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Customer Champion, Paid Support (Americas, West - Weekend Warrior)

Normally we hire candidates for our Customer Champion team to work a standard Monday to Friday work week. However, right now we are in need of someone who can help our customers in a full-time, 5 day work week that always includes Saturday and Sunday in all time zones. If you're excited about this role but you'd prefer a Monday to Friday work week, check out our jobs page for other roles that may be a good fit.

This role is open for applicants in the Americas, West Coast region (PST or MST).

 

Hi there!

We're looking for a Customer Champion to join the Paid Support team at Zapier. Zapier’s on a mission to make everyone more productive at work. Zapier has helped millions of people build businesses through the power of automation. We're looking for someone who loves to interact with customers on a daily basis, helping them solve tricky technical problems and use automation to its fullest.

If you’re interested in advancing your career at a fast-growing, profitable, impact-driven company, then read on…

Our Commitment to Applicants

Culture and Values at Zapier

Zapier Guide to Remote Work

Zapier Code of Conduct

Diversity and Inclusivity at Zapier

 

About You

  • You’re highly skilled in technical customer support. We’re looking for at least 1-2 years experience in customer support, working with APIs or in the SaaS industry. Even better if you have previous experience troubleshooting APIs.

  • You're empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.

  • You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it's only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.

  • You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.

  • You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates).

  • You're persistent. Support at Zapier is much different than at many software companies. It's not the same questions over and over again, and often involves researching technical nuances of the apps we support. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.

  • You love doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.

  • You love to set your own course. At Zapier, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.

  • We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Zapier customers.

 

Things You’ll Do

Zapier is a small, fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:  
  • Help customers via email or chat to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.
  • Maintain productivity standards for a Customer Champion
  • Write documentation to help users help themselves (all the documentation on our help site is written and maintained by the support team: https://zapier.com/help/)

 

The Whole Package

Location: Americas, West - PST + MST

Our flexible, distributed environment lets us work with the best people from around the world. Zapiens live in 40+ countries, including the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more!

 

Zapier offers:

  • Competitive salary

  • Healthcare + dental + vision coverage*

  • Retirement plan with 4% company match*

  • Profit-sharing program for 100% of Zapiens

  • $2,000 annual learning stipend for use on courses, conferences, and more—your choice

  • Two annual all-company retreats

  • 14 weeks paid leave for new parents of biological or adopted children

  • Customized Zapiversary rewards on your 1, 3, 5, 7 and 10 year work anniversaries

  • Leading-edge equipment. We set you up with an Apple laptop and provide an additional budget for you to choose other home office accessories and software you may need.

  • Time to renew. We encourage Zapiens to take at least 2 weeks off each year. Most of us take 4-5 weeks, in addition to locally recognized holidays.

  • Opportunity to work with Zapier’s amazing partners network

*While we take care of Zapiens around the world the best we can, healthcare and retirement plans are currently available specifically in the UK, Canada, and United States.

 

How to Apply

We have a non-standard application process designed to promote inclusion and equity. We first ask a few questions in our application form that would typically be asked at the start of an initial interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people, and do not discriminate based on race, color, sex, gender identity or expression, sexual orientation, religion, national origin, physical or mental disability, military or veteran status, genetic information, pregnancy, age, or any other status protected by local law. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

Zapier is is committed to inclusion. As part of this commitment, Zapier will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com.

 

Apply Here