: Wherever you are or want to be in the USA.
Do you enjoy troubleshooting technical issues, have prior customer support or service experience, and are detail-oriented? Are you able to communicate technical information simply and easily to technical and non-technical customers? If so, we’d like to hear from you.
About the Role
Our Customer Success (Support) Team’s name reflects its primary goal: maximizing our customers’ success. Daily responsibilities in pursuit of this goal include responding to customer product inquiries and providing technical support. As a member of this team, you will help triage customer reported issues and respond to them via phone, email, and chat. In addition to providing customized solutions and recommendations, you will be asked to track recurring issues and report them to the appropriate team or individual.
Bachelor’s degree or relevant experience
At least 5 years of Customer Support / Service experience for a B2B or SaaS company
Ability to communicate technical information in a simplified, easy to understand manner
Excellent written and verbal communication skills
Top-notch customer demeanor
10 plus years of Customer Support / Service experience
Knowledge of hosting-related topics and technologies like TCP/IP, IP routing, DNS, FTP, HTTP, Email, Firewalls, SSL/TLS, Unix, or Linux
Our Core Beliefs
Here are just some of our Core Beliefs:
We believe that the best Engineers tend to be polyglots with a wide variety of programming language experience. We don’t hire for specific programming language skills, but rather look for engineers who are fluent in several programming languages. We want our staff to be adaptable and ready to evolve to what’s next.
We believe that open-source only works if companies give back. If you work on any open-source projects during the course of your work at Action Verb, you are encouraged to submit your improvements as a pull request back to the upstream project. And if you build something from scratch while working here that’s generic and not related to our core products, we want you to release that on GitHub too. We’ll also pay your travel costs to any conference where you can get a speaking gig.
We believe in building products that we actually use ourselves. We are our own toughest critics and we put all of our products through their paces every day.
About Action Verb
We build two Infrastructure-as-a-Service Platforms that empower organizations worldwide: BrickFTP, a hosted file sharing service for business, and Vae Platform, a collection of offerings in the hosting and eCommerce space.
Our company consists of 14 (and growing to 35 by the end of 2019) full time USA-based remote employees.
Our products and services are used by over 2,000 enterprises and SMBs, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.
We’re Bootstrapped, Profitable, and Growing
Our success comes from building great products and services that are loved by our customers, and our growth comes from expanding and improving our products as quickly as we can.
We believe that great products can only be built by great people. So we’re on a quest to find the smartest, most creative, and most motivated technical people, and create an environment in which they thrive.
You Will Have Authority, Accountability, and Autonomy
At Action Verb, we follow a unique approach to management and company structure that draws inspiration from systems such as Holacracy and the unique approaches taken by Value and Google.
Our employees don’t have a single job description. Instead, you will fill many specific, focused roles that have very clear authority and accountabilities.
Some roles are big and some roles are small, but every role has a defined area of authority belonging exclusively to that role.
You will know your authority and accountabilities, and take action.
Roles are created, changed, and removed as our business grows, and the roles you fill as an employee will evolve over time.
We Are A Remote Company
You will work from home and have some flexibility to choose your working hours, allowing you to make time for family, recreation, vacations, or anything that is important to you.
Every quarter, you’ll travel to an in-person meeting with the entire team to meet and work together face to face. These meetings are in cities that are fun to visit. In the last few years, we’ve been to Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City.
When we need to fill a role, we look for people with a track record of success filling a similar role.
We do not hire interns, junior staff, or anyone with less than 3 years of experience directly related to the role. As a result, you will relate to everyone here as a peer.
If these bullets describe your experience, please read on!
Salary, Pay, and Benefits
Action Verb offers competitive salaries based on experience combined with unparalleled flexibility and other benefits to secure top talent.
You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. Go have fun. Don’t work all the time.
We will provide you a $2,500 signing bonus to purchase a new computer, desk, or anything else that would help build or refresh your home office.
We’ll update your salary annually based on your performance, as reviewed by your peers. Over the course of your career at Action Verb, your salary can grow by 2-3x if you are one of our highest performers.
We fully pay base plan health insurance premiums (exact plan details depend on your state of residence), and we’ll pick up the tab for 75% of your spouse or dependents if they wish to join your chosen plan. We want your family to be healthy.
Ready To Apply?
Working here isn’t for everyone, but if you think it might be for you and you have the required experience, please apply right here on this page.
We’d like you to write a cover letter specific to this position at Action Verb. Please make sure that it contains all of the following:
What is your typical strategy for handling demanding customers?
What is your experience with providing support to engineers and business clients? Please include detailed information about what kind of products you supported and an approximate idea of scale (e.g. averaged 500 interactions per week.)
You may also want to write about why this opportunity calls to you personally and why you see yourself as a good fit for Action Verb.