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Customer Support Representative
Basecamp is looking for two Support Representatives to join our EU and APAC teams in providing the best customer support around. We're only looking for candidates who live in the GMT time zone or east.
About the Job
You’ll be responsible for providing tremendous customer service and support via email for all versions of Basecamp and our other apps. You’ll make some customer calls, create and edit help documentation, run personalized demos, and teach some online classes. You’ll also have ample opportunities to carve out your own passion projects related to supporting our customers.
Deep technical knowledge of computer programming is not a prerequisite. The ability to think beyond clearing cache and cookies in order to troubleshoot the specific issue that’s reported is essential.
During training, you’ll be expected to be proactive in your process and learn quickly. Once fully up-to-speed (2-3 months), you’ll write about 75 emails per day. This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load — you’ll get all the support and guidance you need along the way!
We’re looking for some great writers who love helping people, so you should enjoy making complicated situations simple and painless. This means being a great problem-solver with the ability to process and resolve issues quickly. You should be a stellar communicator, even when you have to communicate less-than-stellar news. You should have highly tuned senses of compassion and empathy and a drive to constantly help others.
You love supporting people. This isn’t a springboard into another area at Basecamp. You want to be part of our support team for a while, and you’re excited to contribute to making Basecamp the best product for our customers.
We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. Basecamp is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.
About Our Pay and Benefits
Everyone on Support starts as a Junior Customer Support Representative since it takes time to learn Basecamp's products & best-in-the-biz support practices. The starting annual salary for a junior support representative is $70,000 USD.
Basecamp is a remote-first company, and this is a fully remote job. Since you're working outside the US, you'll be offered a contractor position with comparable terms and equal compensation as our domestic employees.
Our benefits support a life well-lived away from work. Ample time off and all the resources you need to support you in doing the best work of your career. Here's more on the benefits we offer.
How to Apply
Introduce yourself to us as a colleague. Show us your future here! We value great writers, so be yourself, be creative, and take your time with the application. Stock cover letters won’t do. Tell us why you want this job. Tell us about:
Why you want to work in customer support.
why you want to work at Basecamp and not somewhere else.
a description of a great customer service/support experience you had recently, and what made it great.
a time you taught yourself a new skill to complete a job or project.
a guide to making your favorite meal.
Then, pick three of the customer questions below and answer them like you would if you worked here (hint: at this point, we value tone and style over correctness):
Does Basecamp 3 offer time tracking?
Can I create recurring events in the Basecamp calendar? What about recurring todo items?
Do you offer 2FA for signing in?
How do I work with clients in Basecamp 3?
We'll be accepting applications until Friday, October 8, 2021, at 5:00PM US-Central time. There's no benefit to applying early, so take your time! Please note that we're unable to offer feedback on your application during the early screening process. We usually see over 1,000 applications for our Support positions, so our small hiring team simply doesn't have the bandwidth to compile and share feedback before the interview stages.
Once the application window closes on October 8, the team will take a few weeks to review all applications. We'll be in touch about whether or not we'd like to invite you to the next round by Friday, October 22. That round will consist of a 60-minute interview with 1-2 members of our team, at least one of whom would be working in the same time zone as you. After interviews, we hope to extend offers to our top 2 candidates! We'd like to extend offers by November 1, with a tentative start date of November 15.
We know this is a lot of work. We appreciate the generosity and courage that go into considering our team. We look forward to hearing from you!