Let’s introduce you to the team first!
*steps up to mic* Oh, hello there! We’re the Support team at Surfer!
We like people. Yes, even the challenging ones. And when we do our job right, people like us too. So, naturally, we love getting it right.
We believe Customer Experience plays an integral part in the product development journey. Our current CSAT score is 96.6% thanks to our customer-facing approach, solution-minded thinking, and the level of both empathy, and care, with which we treat our customers. Our Support rockstars hail from Mexico, Kenya and Poland. We’re currently looking for people based within the GMT-8/GMT-5 time zones.
If you’ve always felt being a Support Agent is more than mindlessly and robotically answering questions, you’re the one we’re looking for.
Why did we create this opening?
With our customer base growing, we need more people to ensure the quality of our support remains consistent. We constantly do QAs of our answers, but as the workload grows, things inevitably fall through the cracks. Since excellence and timeliness are our top priorities, we don’t want to make our clients wait hours to get their questions answered, no matter their time zone. That’s where you come in! 🙂
What you’ll be doing:
- Helping our customers using Intercom. We have flexible working hours, but we would expect you to work between 6 AM to 6 PM PST.
- Creating Knowledge Base articles. We’re looking for people that know how beneficial it is to develop writing skills while working in Support.
- Jumping on the calls with customers if needed. Sometimes a chat might not be enough.
- Doing quality assurance for your peers. The higher the internal quality score, the higher the CSAT.
- Always be on the lookout for possible ways to optimize and refresh our processes.
We might be looking for you if
- Your spoken and written English is fluent – at least C1 level.
- You’re tech-savvy! You’re the first person friends and family call in a tech emergency.”
- You’re logical! Instead of aiming for inbox zero,” you’re aiming for problems solved.”
- You’re self-motivated! You know how to best organize your day and your time to finish the most pressing tasks.
- You’re resourceful! You can find answers to any and every question on Google – even if it means taking a deep dive.
- You’re empathetic! You also have enough patience to help customers in need because you know that your response can make or break their day!
- You’re bold! You’re not afraid to speak up and ask questions. We want you to participate in product development and encourage you to use your voice.
Why we think you’ll love working with us:
- We keep the atmosphere casual – not only across the support team, but also within the whole company.
- Our clients are the top SEO experts in the world. Additionally, we work with well-known international companies, so you gain invaluable insights about the industry.
- We trust each other – and limit the bureaucracy to a minimum. No timesheets, no micromanaging.
- We organize off-sites and gatherings at least twice a year. We keep things lively on Slack as well!
- We will always encourage you to explore areas within the company beyond Support. We don’t just support our customers, we uplift one another.
We want this job to be the best career opportunity you’ve ever had.
Up for the challenge? Apply now!
How to Apply?
If this role sounds like a good fit, email us at: [email protected]
In your email, please include:
– The title of the role in the subject line
– Your thoughts on why you believe you’re a suitable person for this position. It’s not a must, but we do love reading those!
– Your CV (or a complete LinkedIn profile) which will make our conversation easier 😉
If you want to ask anything before applying, feel free to send us an email!
And if you haven’t yet, make sure you visit our Join Surfer Team page to get more information on what we’re about and on our company culture.
JOB IS EXPIRED.