SAAS Product Support Agent @ SI

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Work in your pajamas! Or on a beach!

We’re looking for a friendly and proactive customer support agent who is keen to work full-time remotely. You’ll cover the US Eastern Time zone, thus linking our Berlin-based development HQ and our SF-based Customer Success team. You’ll answer tough questions from our clients’ administrators, provide feedback on customer experience to the dev team, and help us make our clients successful!

Our product helps companies improve: It’s a feedback platform that’s being rolled out to the entire company, from the CEO to the intern. Our company is based in Berlin, but our main customer base is in the US. Our client list includes Pinterest, Twitch, DISQUS, SoundCloud, Modcloth, and many more.

What’s the job like?

The role is mainly about helping clients when they run into questions or bugs with the product, but there are also aspects of customer success, key account management, QA and product management. It’s a perfect fit for a well-rounded person that likes workplace flexibility and variety.

Key tasks would be:

  • Timely responses to the online support tickets filed by our clients. Our customers can reach out with tough questions or bugs, so it’s important to think like the customer and propose a solution or workaround!
  • Feedback to the development team. It’s important to us to improve the product based on the common questions we get from clients.
  • Presenting the product. We offer personal demos with clients and evaluators, and once you’re familiar with the product and if you’re keen to do so, conducting 1:1 webinars would be an option.
  • Tech writing and product testing. It’s also an opportunity for you to get involved in updating our documentation or testing, and giving feedback to, new features our development team are working on.

Who are we looking for?

2+ years of experience supporting SAAS software: Our product is a web-based SAAS solution, so experience with comparable products is a must. Additional experience with installed software or end-user software is a plus.

Experience with remote work: There are many advantages to working from home: No commute, flexible location, and more. It’s not as if you’ll be entirely on your own — we communicate constantly using Hangouts, Slack, and Confluence. (Plus we’ll fly you over to SF and Berlin once a year!) Our satellite workers are of the self-driven, comfortably autonomous variety though. So if you are naturally a self-starter and very proactive about keeping everyone in the loop, you’ll fit right in!

Technical plus charming: You need to be tech-savvy and a fast learner, as our product is complex and contains some very technical aspects. Having an interest in HR related topics is also a major plus.

You pay attention to detail: Our product is very broad and deep, and customer inquiries can be quite tricky. You need to be able to pick up small details in support tickets, and also read between the lines.

Willingness to go the extra mile: It’s not about answering tickets as quickly as possible. It’s about answering questions assuccessfully as possible and spending extra effort to point out even better solutions.

You write well: Most communication does happen in writing, so it’s important that you get your message across at high quality. Your first chance to prove this is your cover letter!

More reasons to work at SI

We’re international: We’re 20 people on 3 continents, we sell mainly to the US and to Australia, and all our written communication is in English.

We’re self-funded, transparent and profitable, and our customer base is growing. We frequently ship new features and focus on quality product rather than on aggressive sales.

We have very few regular meetings so you can focus on work, and we keep processes to a bare minimum. Need to change something? Just do it! You’ll participate in our Hackathons and ShipIt weeks, and you’ll contribute to our product blog and possibly even to our tech blog.

And we love to travel! Check out our recent company trip to San Francisco:

Apply Now!

Don’t delay! If you’re interested in working at fast-moving yet sane startup, this is the place! To prove that you actually pay attention to detail, please don’t send us your CV when applying, your LinkedIn profile is sufficient. Also keep your cover reasonably short and to the point: Tell us why you think you’d be a right fit for us, and please describe one or two support cases you were proud of solving: What was the challenge, how did you overcome it, and what happened then?

Please send your relevant details to careers-support@small-improvements.com.