Headquarters: New York, NY
URL: https://www.paperlesspost.com/
Paperless Post is seeking a compassionate customer support associate that will help our users have the best experience possible on our platform on a daily basis. Because we never read answers out of a manual, you’ll spend your days providing the kind of personalized responses that make customers feel like they’re talking to a real live human being—because, well, they are!
After completing a two-week training session in our New York City office, remote support team members work 40 hours a week in 6-8 hour shifts, including some weekends and holidays, from home. We’re aiming for 24/7 support as much as possible, so your ability to work odd hours is a plus.
**To apply, send us your resume and a cover letter that answers the following questions:
Please provide your general availability for each day of the week. Is it steady or does it change frequently? How flexible is your schedule?
What do you think is the most important responsibility you have as a customer support rep?
Explain a scenario when you had to tell a customer “no” or had to correct their mistake.
Explain a scenario when you made a mistake. What did learn from the experience? How was it resolved? How did you feel about the feedback you received (from your customer, teammates, or manager)?
What’s your favorite gif?
What you'll do here
Troubleshoot and respond to customer questions and issues over the phone, via email, and on live chat.
Work closely with fellow support reps to identify and track major issues and trends to improve the user experience.
Stay familiar with our site and its offerings to best serve user questions.
Work flexible hours, including weekends and holidays.
What you bring to the table
MUST be a permanent resident in New York
2+ years experience in customer support with a track record of both working independently and collaborating with a team.
A reliable Internet connection and a quiet environment to work in.
Ability to thrive in fast-paced, high-volume environment. We get a lot of inquires and we work through them quickly; our reps are energized, not discouraged, by the pace.
Fantastic written and verbal communication skills and superb interpersonal skills.
Experience working with a team to analyze issues, learn from them, and create short-term solutions and long-term improvements.
An endless curiosity for our site and product and users.
Experience with Adobe Photoshop a big plus.
Familiarity with online platforms a plus.
Fluency in multiple languages a plus.
A little bit about us
The PP Support team takes empathy to the next level. We’re a small but mighty team of brand ambassadors who are the first line of defense for the company, interacting with customers, analyzing feedback, and working with tech teams to ensure new features match real-world needs. We laugh and cry with users and appreciate a well-timed cat GIF.
Company-wide we enjoy an amazing ecosystem of an even gender split and healthy balance of engineers and designers. Because Paperless Post isn’t supported by ad revenue, we get to spend our days focused on creating and improving on the ideal version of our platform, product, content, and partnerships for our users.
To apply: Please apply here: http://grnh.se/pnbo31
**To apply, send us your resume and a cover letter that answers the following questions:
Please provide your general availability for each day of the week. Is it steady or does it change frequently? How flexible is your schedule?
What do you think is the most important responsibility you have as a customer support rep?
Explain a scenario when you had to tell a customer “no” or had to correct their mistake.
Explain a scenario when you made a mistake. What did learn from the experience? How was it resolved? How did you feel about the feedback you received (from your customer, teammates, or manager)?
What’s your favorite gif?