We’re looking for a curious, dedicated, and experienced Administrative Assistant. You’d work closely alongside our Community Manager, assisting them with both website-related matters and customer support.
Here are some specific examples of what you’d do:
* Organize incoming e-mails and draft replies to them;
* Monitor our social media accounts and content submitted on our website, such as post comments or forum threads, alerting the Community Manager when needed;
* Review and categorize interesting insights from our user surveys;
* (Only if you have social media experience; not mandatory) Draft social media posts.
Does this sound like something you would excel at and enjoy doing? Then please keep reading!
Your Skills and Background
* Passionate about and deeply interested in psychology and human nature;
* Used to (or interested in) working remotely;
* At least 2-3 years of relevant experience;
* 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 2-3 years of experience in a similar role, ideally in a related field. We’re flexible about numbers, but there are simply some things you can only learn on the job. There will be times when customers will test your patience and problem-solving skills, and you’ll need to rely on your experience to handle the more complex cases.
This is a fairly junior role – for example, as we’ve already mentioned in the intro, you’d be drafting e-mail responses for review and further action rather than sending them to customers yourself, at least at first. Ideally, we’d like you to take on more responsibilities once you’ve warmed up a little, with a corresponding increase in compensation – however, we’re very happy to have an extended training period to make sure that you know all the ins and outs of what we do and what our key business principles are. As long as you’re dedicated and willing to learn, we’ll give you all the support you could possibly need.
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 drafting a polite response. 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 to waste your time.
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 (https://www.16personalities.com/articles/our-theory) by heart, you’ll also need to be able and willing to do additional research (e.g., recommending a specific survey or an article to a member interested in that topic) where necessary. Furthermore, you’ll need to be able to spot and address things like spam e-mails, phishing or social engineering attempts, references to competitors’ products, 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. We use HelpScout to manage our support requests.
If you have some social media experience, we could also use your help in creating posts for our social media accounts (Facebook, Twitter, and Instagram). This is strictly optional, we’ll consider your application with or without that experience – but if you happen to be a social media guru, please do mention it.
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.
Some More Info
You’ll work as part of a small, remote team. Our people live in a number of countries all over the world, 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 Insights section (https://www.16personalities.com/members-area/insights).
It won’t really matter when or where you work, as long as you’re consistent and dependable. You should be available for at least 2-3 hours every working day, ideally before noon (Eastern Time Zone).
The hourly rate for this position is $25. It’s negotiable, so don’t hesitate to propose a different rate if you believe your skills and experience warrant it.
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.
Now, as for the application process itself, we’d like to see your resume and a short video introduction explaining why you think you’d be a good match for the role. Just a couple minutes will do – e.g., record the video on your phone, upload it to YouTube or a similar site (ideally as “unlisted”), and e-mail the link and your resume to firstname.lastname@example.org. Please also include your availability info and preferred hourly rate, either in the video or in the e-mail.
The video requirement is a bit unusual, but trust us on this one, this will show us your interest and personality much better than any resume could. We’d love to get a good initial idea of what drives and inspires you before proceeding further. Also, make sure you mention unicorns somewhere, to prove that you’ve really read all of this. Bland CVs with buzzwords are boring.
We’ll then pick the most qualified candidates and get in touch with them, discussing the workload, hourly rate and similar basics. This shouldn’t take us more than two weeks. We’d also really appreciate if you didn’t send any follow-up e-mails – we won’t be able to respond to them, and it’s also really frustrating to get a wave of “follow-ups” 3-5 days after the initial submission. That’s not a good piece of job seeking advice. Just please simply give us some time
This should be it – thank you very much, and we look forward to hearing from you! Please do feel free to contact us (https://www.16personalities.com/contact-us) if you have any questions at all.