Customer Support Associate

Padlet; San Francisco (CA); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with matching

Commuter benefits

FSA

Stock options

Catered meals

Job summary

Padlet, based in San Francisco, is hiring a customer support-focused professional responsible for resolving inquiries by phone and email and maintaining high interaction standards. You will collaborate with engineers on bugs and feature requests while identifying trends to improve processes and documentation.

This role emphasizes customer advocacy and cross-team collaboration. The ideal candidate has direct customer-facing experience, strong English communication, curiosity, and a commitment to

Qualifications

• Fluent in English; additional language helpful.
• Experience in direct customer or client-facing roles.
• Demonstrated curiosity and passion for helping customers.
• Ability to implement feedback and improve skills.
• Strong organizational, analytical, written and verbal communication.
• Excellent time-management and attention to detail.
• Excellent written and verbal communication skills.

Responsibilities

• Resolve customer inquiries via phone and email.
• Maintain a high standard for customer interactions.
• Coordinate with engineers to report bugs and feature requests.
• Identify trends and suggest process improvements.
• Draft improvements to content in the Support Center and internal docs.
• Collaborate with other teams to quickly root out answers.

Skills

English fluency

Customer-facing

Curiosity

Feedback-driven

Communication skills

Attention to detail

Time management

Job description

Padlet 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 our San Francisco office.

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. Proficiency in another language is a bonus
• 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
• Excellent time-management skills

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 70 odd people. That's over half a million active users per person.

Some people you’d be working with

• Collin Palmer: Exclusively listens to movie soundtracks when working, especially the Darth Vader theme. One man product machine from speccing to shipping.
• 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.

The office

• Our office is in the middle of Presidio, a beautiful national park. We’re a 5 minute walk from the beach. The WiFi works outdoors. You can work sitting in a lawn overlooking the Golden Gate Bridge.
• The office itself is designed to be a space for all your interests and hobbies. We have a meditation room, game room, library, art studio, kids room, and full makerspace with 3d printers, presses, laser cutters, sewing machines, and more.

Benefits

• Top tier medical, dental, and vision insurance for you and your family, including One Medical memberships.
• 401(k) with matching.
• Commuter benefits.
• FSA.
• 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.

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.

Compensation Range: $85K - $120K