37signals is looking for a Customer Support Representative to join our team in providing the best customer support around. We’re only looking for candidates who live in the Asia-Pacific region.
About the Job
You’ll be responsible for providing tremendous customer support via email and chat for all versions of Basecamp and HEY. While email support will be the majority of your day, you’ll also hop on customer calls and chats when needed, create and edit help documentation, teach some online classes, and work on other projects as they come up. You’ll also have opportunities to carve out your own passion projects related to supporting our customers.
Deep technical knowledge of computer programming is not a prerequisite. The ability to think beyond clearing cache and cookies in order to troubleshoot the specific issue that’s reported is essential.
During training, you’ll be expected to be proactive in your process and learn quickly. Once fully up-to-speed (2-3 months), you’ll write about 60 emails a day. This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load. You’ll get all the support and guidance you need along the way!
We’re looking for someone who’s worked in similar customer-facing roles at other software-as-a-service companies. It’s not so important whether it’s been consumer or business.
You’re a good writer and enjoy making complicated situations simple and painless. This means being a great problem-solver with the ability to process and resolve issues quickly. You should be a stellar communicator, even when you have to communicate less-than-stellar news. You should have highly tuned senses of compassion and empathy and a drive to constantly help others.
You love supporting people. This isn’t a springboard into another area at 37signals. You want to be part of our support team for a while, and you’re excited to contribute to making Basecamp and HEY the best products for our customers.
We respect everyone’s right to participate in political expression and activism but avoid having political conversations on our internal communication systems. 37signals as a company also does not weigh in on politics publicly, outside of topics directly related to our business. You should be at peace with both of these stances.
About Our Pay and Benefits
Everyone on Support starts as a Junior Customer Support Representative since it takes time to learn 37signals’ products and best-in-the-biz support practices. the starting annual salary for a junior support representative is $70,000 USD.
37signals is a remote-first company, and this is a fully remote job. Since you’ll be working from outside of the United States, you’ll be offered a contractor position with comparable terms and equal compensation as our US-based employees.
Our benefits support a life well-lived away from work. Ample time off and all the resources you need to support you in doing the best work of your career. Here’s more on the benefits we offer.
How to Apply
Introduce yourself to us as a colleague. Show us your future here! We value great writers, so be yourself, be creative, and take your time with the application. Stock cover letters won’t do it.
In your cover letter, tell us why you want this job. Tell us about:
- why you want to work at 37signals and not somewhere else.
- a description of a great customer service/support experience you had recently, and what made it great.
- a time you taught yourself a new skill to complete a job or project.
- a guide to making your favorite meal.
Then, pick three out of the five real-world support questions below and answer them like you would if you worked here (hint: at this point, we value tone and style over correctness):
- Does Basecamp 3 offer time tracking?
- Why would I use the Lineup?
- Do you offer 2FA for signing in?
- How do I work with clients in Basecamp 3?
- Can I set the priority on a to-do?
We’ll be accepting applications until Monday, August 22nd, 2022 at 5:00 PM US-Central time. There’s no benefit to applying early so take your time! Please note that we’re unable to offer feedback on your application during the early screening process. We usually see a high volume of applications for our Support positions, so our small hiring team simply doesn’t have the bandwidth to compile and share feedback before the interview stages.
Once the application window closes on August 22nd, the team will take a week or two to review all applications. After that, we’ll be in touch about whether or not we’d like to invite you to an interview. We expect to conduct two interviews, and we hope to extend an offer by mid-September with a tentative start date at the end of the month.
We look forward to hearing from you!