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Customer Support


2015-03-24 07:26


SendOwl (ecommerce software for selling digital products) is looking to take on a technically-minded customer support person. You'll be as confident with HTML and CSS as you are with crafting friendly emails and working out what a customer actually wants to know.

The elevator pitch

This is a great opportunity for someone who wants to do what they love (customer support with a bit of tech thrown in) without being distracted by commuting, long hours and office politics.

We mainly work remotely, we get the job done but largely work when we want to, and we won't get snarky if your kid is sick or you need a day off to argue with estate agents or builders (it happens to the best of us).

A bit about how we operate

Being bootstrapped has kept us very efficient. Over the last four years, we've focused on a) providing a great product b) listening very closely to our customer needs and providing excellent customer support.

Having purposely chosen to not go down the VC route we don't have (or would want) several million pounds to throw at vanity offices, untested ideas and unnecessary positions. Everything we do is tracked back to KPIs that matter to us and our customers.

For some people this is a really scary way to run a company as there's nowhere to hide. For us, we love the freedom, agility and creativity that this brings.

A bit about the job

  • We've now got to the point where we're looking to take on a customer support person so we can speed up the rate at which we innovate.
  • Key responsibilities of this role are:
  • Answering pre-sale questions from potential customers
  • Replying to support emails from existing customers
  • Answering questions via social media
  • Escalating unsolvable problems to 3rd line support
  • Jumping on the occasional phone call with high profile clients
  • Spotting common areas of confusion for our customers and identifying how we can introduce changes to reduce these
  • Tracking and prioritising customer requests for new features
  • Identifying areas of functionality that are not fully documented and creating help articles to cover these. Bonus points for any video skills.

As this role is the first dedicated support person we've hired you'll also be responsible for helping to shape how this part of the company is run.

We'd like you to keep up with the latest customer support blogs (Help Scout, GrooveHQ, and of course Support Ops, + any of your favourites) and feedback ideas from these to help improve how we do customer support.

A bit about you

One of our sellers said this about us:

"You know who gives amazing customer service? @SendOwlHQ I wish they could run my entire life, their customer service is so good." Magda Pecsenye

Basically, we need you to inspire these kind of comments!

It would also help if:

  • You can get on with work yourself (we don't do typical management – you'll need to be comfortable with making decisions and taking responsibility for what you do)
  • You have lots of ideas about how to do customer support (or anything to do with running a business) even better
  • You're comfortable with your HTML and CSS skills (we'll give you a little test; nothing too painful)
  • You like being part of a small, independent and fast-moving team

Don't worry if you're not coming from a customer support background. Ability and enthusiasm are more important.

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