客户支持专员
Customer Support Specialist
我们正在寻找一位全职远程客服专员！这个团队是Circle客户的第一线支持力量。我们回应开放的支持请求，解决复杂问题，并直接与客户和内部团队合作，帮助找到最合适的解决方案。我们已经建立了一个超过30名成员的全球支持团队，旨在确保随着Circle的成长，客户始终得到支持。
这是一份全职远程职位。候选人必须能够按照印度标准时间（IST）在周二至周六的上午8点至下午5点工作（每周40小时）。这是该职位的硬性要求。
你将负责以下工作：
- 在我们的邮件渠道中优先处理客户问题。
- 在入职阶段快速上手，并最终为Circle Plus社区提供实际支持。
- 成为Circle产品的专家，以及我们的内部员工管理工具。
- 在创作者启动和构建他们的社区时，为其提供实用的解决方案建议。
- 解决跨桌面和移动浏览器、我们的桌面应用、Android和iOS移动应用以及我们定制的品牌应用的各种问题。
- 将反馈升级以改进我们的产品。
- 与工程师和设计师合作，解决直播、支付等领域的复杂技术问题。
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ABOUT US
Circle is building the world’s leading AI-powered, all-in-one platform for digital businesses. We make it possible for creators, coaches, educators, and businesses to bring together their audience with engaging discussions, live streams, events, chat, courses, and payments — all in one place, all under their own brand.
We’re proud to be a fully remote company of around 270 (and growing!) team members from 30+ countries around the world. We seek exceptional individuals around the world, set them up to do the best work of their lives, and in turn, create a meaningful impact in their own lives. We don't track hours, but we do manage for high expectations very closely. We collaborate across time zones, are highly async, and like to document a lot.
Twice a year, we bring the whole company together in beautiful places around the world for our company offsites. So far, we’ve hosted offsites in Turkey, Portugal, Mexico, Thailand, Colombia, Italy, Ireland, and more, with still more to come!
Check out our Careers https://careers.circle.so/ page for more about working at Circle.
ABOUT THE ROLE
We're looking to expand our customer support team! This team is the first line of support for our customers at Circle. We respond to open support inquiries, solve complex problems, and work directly with our customers and internal teams to help find the best solutions to the trickiest challenges. We're at the point of our journey where we now have a robust support team of over 30 teammates spread across the entire globe, all aiming to make sure our customers are supported as Circle continues to grow.
This is a fully remote, full-time position. Candidates must be available to work 8:00 AM to 5:00 PM IST, Tuesday through Saturday (40 hours per week). This is a requirement of the role.
WHAT YOU'LL BE DOING
- Prioritize customer issues across our email channels.
- Ramp up during an onboarding phase, and eventually provide hands-on support for Circle Plus communities.
- Become an expert on the Circle product, along with our internal staff admin tool.
- Advise creators on practical solutions as they launch and build their communities.
- Troubleshoot a wide range of issues across desktop and mobile browsers, along with our desktop app, Android, iOS mobile apps, and our custom branded app.
- Escalate feedback to inform and improve our product.
- Collaborate with engineers and designers to troubleshoot complex technical issues across live stream, payments, notifications, events, member management, and more.
- Identify trends from customer inquiries to suggest proactive solutions.
- Collaborate with a global team through Notion, Slack, and Zendesk.
WHAT YOU'LL NEED TO BE SUCCESSFUL
- Strong alignment with our values. Find our values on our career page if you haven't read up on them yet.
- You are proficient in English (spoken, written, and reading) at a CEFR Level C2 https://magoosh.com/english-speaking/english-proficiency-levels-a-guide-to-determining-your-level/ / ILR Level 5 https://www.govtilr.org/.
- 3+ years of experience in a technical support role, ideally in SaaS.
- Strong written and verbal communication skills.
- You are excited to be a part of a startup with some serious traction, where you will have a strong voice to inform product development and our roadmap.
- You're skilled at understanding and implementing technical workflows at a fast pace.
- You love understanding customer needs, and get satisfaction out of being extremely helpful.
- You are a team player, and thrive in a collaborative work environment.
- You enjoy learning new topics, and are eager to embrace new product developments.
BONUS POINTS
- Experience working with Zendesk. This is the ticketing system we use.
- You've worked in a 100% remote role before, with an international team.
- Experience working with community, payment, live stream, or content-related products.
- Experience with automation and/or Zapier to create workflows.
- Experience troubleshooting application logins and/or Single Sign-On flows.
- Familiarity with troubleshooting API issues.
COMPENSATION & BENEFITS
Circle offers U.S.-benchmarked compensation globally, equity in the company with ongoing refresh grants, and 35 days of paid time off each year.
We’re a remote-only team that comes together twice a year for company retreats in incredible destinations around the world. Alongside incredible flexibility and autonomy, we offer a benefits package that supports health, wellbeing, and professional growth. Learn more in our Candidate Hub. https://circleco.notion.site/circle-candidate-hub
LEARN MORE
- Candidate Safety & Interview Process Notice https://app.notion.com/p/circleco/Circle-Candidate-Hub-374b655313b7803d9580fb7da4f51acf?source=copy_link#374b655313b780e5b681c4d56b962790
- Diversity, Equity & Inclusion https://app.notion.com/p/circleco/Circle-Candidate-Hub-374b655313b7803d9580fb7da4f51acf?source=copy_link#374b655313b7807a8e3ff5c25a1d93ba
- How We Use Candidate Data https://app.notion.com/p/circleco/Circle-Candidate-Hub-374b655313b7803d9580fb7da4f51acf?source=copy_link#374b655313b780e49e98f390eec6bb51
- Equal Employment Opportunity https://app.notion.com/p/circleco/Circle-Candidate-Hub-374b655313b7803d9580fb7da4f51acf?source=copy_link#374b655313b7807a967dea67e68f31f0
- Visit our Candidate Hub https://circleco.notion.site/circle-candidate-hub to learn more about working at Circle, our benefits, and our hiring process.