Technical Customer Support - QuickMail [CLOSED]

QuickMail helps to automate cold email at scale in the B2B space. It helps companies find new clients who need their service or solution. QuickMail uses its product for marketing & sales opportunities. They do it better than anyone else because of their focus on technology (better deliverability, thanks to their auto-warmer and inbox rotating solution). They are a tech-first company and are proud of their product.

QuickMail has doubled in the last year with the help of their team execution & focus; at QuickMail, everyone knows how they should play to win as a team. Their goal this year is to double again.

They are a remote-first company, financials are shared and everyone is free to voice their opinion. They are a team of 6 people at the moment and looking to double the team as well if possible this year, so it's a fantastic opportunity to join them and make an impact. They have people in Central & Eastern Europe, Asia & US.

To achieve their goal of doubling their revenue this year, the QuickMail team is looking for Technical Customer Support who will focus on initiatives like customer success calls and customer onboarding.

The key focus of your role will include converting trial users into successful clients, ensuring client success and product stability through testing.

More specifically, in this role you will:

• Solving customers’ problems with the best solution possible (including workarounds) through email and occasional video calls.
• Develop a deep understanding of how Quickmail.io works → you will become an expert, knowing the system inside out.
• Investigate the user’s key objectives, and drive their adoption of Quickmail’s functionalities beyond what is expected
• Test new features to make sure they won't create problems in support
• Provide training and continued support through highly effective relationship management, centred around the customer experience.
• Write technical documentation for the QuickMail users & QuickMail database
• Interact with the current Support staff on a daily basis
• Interact with and report to the CEO, who is leading the support department at the moment

In your first weeks at QuickMail, you will have the opportunity to familiarise yourself with the product and with using it. You will also write technical documentation about one part of the software, and answer a few tickets. Senior team members will help you by guiding you and reviewing your drafts until you feel comfortable with sending them directly. :)

Tools QuickMail team uses to manage work & communicate:

• HelpScout → managing tickets
• GitHub → logging and tracking development tasks
• Slack → team communications

As the next Customer Support at QuickMail, you need to have:

• 2 years previous experience in a customer support role (online or offline)
• Experience handling complicated software & love of technical things
• Experience supporting development with testing
• Empathy & ability to put yourself in the shoes of the user
• Results-oriented mindset & problem-ownership attitude
• Excellent problem-solving skills (strong critical thinking)
• Excellent attention to details
• Ability to understand technical concepts well
• Willingness to act in the company’s best interest & to be exposed to the business side
• Good tech equipment & fast internet (QuickMail takes a lot of memory to run, and you will have lots of open tabs during your working hours!)

Brownie points for experience with small coding projects.

What’s in it for you?

• $1500 - $2000* per month to be paid in your currency of choice
• Long-term full-time role
• Fully remote role → work from anywhere in the world as long as you have a strong and stable internet connection
• Working hours during US - EST time zone (up to 9 PM CET) a few times a week
• Work in an amazing company with a winning culture: no politics & open books
• Learn about the business side and get to know the financials as we practice open-book management.
• Flexible vacations & 13th salary when the goals are hit
• Opportunities for further professional development, such as building the CS department
• Team retreat once or twice per year (with potential mini-retreats depending on your location!)

*Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.

“It's great. We develop interesting things, there is no artificial pressure for delivering features. We make sure that things are ready for release. When there is a mistake we admit it and take responsibility, we do not try to hide it or find excuses. Proactive and responsible. We all aim to succeed and are eager to learn new things. Not afraid of owning mistakes. No excuse.”

“Challenging and rewarding. You're constantly pushed to reach new levels both professionally and personally. If you want to evolve fast, this is the place for you. There are no politics; honesty is encouraged; being defensive and making excuses about your work won't take you far; if you produce results you'll be successful; kindness and empathy are unspoken but core values.”

“Not having to deal with politics and red tape is liberating. Egos don’t matter (including the founder’s), outcomes do. Clear communication and quick feedback loops make it much easier to get things done. No fluff, no beating around the bush. And these things aren’t a cover-up for bullying or a toxic environment. You’re encouraged to grow and help others grow.”

This position will be closed as soon as we find the perfect match. So, make sure to read the description carefully and take your time to submit a high-quality application that stands out.

If you apply, JobRack will respond promptly and keep you updated throughout the process.

As part of the hiring process, please then expect the process to include:

1 - Filling in the application form once you click “Apply”

2 - Being invited to record a short video to introduce yourself

3 - Completing test tasks, if short-listed

4 - Attending video interviews where you will have the opportunity to talk more about your previous experience and the new role

Applications are only accepted through JobRack. QuickMail has specifically requested that you do not contact them directly. If you have any questions please contact us using support@jobrack.eu

To make sure you receive updates on your application please add recruitment@jobrack.eu to your email address book.

Got questions about working remotely? Check out JobRack’s FAQ for answers to everything you might want to know. https://jobrack.eu/jobseeker-faq