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Customer Success Specialist

Paperform
Remote
£19,000 - £24,000 a year - Permanent, Part-time

Location

Home Based

Benefits
Pulled from the full job description

  • Additional leave
  • Casual dress
  • Sick pay
  • Work from home

Full job description

Customer Success Specialist – Paperform

Work Hours: Saturday & Sunday 11am to 11pm UTC, (UK) [8pm to 8am AEDT]

24 hours per week minimum | Potential for extra shifts (leave cover)
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About Paperform

Paperform is a Sydney based SaaS company that provides tools to help people and businesses easily create beautiful online forms (check out paperform.co). Our aim is to democratize digital creation. Paperform launched in late 2016, and now has thousands of customers from across the globe. We’re a small, agile team, and we’re growing fast!

Working for us

We’re a remote team, and our office is based in Sydney, Australia. To work for us you need a stable internet connection, a passion for getting stuff done, outstanding communication skills, to be Paperform product obsessed, and absolutely love figuring out Excel-style calculations.

For this role, we need someone based on a UK timeline, Part-time from Saturday to Sunday, 11am to 11pm UTC.

We have a few core values and expectations: empathy and kindness, that you come to know the product inside-out, that you love creative solutions, that you be detail oriented, that you work autonomously, and that you are candid. We like to spend a minimal amount of time in meetings, and execute tasks and strategies at a fast pace.

Our mission as a Customer Success Team is to be Product experts and educators. Our Customer Success Team doesn’t just provide answers, but where relevant, will find the best solution for each user or lead's use-case and show them how they can implement it.

The role

We are looking for a part-time Customer Success Specialist. We’re after someone who will be like a dog with a bone when it comes to troubleshooting, who is passionate about knowing every facet of our Product, and gets a huge kick out of working with Excel-style calculations (check out our “Calculation” feature for context!). Above all, we want a candidate who is able to build a rapport with our user-base and carries on our solid reputation for excellent customer support.

Day to day, you’ll be supporting our users, improving and creating educational resources, working closely with our Product and Growth Teams, and contributing ideas to innovate our approach to support.

There will be significant ongoing opportunities to learn and grow with the company as you work closely with our Customer Success Lead, as well as the Cofounders as we continue to scale Paperform. We’ll help you to achieve your goals by supporting you, and welcome innovative ideas you bring to the table.

An ideal candidate will be self-motivated, take initiative and ownership of their responsibilities, and be extremely competent in solving problems without needing to be micromanaged. Working as part of a remote team you will be expected to be able to communicate clearly with the team over a variety of different mediums (video calls, Asana, Slack etc.), be comfortable with raising issues or questions along the way, and providing insights.

Responsibilities:

  • Conducting live chats with users and leads: answering and troubleshooting, assigning/escalating tickets, and being the face of Paperform.
  • Reviewing, editing, and creating resources (help docs, templates etc.).
  • Reporting on customer feedback, feature requests, and anything else support related.
  • You’ll work on cross-functional projects with Tech/Product, Growth, and Operations.

Important Skills

We are looking for an enthusiastic and quick learner who is ready to jump into a customer support and content role. The most important skills for this job are:

  • Tech Skills:
  • Excellent at troubleshooting and resolving complex problems, especially with Excel-style calculations.
  • Sound knowledge of HTML and CSS
  • Basic understanding of support apps, like Intercom
  • Ability get in touch with Google Drive, Notion, Slack, Asana
  • Programming skills will give you an edge for this role, and also open the potential for you to work with Product.
  • Communications: you’ve got to be able to communicate complex concepts in simple terms, and to quickly build a rapport with customers.
  • Self Starter / Self motivated: take ownership of their role, and drive it to completion with minimal supervision.
  • Team Player: while being self-motivated, illustrates the ability to collaborate with multiple stakeholders and work efficiently in a team.
  • Adaptable to Change: Possess the ability to adapt quickly to new circumstances and situations.

You’re a good fit if you...

  • Communicate well through tools like Slack, Asana, email, and video conferencing tools.
  • Can’t sleep if you know there’s a better way of doing something, or a way to solve a problem.
  • Try everything in your power to solve an issue before assigning it to someone else.
  • Enjoy moving super fast on tasks, and loath death by meetings.
  • Take ownership of your work, and can manage projects and work to deadlines.
  • Have a high level of spoken English.
  • Have strong attention to detail and can spot a typo from a mile away.

What happens after you apply?

If your application is being considered, we’ll send you a test. If that goes well, we’ll invite you to interview.

We receive a high volume of applications for every role we post - please be patient as we review and give every candidate the attention they deserve. Unfortunately, we won’t be able to answer every application we receive; if you don’t hear from us within the next 3 weeks, your application has been unsuccessful on this occasion. We encourage you to keep an eye out for upcoming roles in the future.
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Part-time hours: 24 per week

Job Types: Part-time, Permanent

Salary: £19,000.00-£24,000.00 per year

Additional pay:

  • Performance bonus

Benefits:

  • Additional leave
  • Casual dress
  • Sick pay
  • Work from home

Schedule:

  • 12 hour shift

COVID-19 considerations:
We're an Australian based tech company who are remote first and serve online customers. We don't require physical contact of any kind for interviews or work undertaken.

Work remotely:

  • Yes

COVID-19 precaution(s):

  • Remote interview process
  • Virtual meetings