To be discussed.
We are looking for a curious, dedicated, and highly experienced Customer Support Agent / Analyst who would be able to help our customers and members resolve various hiccups that inevitably pop up, while also keeping an eye out for actionable feedback that would help us improve our website and services.
Here are some specific examples of what you would do:
* Respond to incoming e-mails in a timely and professional manner;
* Look for creative ways to independently resolve issues that fall outside the standard guidelines;
* Suggest improvements to our customer service processes and tools;
* Record specific bug reports or feature requests, pinging the development team as necessary.
Your Skills and Background
* Willing to take initiative and improvise;
* At least 3-4 years of experience in a similar role;
* Diplomatic yet firm and resistant to pressure;
* Meticulous, curious, and able to handle theoretical concepts;
* Experience in dealing with confidential information;
* Comfortable with Slack and at least one online helpdesk;
* Native-level English reading and writing skills.
Nice, long version:
To begin with, you should be willing to take initiative and improvise where necessary. We’ll provide you with plenty of guidance, examples, and templates – however, no two issues are alike, and there will be times when you’ll need to be creative. You’ll have plenty of time to warm up, gradually moving to more complex issues, and you’ll always be very welcome to seek advice if needed – but you shouldn’t get flustered whenever something slightly unexpected comes up.
You should have at least 3-4 years of experience in a similar role, ideally in a related field. We’re not obsessive about numbers, but there are simply some things you can only learn on the job. There will be customers who’ll test your patience and problem-solving skills, and you’ll need to rely on your experience to handle the more complex cases.
You should be open-minded and diplomatic, but also firm and able to handle pressure. You’ll see amazing e-mails that will really make your day, but you’ll also get some that will make you want to stand up and take a deep breath before responding, politely. The latter are very few and far between, but you’ll need to be able to recognize when someone is really having an issue, and when they are trolling or simply looking for someone to chat with.
Attention to detail, curiosity, and ability to handle theoretical concepts will also be critical in this position. You’ll not only have to know our personality framework by heart, you’ll also need to be able and willing to do additional research (e.g., recommending a specific survey to a member interested in that topic) where necessary. You’ll need to be able to spot and address things like someone e-mailing from a slightly different address than the one they claim their account is linked to, references to competitors’ products, phishing attempts, and so on.
You should have experience in, and be comfortable with handling confidential information. While we don’t deal with medical data or anything like that, personality testing is still a deeply private matter, and you’ll be expected to treat members’ account details accordingly. In other words, we’ll trust you to not look for your date’s or co-worker’s personality test results in our database. All access is logged and regularly audited, but we’d rather not rely just on that.
You should be familiar with at least one helpdesk (e.g., Zendesk, Desk, HelpScout etc.) for e-mail management and Slack for daily communication. This isn’t a dealbreaker, but if you’ve worked with helpdesk software before, that will speed things up significantly.
Finally, you should have native-level English reading and writing skills, and a very good understanding of U.S. culture (or Western culture in general). You can live anywhere in the world, your location doesn’t matter; however, since 80%+ of our audience is in the U.S., you should be familiar with U.S.-specific issues.
It’s a challenging, non-junior role, and we’re looking for someone who’s really amazing at what they do. You’ll have plenty of room to learn, grow, and make an impact, and you’ll also be compensated generously.
Some More Info
You’ll work as part of a small, remote team. Our people live in a number of countries in North America and Europe, in various time zones. We don’t do calls, video or otherwise – all communication takes place on Slack. We also have a pretty horizontal hierarchy, with everyone being welcome to suggest or criticize ideas. Or simply chat about the latest events or share a cool meme.
So, this is a fairly relaxed and informal environment. If you’ve only worked in organizations with strict hierarchy, multiple management layers etc., ours may not feel too comfortable. Just a fair warning. You may often end up in meetings where one person is sitting in a café in London, another is taking a break from hiking in the Rockies, and the third is typing in their studio that looks out to the Black Sea. We love what we do and there is no shortage of passion, but we don’t do “corporate” stuff.
This isn’t really a requirement, but you should be at least somewhat passionate about personality psychology. There’s a lot of jargon you’ll need to familiarize yourself with, and a fairly steep learning curve – so having at least some interest and passion will definitely help. If you’d like to get a good idea of what sort of things we work on, look around our Members Area, especially the Courses section.
It won’t really matter when or where you work, as long as you’re consistent and can review incoming e-mails at some point every day. As a rough estimate, you should be available for at least 20 hours a week.
The hourly rate for this position is $25-$35, depending on your skills and experience. It’s negotiable, so don’t hesitate to propose a rate outside this range if you’ve got a solid case for that.
Contract-wise, you’ll work on an independent contractor (non-employee) basis and will need to sign a contract with an NDA clause. The initial contract will be for three months, with a very high likelihood of extension if everything goes well.
How to ApplyClick Here to Apply