We're looking to hire a part-time support person (exact hours TBD) to help out the customers of our three products. Wait, three products? Yeah, turns out we like starting things.
Here they are, in all their developer-focused glory:
- Upcase (https://upcase.com), an online learning platform for aspiring Rails developers.
- FormKeep (https://formkeep.com), a service that allows developers to easily add forms to their sites.
- Hound (https://houndci.com), a tool for automatically checking code style.
Upcase has over 1,000 customers, FormKeep and Hound have roughly 400 each. Each day, we get about 10-20 support requests across the three products.
Your job would be to focus on these goals, from most important to least:
- Share with our developers and product managers the aspects of our products that are generating the most support requests (so we can fix them).
- Build an awesome knowledge base/FAQ area to answer the most common questions (so you don't have to repeat yourself).
- Escalate the tricky stuff to the right people (so you're never forced to handle problems that are beyond you).
- Handle the remaining questions that do show up with speed and friendliness (so our customers can get back on the happy path).
All our products are targeted at developers, so you'll need a bit of technical ability (HTML for sure, basic programming ideally). Given that, we're prepared to spend the necessary time to train you on each of our products.
You're welcome to work remotely, or you can join us in any of our offices: https://thoughtbot.com/locations. Sorry international friends, but this position is US only.
You can learn a lot about how we work as a company by skimming our Playbook: https://thoughtbot.com/playbook. The last section, "Our Company", will probably be most relevant to you.
Please submit a cover letter explaining:
- Why you want to work in customer support.
- Why you want to work for thoughtbot and not somewhere else.
- A description of a great customer service experience you had and what made it great.