Part-time Customer Support Advisor (10 hours per week) – Remote, Europe/UK/USA

<div> <strong>Whereabouts:</strong> We are full-remote, <a rel="noopener noreferrer" class="postings-link" href="https://whereby.notion.site/Flexible-Working-and-Agnostic-Hours-eef037d8bf76488a93c5c6b5bcea7c5a" target="_blank">global and hours agnostic</a>! <strong>Please be aware that</strong> many of our team are based in Europe. This means will generally need to have at least 3 hours of work cross-over with CET and GMT. <a rel="noopener noreferrer" class="postings-link" href="https://whereby.notion.site/Why-we-work-from-everywhere-2a9d1178f3db449baaae84bfa26f0493" target="_blank">Read more about our approach to Remote working here</a>.</div> <div> <strong>Interviews:</strong> Around 4 hours over a few weeks, including some paid practical work</div> <div> <strong>Salary:</strong> Flat rate at $23 per hour globally and £17 per hour for UK candidates and €20 for European candidates // Standard 10 hours per week</div> <div> <strong>Ask us anything:</strong> <a href="mailto:careers@whereby.com">careers@whereby.com</a></div> <div>🌏 What <a rel="noopener noreferrer" class="postings-link" href="https://whereby.com" target="_blank">Whereby</a> is all about</div> <div>Created with Scandinavian simplicity at heart, Whereby is a remote-first video meetings company with a vision of a world where anywhere works.</div> <div>We believe in everyone. We see our differences as a strength; it’s this philosophy that drives us towards our mission. This means we see your unique history as having a value money cannot buy; we believe in the strength of every intersection of race, religion or belief, ethnic origin, different physical ability, family structure, socio-economics, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity.</div> <div>🔍 What we’re looking for</div> <div>We are looking for a customer support agent to support our Whereby Meetings product. This role will be around 10 hours per week, fully remote. You will be working as a consult for the team, rostered on flexible hours around your commitments and life. The kind of person who would do well in the role is someone who is looking for some supplementary income and likes working in a team environment but fully remotely.</div> <div>⚒️ The nuts and bolts of the role*</div> <div>* Please do not see everything in this job ad as “must have”, but rather a guiding list of what we’re looking for. We know that no candidate will be the perfect match for all we’ve mentioned in this posting, so don’t be afraid to apply if you feel you’re close to the brief but not “spot on”</div> <div> <strong>Characteristics of someone that will do well in this role</strong> </p> <ul class="posting-requirements plain-list"> <ul> <li>You never sacrifice quality for quantity</li> <li>You approach every customer interaction with empathy and care</li> <li>You’re comfortable interacting with customers from all nationalities, cultures, and walks of life</li> <li>You have solid typing skills, and bring an authentic, human tone to your written communication</li> <li>You’ve worked remotely in the past in some capacity, and understand the pros and cons of working in a distributed team</li> <li>You’re a problem solver by nature and aren’t afraid to seek out answers or solutions independently</li> <li>You keep a keen eye out for ways to improve customer experience and outcomes</li> </ul> </ul></div> <div> <strong>Scope of your work</strong> </p> <ul class="posting-requirements plain-list"> <ul> <li>Answering Tier 1 and Tier 2 customer support from our Free, Pro, and Business customers</li> <li>You will be provided training and support with Tier 2 support tickets during your training</li> <li>Assisting in improving customer support processes and documentation such as adding new templates and workflows, and more</li> <li>Documenting and sharing customer feedback on improvements and feature requests</li> <li>Getting involved in Whereby’s social and cultural ways of working</li> </ul> </ul></div> <div> <strong>Day-to-day of your role</strong> </p> <ul class="posting-requirements plain-list"> <ul> <li>Responding to around 20 customer queries per day (depending on working time), ranging from troubleshooting problems, managing customer accounts and subscriptions, and helping customers understand how to get the most out of Whereby</li> <li>Joining support meetings and discussions around recurring issues and solutions</li> <li>Helping our team find new ways of offering support, such as introducing new tagging and templates</li> <li>Identifying customer feedback or issues that need to be shared with the team</li> </ul> </ul></div> <div> <strong>How we will measure your success</strong> </p> <ul class="posting-requirements plain-list"> <ul> <li>Quality of responses</li> <li>Volume of tickets answered</li> <li>Number of replies per resolve</li> <li>Customer Satisfaction rating</li> </ul> </ul></div> <div>You’ve read all this way… you may as well apply! 🙌</div> <div>If you have any more questions, take a peek at our <a rel="noopener noreferrer" class="postings-link" href="https://whereby.notion.site/Whereby-Recruitment-FAQ-4979fa557c10420bb9f9fa4e06a9b13c" target="_blank">Recruitment FAQ on Notion</a> or drop us an email to <a href="mailto:careers@whereby.com">careers@whereby.com</a>. You can always read more about Whereby <a rel="noopener noreferrer" class="postings-link" href="https://www.notion.so/whereby/We-Are-Whereby-9b2bfc33a724493f966bc53e8394b72c" target="_blank" data-safetoignore="1">here on our open handbook</a>.</div> <div> <strong>Background checking:</strong> We perform background checks on certain roles. For more information about how and why we carry out background checks, <a rel="noopener noreferrer" class="postings-link" href="https://whereby.notion.site/Background-Checking-69656f8b362e4e1199b11181874b29cd" target="_blank"> this document is a great starting point</a>. For anything further, please email <a href="mailto:careers@whereby.com">careers@whereby.com</a> or your Talent Partner. Whereby’s background checks will be carried out by <a rel="noopener noreferrer" class="postings-link" href="https://t.sidekickopen85.com/s2t/c/5/f18dQhb0S7kF8cFC50W2htmVZ59hl3kW7_k2847sD3qkVNxC5g58jP8-W2dykcG6nMDg7101?te=W3R5hFj4cm2zwW4txxZ11JHSqPW3Xv9Wy41QW4-f3zhrPZ04&si=7000000001473169&pi=164060de-c86c-4eba-8a5c-aa0abc159781" target="_blank" data-safetoignore="1">Zinc</a>.</div> <div> <strong>Legitimate posting:</strong> If you aren’t seeing this role advertised on the role is likely closed for new applications. Unfortunately, we are not always in control of where our roles are posted as many websites post our roles without our express consent. For this reason, you may be reading out of date information – we are so sorry about that. Our careers team is always on hand to answer questions, drop us a line at <a class="postings-link" href="mailto:careers@whereby.com">careers@whereby.com</a></div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...