Whereabouts

We are full-remote, global and hours agnostic! Please be aware that many of our team are based in Europe. This means you will generally need to have at least 3 hours of work cross-over with CET and GMT. Read more about our approach to Remote working here.

Interviews

Around 4 hours over a few weeks, including some paid practical work

Salary

Flat rate at $23 per hour globally and £17 per hour for UK candidates and €20 for European candidates // Standard 10 hours per week

What Whereby is all about

Created with Scandinavian simplicity at heart, Whereby is a remote-first video meetings company with a vision of a world where anywhere works.

We believe in everyone. We see our differences as a strength; it’s this philosophy that drives us towards our mission. This means we see your unique history as having a value money cannot buy; we believe in the strength of every intersection of race, religion or belief, ethnic origin, different physical ability, family structure, socio-economics, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity.

What we're looking for

We are looking for a customer support agent to support our Whereby Meetings product. This role will be around 10 hours per week, fully remote. You will be working as a consult for the team, rostered on flexible hours around your commitments and life. The kind of person who would do well in the role is someone who is looking for some supplementary income and likes working in a team environment but fully remotely.

The nuts and bolts of the role

* Please do not see everything in this job ad as "must have", but rather a guiding list of what we're looking for. We know that no candidate will be the perfect match for all we've mentioned in this posting, so don't be afraid to apply if you feel you're close to the brief but not "spot on"

Characteristics of someone that will do well in this role

You never sacrifice quality for quantity
You approach every customer interaction with empathy and care
You're comfortable interacting with customers from all nationalities, cultures, and walks of life
You have solid typing skills, and bring an authentic, human tone to your written communication
You've worked remotely in the past in some capacity, and understand the pros and cons of working in a distributed team
You're a problem solver by nature and aren't afraid to seek out answers or solutions independently
You keep a keen eye out for ways to improve customer experience and outcomes

Scope of your work

Answering Tier 1 and Tier 2 customer support from our Free, Pro, and Business customers
You will be provided training and support with Tier 2 support tickets during your training
Assisting in improving customer support processes and documentation such as adding new templates and workflows, and more
Documenting and sharing customer feedback on improvements and feature requests
Getting involved in Whereby's social and cultural ways of working

Day-to-day of your role

Responding to around 20 customer queries per day (depending on working time), ranging from troubleshooting problems, managing customer accounts and subscriptions, and helping customers understand how to get the most out of Whereby
Joining support meetings and discussions around recurring issues and solutions
Helping our team find new ways of offering support, such as introducing new tagging and templates
Identifying customer feedback or issues that need to be shared with the team

How we will measure your success

Quality of responses
Volume of tickets answered
Number of replies per resolve
Customer Satisfaction rating