If you love solving technical problems, have a strong bias for action, and can express your opinion openly, this job may be for you. Please read on.

The company

QuickMail is a sales automation tool for sending emails in a business-to-business environment. Small and medium businesses use it to reach out to potential customers in their target market and grow their business. The company is 6 years old and we are currently looking to expand our support team with one more support agent.

We are a team of 4 members in total (all working remotely in different parts of the world). We believe in hiring amazing talents rather than going for the number. This means you will be surrounded by stunning colleagues.

The Role

As part of our Customer Support team, you’ll be the first (and last) point of contact for our users, and prospecting clients having questions before signing up.

You’ll need to understand their real goals or problems and translate this information into actionable points to find a solution.

We pride ourselves to be highly knowledgeable support representatives, with a clear goal to find the best solution for our users (not just answering tickets). So you will need to be curious by nature and able to solve problems by using logic.

Training will happen by doing. We will give you tickets to reply and you are expected to learn fast and quickly become independent.

Your responsibilities will include:

– Solving the problem of our users with the best solution possible (including workarounds)
– Developing a deep understanding of how Quickmail.io works. You are willing to become an expert, knowing the system inside out.
– Writing detailed technical documentation for our knowledge base.
– Investigate the user’s key objectives, and driving their adoption of Quickmail’s functionalities beyond what is expected.
– Provide training and continued support through highly effective relationship management, centered around the customer experience.
– Develop a deep technical understanding of the email ecosystem (what is SPF, DKIM, able to read email source, know what is impacting deliverability…)

What we provide:

– A long-term remote position to support our clients by email primarily.
– A role with depth at a growing SaaS startup where no two days will be the same.
– An empowering position where you can take decisions & execute your ideas.

What you need to be successful in this job:

No past experience necessary, but you’ll need:

– A fast and reliable internet connection with a webcam (min 10Mbps).
– Strong attention to detail with a customer-centric approach.
– Outstanding problem-solving skills, with a proven ability to simplify concepts, train others, and develop relationships.
– Demonstrate strong ownership, and the ability to make decisions.
– Excellent written and verbal communication skills in English. Ability to simplify complex topics and speak with an informal tone to our users.
– Fast learner, adapt quickly with little hand-holding necessary.
– Have no problem with internet technologies.
– Ability to follow simple instructions by selecting koala as your favorite animal.
– Any experience working within the SaaS industry or within a start-up environment would be highly regarded.
– Any experience working remotely is highly beneficial.

What we offer:

– 4 weeks paid vacation per year.
– 1 team retreat per year somewhere in the world (disrupted by Covid last year, unfortunately)
– You’ll join a meritocracy, no-bs culture, no politics, only candid feedback and caring for getting things done.
– You’ll learn about the business side and get to know the financials as we practice open-book management.
– We care about your personal development and will challenge you to continuously self-improve.

Please note: this role is to cover US business hours (either PST or EST). You will need to be available Monday – Friday.

If this sounds like somewhere you can do your best work, please continue.