đ¤ Customer Support Agent
- Support
- Full-time
- US
- Remote
- 55K - 60K USD a year
Posted on October 14, 2024
đ About Heartbeat
Heartbeat (heartbeat.chat) is a plug-and-play online community builder. Think âShopify for online communitiesâ. Weâre building a world where anyone can find their tribe & be their true selves on the internet.
Heartbeat allows creators, coaches, & online experts to build a thriving community business â with discussions, courses, payments, events, documents, workflows, matchmaking, and directories â all on their own website.
Weâre the core platform powering these businesses all across the globe.
We launched Heartbeat 2 years ago and used that time to...
build a beautiful, feature-rich product across web, desktop, iOS, and Android
bring on +5,000 customers who are creating engaging, inclusive, and meaningful communities
raised funding from a world-class team of builders, advisors, & investors with experience crafting billion-dollar products
Weâre a cozy team of 6, fully remote, and looking to add a second Customer Support Agent to help provide more consistent and timely support to our Heartbeat Community Admins and members. This role reports to Siobhan Hyser, our Support Team Lead. đ
đ You'll love this role if you...
Enjoy unraveling complex problems
Like working independently but also enjoy a good collab session
Want to help guide the direction of the Support Department and how it continuously improve
Want to represent the voice of 5,000+ customers and influence the direction of the product
Enjoy working with small businesses to help them grow and scale through tech
Value transparency and candid, direct communication done with kindness
Enjoy looking through every settings page of new software to understand what itâs capable of
â What you'll do...
Use Intercom to resolve support tickets from users, members, and prospects
Identify points of customer confusion and recommend platform improvements
Verify and document technical bugs and feature requests for the product team
Write help articles as a source of truth for our customers and AI chat support bot
Improve Intercomâs efficiency via workflows, macros, and other functions
Work with the Support Team to scale self-service support via better help articles, in-app guides, AI bots, etc.
đ Youâll succeed in this role if you can...
Figure things out on your own and also know when to ask for help
Identify when customers are operating with incorrect context and teach them in a way that feels supportive and empowering
Convey complex concepts to customers in a way that feels extremely direct and genuine
Have clear opinions on what well-designed vs. poorly-designed software looks and feels like
Provide feedback and suggestions on improving the Support Department and the company
âď¸ Bonus points if you...
Have experience with QA, configuring AI Chat Bots, UX design, or have a technical background
Founded a company before (we love ex-founders!!)
⨠Our Culture
Heartbeat isnât for everyone and thatâs okay!
We need people who are obsessed with building a more intentional and inclusive internet. Hereâs what we believe in:
Dedication to Craft. Each of us is on a continual quest to improve what we do and become world-class operators within our domain. While we start at different points, this focus on continual learning and continuous improvement brings us together.
Constantly Curious. Every member of our team is marked by an insatiable curiosity about the world around them. We aim to constantly learn & experience more to better shape our own worldview.
Deeply Empathetic. We listen, understand, and grow from the struggles of others in a different place than we are. We recognize this shared empathy makes us stronger & more impactful in the long run.
Have fun with it. What's the point of all this work if you aren't actually having actually fun? Work is a massive chunk of our lives and at Heartbeat, we believe there's no reason we can't enjoy the work we're doing with a fun group of people all striving to be experts in their own practice.
đ Benefits
Health & dental plans
Unlimited vacation & PTO
Mental health days when you need them, no questions asked
Home-office stipend
A generous equity package
Work from anywhere as long as you have a 5-hour overlap with US Eastern Time Zone
Remote restrictions
- Workday must overlap by at least 5 hours with New York, NY, USA