Customer Support Specialist

Hi, thanks for reading about our Customer Support Specialist (Europe) opportunity! We're glad you're here.

We're Knack, a code-free platform used by thousands of customers — from non-profits to the world’s biggest companies — to easily build custom apps, workflows, and databases.

Our Customer Success team is about much more than just responding to customer issues. As a Customer Support Specialist, you are in the best position to understand how our customers find value, how they use our product, and where they struggle.

A big part of this role is to make that knowledge count by helping us figure out how we can make our product and their experience with Knack — amazing.

We’re looking for an empathetic and patient person that enjoys solving tricky customer problems while looking for ways to improve customer experience in the long-run.

Knack is a 100% remote company, with a flat, consensus-driven culture. That means a huge amount of autonomy and ownership to define your work and impact, and the opportunity to have a major impact.

We also emphasize the journey over the destination. We're looking for applicants that are opinionated about what matters to them, and want to join a fun, passionate, close-knit team of high-quality human beings that above all enjoy working together. Hopefully, that's you!

Requirements

The primary role of this position is to provide customer support coverage during the general timezone of the European Union.

Because we’re a US-based company looking to provide EU support, this particular role has additional logistical considerations.

We prefer when teammates are supporting the timezone that they live in. This means that ideally you live somewhere in the EU timezone, preferably in the following countries:

UK, Spain, Sweden, Ireland

We intend to fill this position with a contracted worker for any residents outside of the United States. This means that the specifics of this role may vary depending on where you work from. The role, and your relationship to Knack, must comply to the US's and your country's definition of what contract work entails.

Although we can consider residents of the US and other countries not listed above, please only apply if you are willing and able to adhere to your country of residence's contract worker obligations.

Role & Responsibilities

Here’s what you’ll be doing as a Customer Support Specialist:

You’ll guide customers through learning to use Knack and help them to troubleshoot issues through email and our in-app messenger.
You’ll speed up the resolution of issues by gathering information, reproducing issues, and recognizing patterns so we’re ready to tackle them as soon as we’re online.
You’ll improve our product by gathering customer feedback and, over time, recognizing patterns and areas where customers are struggling that we need to address.
You’ll advocate for our customers and work with our product team to help them understand what changes should be prioritized.
You’ll help improve our knowledge base and other support materials by writing, creating, and updating content, and by making suggestions for new support content.
You’ll help improve our internal support team resources, including writing canned responses, adding to our internal knowledge base, and making suggestions for improving processes.
You’ll be the face of the company. Our customers interact with our Success team more than any other team in our company. When our customers think of Knack, they will think of the experiences they have with you.

About You

Here are some of the "must haves" to be successful in this role:

You’re patient, empathetic, and enjoy working with customers. You don’t just want to resolve an issue. You get a kick out of making a customer’s day better and putting them at ease.
You have at least one year of experience in a customer support role. You’ve been in the trenches and understand both the incredible value that customer support provides and the work that it takes to give customers a great experience.
You’re comfortable working independently and finding answers without always having the option to ask someone. You’ll be the only person working in this region, so you’ll be on your own in the mornings before the rest of the team is online.
You enjoy solving new problems every day and won't give up if you don't find the answer right away.
You’re always on the lookout for ways to make things better for customers and you’re willing to advocate for those changes.
You have excellent written communication skills. You can break down complex topics into easy-to-follow guidance while being friendly and professional.
You have experience with writing or creating help content (i.e. articles, videos, etc.) and understand best practices for doing so.

Here are a few other hints that you might be the person we’re looking for (you match up with a number of these):

You have a sense of humor, a sense of humility, and take your work much more seriously than you take yourself.
You have experience supporting a highly technical, SaaS product or experience with technical troubleshooting related to APIs, HTML/CSS, or Javascript.
You have experience communicating with customers from different countries and cultures.
You are excited about exploring growth and career opportunities in customer success.
You are comfortable advocating for what you need to do your best work.
You are excited to work in an environment that emphasizes both autonomy and accountability.
You are totally okay with big swings, wild experiments, and learning through failure.

About Knack

Knack launched in 2012 with one simple goal: to enable everyone to do amazing things with their data.

Knack makes it easy for anyone to build applications and workflows to make their data useful. Our customers use Knack to run their processes, departments, or even their entire companies.

We've been growing steadily since as we've built our team, perfected our product, and nailed our product-market fit.

So how are we different?

We're bootstrapped: we've had to build something our customers actually pay for. This changes how you do things.
We're 100% remote: and have been from the beginning. Every decision we've made has been based around optimizing our remote operations.
We're all a little weird: and we like it that way. We're more than just chat avatars; we've all gotten to know each other, have grown together, and love working with each other.
We enjoy the journey: we're in this for the long haul. We're not chasing an exit or the next round of funding. We're building something we're proud of and want to keep improving on.

Benefits & Perks

The biggest benefit is our awesome team of Knacksters. We're a funny, humble, talented team of delightful human beings that above all enjoy working with each other, growing with each other, and supporting each other.

These benefits aren't that bad either:

Define your work: find the location, environment, and schedule that is best for your life and work. It's not about separation, it's about optimization.
Unlimited Paid Vacation: take the time you need to stay motivated, charged, and balanced. You'll get required days off for birthdays and knackiversaries.
Paid Corporate Retreats: we get together twice a year at amazing locations to do normal human being things in person. We pay for your flight, lodging, and meals.

We are also passionate about learning and professional development. We provide multiple learning opportunities and encourage each other to continuously learn and grow:

Long term growth and learning plans, with regular check-ins to help you level up on what's important to you.
Have executive-level visibility into how the company is run and performing, including revenue.
Get dedicated support from a success mentor who'll fast-track your on-boarding and give you the tools you need to be successful.

Diversity

We believe that different perspectives and backgrounds are what makes a company flourish. Knack welcomes all applicants regardless of race, gender, orientation, sexual identity, economic class, ability, disability, age, religious beliefs or disbeliefs, or status. We're proud to be an inclusive company with values grounded in equality and ethics, where we embrace diversity.

How To Apply

Are you currently so excited to apply that you can barely type? Then we want to hear from you! You can apply for this position by filling out the form below.

We’re accepting applications for this role until July 19, 2019, so you likely won’t hear from us until after that date. Qualified candidates will move on to video interviews to discuss the position in detail, meet the team, and talk through the fit. We're also big believers in paid trials whenever logistically possible.