Lots of job postings at tech companies talk about how they’re changing the way people work. At RescueTime, we really mean it. We help people understand how they work and make changes so they can spend their time in a way that supports their goals and aspirations.
As the Customer Support Manager, you’ll help people do more work that’s personally meaningful and important. You’ll assist people through our support channels (mostly ticketing, but some live chat and phone calls), lend a hand on Twitter and Facebook, and be on the lookout for opportunities to improve the customer experience.
Having successful customers is hugely important to us at RescueTime. It’s good for business, of course, but it’s also a core part of the value we bring to the world. Every day you’ll get to interact with super-smart people on a mission to do more work that matters.
We’re looking for a Customer Support Manager who gets a deep sense of satisfaction when helping people solve their problems. Customer issues aren’t always easy to solve on the first try, and you should be dogged enough to dig deep and really understand causes of customer frustrations.
We have lots of active and engaged users, and we want all of them to have a fantastic experience. There is a lot to do, so the ideal person for this role will always be on the lookout for ways to scale their efforts and have an outsized impact on customer experience.
This is a front-line position with lots of direct interaction with our customers. You should be able to manage multiple conversations daily, and be patient enough to deal with the occasional customer who is just having a really bad day.
It would be great to have prior customer service, account management, call center or technical support experience.
Bonus if you are already familiar with RescueTime. If not, that’s ok. We’ll help you get up to speed.
We don’t have a central office. We are currently mostly spread out across the USA. Being a remote team works really well for us as a business because we get to hire really good people without being constrained by location. For team members, it’s great because it gives them flexibility to work where they like, and structure their days in a way that works for them. That doesn’t mean we don’t care about how you work, though. Quite the opposite, it’s something we think about a lot, and will probably ask you about extensively during the interview process.
You should be able to work well in a distributed / remote environment, and be able to manage your time effectively. We encourage employees to figure out a workspace and schedule that is productive and enjoyable. Several of our team members work from home. Others work from co-working spaces.
Working remotely is great, but it does require a few things to be done effectively. All employees need a reliable, fast internet connection, a space where they can frequently participate in video calls, and the flexibility to travel from time to time for team gatherings.
We think solving the hard problems around meaningful work takes all sorts of perspectives and viewpoints. We are an equal opportunity employer and welcome people of different backgrounds, experiences and abilities.