Customer Support Associate

Job description

Padlet https://padlet.com is building software for a good education. A good education is one that inspires curiosity, creativity, and community. Our software enables that through visual content creation and collaboration in millions of classrooms worldwide. At Padlet, we know that great customer support is provided by both people and products. As a group, we've set high standards for how we treat people: whether it's our users, or Larry, our UPS deliveryman. We'll be relying on you to help us meet the standards we've set for ourselves in our interactions with our community. We are seeking a highly motivated and resourceful individual who is dedicated to providing world-class support by exceeding expectations through each interaction with the Padlet community. The ideal candidate is a fiercely loyal advocate for our customers, a creative problem-solver, and a collaborative team member. This person is energized by working with people, while still being a strong independent worker. This is a full time, salaried position that will be based in an office we are opening in Seoul. RESPONSIBILITIES - Effectively solve customer inquiries via phone, email - Hold a high bar for Support when owning customer interactions - Identify, document and follow up with engineers on product bugs and features - Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products - Recognize errors and draft improvements to content in the external Support Center and internal documentation - Collaborate with members of other teams to root out answers and be a resource to teammates QUALIFICATIONS - The ability to provide support fluently in English and Korean - Genuine curiosity about people and business, while possessing the ability to inspire passion in others - Experience in direct customer or client-facing roles - Interest in implementing feedback and dedicated to the improvement of your skills and work - Strong organizational, analytical, written and verbal communication skills - Superb attention to detail - The ability to quickly adapt to new situations and think on your feet - Excellent time-management skills - A desire to help people and improve the community experience ABOUT PADLET - Vision: Every child in the world will grow up with Mickey Mouse and Padlet. - Product: We are making the default way of collecting and sharing thoughts on the Internet. People love the product. - Impact: We have 40 million users, making Padlet one of the most used apps on the planet. - Money: We are venture backed AND fiscally responsible. We are built to last one hundred years. - Badassery: We are only 60 odd people. That's over half a million active users per person. SOME PEOPLE YOU‘D BE WORKING WITH - Zoheb Jamal: His high school hates him, and rightly so. There was once an advanced maths exam where half the cohort failed. Teachers wanted to bump everyone's marks by 10 to soften the carnage. But they couldn't cuz Zoheb Jamal got 99/100. Leads customer ops, compliance, and growth. - Brian Koh: Only human we know who has impulsive urges to exercise. When he does, he doesn't care about outfits. We've seen him running in boots, tight jeans, and leather jackets. Exceptional engineer and even better mentor. BENEFITS - Medical and dental insurance for you and your family. - Stock options. - Catered lunches and dinners. Military grade snacking. - 20 vacation days. Plus sickness and bereavement days for when life happens. - Parental leave. - All the gadgetry you need, including a new phone every year. - Badassery budget to level up. SPECIAL TIME TO JOIN Because we're small, we move fast. And because we have tremendous traction, your work will impact millions. This combination of speed and impact is rare and quite satisfying.