Customer Support Specialist (EU Region)

• You’ll guide customers through learning to use Knack and help them to troubleshoot issues through email and our in-app messenger.
• 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.

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 for a web-based, technical product and you provided support through email (chat support would be a bonus). 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 enjoy solving new problems every day and won't give up if you don't find the answer right away. Our product is very robust and it's not the kind of product that you will learn everything about in a month, year, or 5 years. So if you like challenges and puzzles, keep reading.
• 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 are excited about exploring growth and career opportunities within a customer support team.
• 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 on optimizing our remote operations.
• We take culture seriously: We’re not one of those companies that just slaps some cultural adjectives down in a handbook article then calls it a day. We use our cultural values as our north stars and even have an always active culture committee that is dedicated to ensuring that our culture is maintained and evolves as we grow.
• 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.

You can read more about Knack and the team here.

Benefits & Perks

The biggest benefit of Knack is getting to work alongside our awesome team of Knackleheads. 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, though:

• 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.
• 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.
• Equal opportunity: we push everyone to maximize their impact on our product and company--we strongly value all of our people, regardless of title or seniority.

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.