What you’ll do 🔧
We're looking to add a new supporter to our support team. This person will work with our creators to help solve their problems, walk our creators through the first steps of creating a website they can share with the world, and surface learnings from one-on-one interactions to the team.
This is a role that will require a range of skills — support goes way beyond answering tickets at Universe! Ticketing is just the start — you will also seamlessly move between ticketing and other support responsibilities — including one-on-one video calls, updating how-to articles for our creators to learn on their own, and sharing impactful feedback from the front lines with the rest of the team.
We're looking for someone who can bring energy and enthusiasm to every interaction with our creators — you are driven to always turn a frown into a smile. You'll have the freedom to deliver a delightful experience, connect with people on a personal level, and help transform the way we interact with our creators.
Who you are 👀
Qualifications:
- At least 1 year of customer support or customer success experience with a software product
- Ability to work a range of hours to support our customers when they need help
- Enthusiastic passion for helping creators and driven to create amazing experiences
- Strong communication skills
- Excitement for our product (and you've built a website or two!)
Responsibilities:
- Become a master of everything Universe has to offer our creators, so you can help everyone — from those who are just getting started all the way to those that need help to give their site that final bit of polish and magic
- Respond to support tickets covering a range of expected and unexpected issues
- Engage with users by call or video call as needed to help them solve their problems
- Contribute to research by providing insights from your conversations and reporting your findings
More about you:
- You're a champion of mobile tools and want to empower people to make the best website possible
- You thrive talking to people — both in text and in face to face interactions on video calls
- You can switch between handling tickets, taking video calls, and updating support articles to help our creators with self discovery
- You are curious and creative and enjoy exploring out of the box solutions
Join us.
