{"id":7707,"date":"2022-03-14T11:13:43","date_gmt":"2022-03-14T18:13:43","guid":{"rendered":"https:\/\/knowyourteam.com\/blog\/?p=7707"},"modified":"2022-04-12T08:55:10","modified_gmt":"2022-04-12T15:55:10","slug":"were-hiring-a-customer-support-specialist-2","status":"publish","type":"post","link":"https:\/\/canopy.is\/blog\/2022\/03\/14\/were-hiring-a-customer-support-specialist-2\/","title":{"rendered":"We’re hiring a Customer Support Specialist"},"content":{"rendered":"\n
\"hiring<\/figure>\n\n\n\n

Dear customer support specialist who cares about doing meaningful work,<\/strong><\/h2>\n\n\n\n

If your dream is to help people have a positive experience with a solution that truly makes a difference and to do it with a small team that values freedom, sustainability, and ownership, I’ve got good news for you… we’re hiring a Customer Support Specialist at Know Your Team.<\/p>\n\n\n\n

First, a quick introduction.<\/h2>\n\n\n\n

My name is Claire Lew<\/a>, and I’m the CEO of Know Your Team<\/a>. Our company, Know Your Team, is software that gives you the tools, training, and resources to become a better manager. Thousands of managers at companies like Airbnb, Netflix, Pixar, and Shopify use our software and attend our trainings every single week.<\/p>\n\n\n\n

We were born from Basecamp<\/a> back in 2014, and have been profitable since Month 1. We’ve been a 100% remote company for the entire time, and purposefully stayed small in headcount, and avoided traditional VC funding to enable us to stay focused on serving our customers to the highest quality. You can read more about our journey so far here<\/a>. (We’re a bit of weird company, admittedly!)<\/p>\n\n\n\n

Above all else, what motivates us at KYT is making progress toward our vision<\/strong>:  A world where bad bosses are the exception, not the norm. Imagine a world where leadership doesn’t have such a high learning curve. A world where anyone, anywhere, can become a better leader \u2013 with a little help from us \ud83d\ude42<\/p>\n\n\n\n

We believe if you help managers become better, everything gets better. An organization with better leadership achieves better outcomes and takes better care of its people. Helping people become better leaders might just be one of the most high-leverage ways to help the world.<\/p>\n\n\n\n

For our own company, our vision is for KYT to be an independent, remote, profitable company that’s small in headcount but impacting tens of thousands (if not hundreds or even millions!) of managers, for 10 years and beyond. We want KYT to be a place where people come to do the best work of their lives \u2013 and continue to do the best work of their lives. Sustainability, and lasting in the long-term is a key part of success, for us.<\/p>\n\n\n\n

So what’s the job?<\/h2>\n\n\n\n

You’ll be responsible for managing and replying to all incoming customer support inquiries during KYT business hours, Monday through Friday, 8AM – 5PM PT<\/strong> across all our channels (Help Scout, Intercom, social media) in an empathetic, friendly way.  Right now, it’s the amazing Jenna Chaplin who is running Customer Support \u2013 but her exceptional talents fit better with Customer Success<\/em>, and so you’ll have to opportunity to replace her, which we’ll be genuinely grateful for.<\/p>\n\n\n\n

You’ll take on technical support requests<\/strong>, triage tasks to our Engineering Team,  dive-in to troubleshoot and do QA with the customer, and even directly debug issues in the console. You’ll acquire deep product knowledge about KYT and problem-solve when customers run into technical issues or confusion about using a certain part of our product.<\/p>\n\n\n\n

You’ll identify the customers who need our help<\/strong> \u2013 the ones who are stuck or don’t know how to get started \u2013 and proactively reach out to them to lend a hand. You’ll share best practices, offer helpful tips, and give them encouragement on their path to becoming a better manager.<\/p>\n\n\n\n

You’ll be the eyes, ears, and heart of the customer<\/strong> \u2013 sharing insights and desires gleaned from customer interactions with the rest of the KYT so our product and offerings can be better for our managers.<\/p>\n\n\n\n

You’ll own, write, update, and improve all our customer support documentation<\/strong>, including our Help Docs and internal documentation around customer support.<\/p>\n\n\n\n

Over time, as you grow more comfortable with the role and the product, you’ll run demo tours for prospective and current customers, improve our onboarding flow to enable greater customer success, and strategize + execute cross-functional projects that help improve the overall KYT customer experience.<\/p>\n\n\n\n

High-level, here’s how you can expect to spend your time in a given week:<\/strong><\/p>\n\n\n\n