"We take support seriously. It's the human face of our product. We believe that every support ticket is an opportunity to convert a frustrated, confused, or curious customer into a delighted, long-term champion of our company.
We're looking to add a new support specialist to our team. This person will work with customers to help solve their problems, surface learnings to the rest of our team, and help design systems to scale our support experience.
We're looking for someone with a unique set of skills: extraordinary human interaction abilities—the kind of person who can turn a frown into a smile—and operational excellence. In this role you'll have the freedom to design a delightful experience and shape the systems we use to deliver it. You'll play an essential role in evolving our product, company, and culture.
We expect you to bring passion and enthusiasm to every interaction with our customers and team.
- 1-2 years of customer support experience for tech products
- Enthusiastic passion for helping customers
- Strong communication skills
- Highly organized and thorough
- Passion for our product
- Handle inbound support tickets via Intercom and monitor support team KPIs
- Assist with building our internal support admin tool, support knowledge base, and documentation
- Work cross-functionally with engineering to address bug/issues, with product on new feature development, and with growth on running user interviews
- Collaborate with a small team of customer support specialists
Universe is the world's first website builder designed for mobile phones. Our mission is to empower everyone to build the internet, starting with serious websites built in under a minute. We are a 10-person company headquartered in Brooklyn and distributed around the US, we're growing revenues 20% every month (currently $1mm ARR), and our product has been used by over 400,000 creators and small businesses. We joined Y Combinator in 2018 and have raised $7.2mm in financing from General Catalyst, Javelin Venture Partners, Box Group, and more top investors.
We value individual agency and ownership—which guides our product design and our company’s culture. While other companies offer lots of perks, we prioritize your freedom: work from anywhere, in the way you’re at your best. We believe that an individual’s capacity for growth is far larger than most understand, and we’ve designed an environment to support rapid, continuous learning. Ideas here come from everyone, initiative is respected, and quality matters. We are here to build something special and enduring.
This job is open to anyone, anywhere in the U.S., but we'll need you to work an EST schedule.
To apply, email firstname.lastname@example.org with your story along with why you are interested in this role.