Overview
Basecamp is looking for a Support Representative to join our team in providing the best customer support around.
About the Job
You’ll be responsible for providing tremendous customer service and support via email for all versions of Basecamp and our other apps. You’ll help us answer questions via Twitter, make some customer calls, create and edit help documentation, run personalized demos, and teach some online classes. You’ll also have ample opportunities to carve out your own passion projects related to supporting our customers.
Deep technical knowledge of computer programming is not a prerequisite, however you should be well-versed in basic troubleshooting techniques to solve issues caused by most Internet Gremlins. The ability to think beyond clearing cache and cookies in order to troubleshoot the specific issue that’s reported is essential.
During training, you’ll be expected to be proactive in your process and learn quickly. Once fully up-to-speed (2-3 months), you’ll write about 100 emails per day. This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load — you’ll get all the support and guidance you need along the way!
About You
We’re looking for some great writers who love helping people, so you should enjoy making complicated situations simple and painless. This means being a great problem-solver with the ability to process and resolve issues quickly. You should be a stellar communicator, even when you have to communicate less-than-stellar news. You should have highly tuned senses of compassion and empathy and a drive to constantly help others.
We have a rhythm to our work and a low turnover rate — more than half of the team has been at Basecamp for over five years. But, your voice matters to us. We make change from fresh perspectives and appreciate new viewpoints, so you should feel comfortable speaking up about your values.
You love supporting people. This isn’t a springboard into another area at Basecamp. You want to be part of our support team for a while, and you’re excited to contribute to making Basecamp the best product for our customers.
A big part of the role itself is supporting each other, so you should understand the value in prioritizing relationships with your colleagues.
We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. Basecamp is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.
About Our Pay and Benefits
Our pay is within the top 10% of the industry, for the matched role and experience, based on San Francisco rates. We also believe in fair, living wages at Basecamp no matter where you live. For a Junior Customer Support Representative, this starts at $70,000.
Our benefits are all aimed at supporting a life well lived away from work. None are about trapping people at the office or cajoling them into endless overtime. Just the opposite. We’re all about reasonable working hours, ample vacation time, summer hours, fitness, wellness, food, education, and charity. See the full list.
If you want to join Ashley, Chase, Chris, Elizabeth, Jabari, James, Jayne, Jim, Joan, Kristin, Lexi, Merissa, Shanae, Sylvia, and Tony in making our customers happy, please apply!
How to Apply
Introduce yourself to us as a colleague. Show us your future here! We value great writers, so be yourself, be creative, and take your time with the application. There’s no prize for being the first to submit! Stock cover letters won’t do. Tell us why you want this job. Tell us about:
- why you want to work in customer support.
- why you want to work at Basecamp and not somewhere else.
- a description of a great customer service/support experience you had recently, and what made it great.
- a time you taught yourself a new skill to complete a job or project.
- a guide to making your favorite meal.
Then, pick three of the customer questions below and answer them like you would if you worked here (hint: at this point, we value tone and style over correctness):
- Does Basecamp 3 offer time tracking?
- Can I create recurring events in the Basecamp calendar? What about recurring todo items?
- Do you offer 2fa for signing in?
- How do I work with clients in Basecamp 3?
We’re accepting applications for this position until July 5. We’ll let you know that we’ve received your application. After that, you probably shouldn’t expect to hear back from us until after the application deadline has passed. We want to give everyone a fair chance to apply and be evaluated.
We’re seeking fluent English speakers/writers to work with us to answer customer inquiries via email and phone during these hours:
- Monday through Friday 9am-6pm CST
- Tuesday-Saturday 10am-7pm CST
We’re a remote company, so your location isn’t as important as your fit to the role. That said, we do prefer that your daytime hours coincide with your working hours so as to avoid night shift burnout.
We look forward to hearing from you!