We are growing our Support team! Looking for someone with amazing customer service skills, technical know-how, and a penchant for delighting through writing. 😊
There is a fine balance between taking the time to empathize with a customer's pain, and serving many of them in one day. A great candidate for this position can astutely regulate the quality vs quantity of service they deliver based on varying conditions.
As a small startup, your contributions matter greatly. You’ll have autonomy, flexibility, and many opportunities to make outsized improvements to ReadMe beyond your daily responsibilities.
This role will be on-site at our San Francisco office. You must be eligible to work in the USA and either be SF-based or willing to move to San Francisco. A relocation package will be provided. We don't work with recruiters.
What we do 📖
ReadMe helps companies build beautiful, personalized, and interactive developer hubs.
We are an early stage tech company with great customers and looking to grow our team!
What you’ll do 🏋️♂️
- Support customers in a timely, accurate, and delightful way
- Grow your product knowledge with every customer conversation
- Investigate bugs and file detailed reports for Engineering
- Respond to customers through all channels:
- Escalate issues when necessary
Who you’ll work with 👩👦👦
Amy 🕵🏻♀️
- Supports customers every day!
- Represents the voice of the customer
Darren 👨🏻🔧
- Handles the tricky or escalated conversations
- Builds support processes that scale
Ehsan 👨🏻🏭
- Maintains Knowledge Base
- Grades support conversations
What we look for 🔎
- Soft Skills
- You empathize with customer pain
- You know how to say “no” to a customer, but have them still love you!
- You are a strong written & visual communicator
- Technical Skills
- You know Markdown
- You have great front-end (HTML/CSS/JS) skills
- You know how to debug in Chrome Developer Tools
- You’re comfortable with CLI (command-line interface)
- You’ve used packages on npm before
- You have some experience with APIs
- You have experience with the Swagger/OpenAPI specification
- Support Skills
- You have a great investigation and troubleshooting process
- You follow-up and follow-through with every customer conversation
- You desire to learn fast and level up daily
- You’re a self-starter
Prior experience in a technical support role at a B2B SaaS company is a huge plus!
This role is a great fit if…
- You enjoy turning confused or frustrated customers into happy ones!
- You can figure things out when there is no easy answer
- You want to experience rapid growth at an early-stage startup
How you’ll grow 🌱
By the first 30 Days you will...
- Learn ReadMe values
- Learn ReadMe features & benefits
- Train on the all the support tools at your disposal
- Troubleshoot and diagnose real customer issues
- Understand the metrics we measure Support by
- Pick a company & recreate their developer documentation using ReadMe
In 60 Days you will...
- Have a solid understanding of the Swagger/OpenAPI Specification
- Have a pulse on the latest code pushes and improvements to our product
- Learn our Article Scorecard and publish your first support article
- Grade your mentor and improve the onboarding process
In 90 Days you will...
- Be a ReadMe product expert
- Have a deep familiarity with open Bug Reports & Feature Requests
- Be familiar with our customer base
- Have made significant contributions to our Knowledge Base
- Be able to chip away at the hardest support conversations
How to apply
- Create a ReadMe project, it’s free for 14 days with no credit card required!
- Explore ReadMe and create one page to show us who you are and why you want to join our team! (This is a casual substitute for a formal resume/cover letter, have fun with it!)
- Share the URL in the "Website" field as part of your application