💖 About Heartbeat

Heartbeat (heartbeat.chat) is a plug-and-play online community builder. Think “Shopify for online communities”. We’re 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 — with discussions, courses, payments, events, documents, workflows, matchmaking, and directories — all on their own website.

We’re 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

We’re 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. 💕

😍 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 it’s capable of

✅ 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 Intercom’s 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.

🔍 You’ll 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

⭐️ 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 isn’t for everyone and that’s okay!

We need people who are obsessed with building a more intentional and inclusive internet. Here’s 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.

🎁 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