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Customer Champion, Paid Support (AMERS-West)

This role is for someone who can support our growing team located in the Americas-West region. At this time, we are looking for candidates located along Pacific and Mountain time zones. Please only apply for the role that best fits your region and don't apply for all available roles.

 

Hi there!

We’re on a mission to democratize automation and we’re growing our team of Customer Champions in our Support Team. 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 the idea of helping people free up time by optimizing their work appeals to you, then read on…

We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. 

Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

 

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 needs and solve 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 Might 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: Remote, Americas- West

Our fully remote, distributed environment enables us to work with awesome people from around the world. Our team members work from 38 different countries. We generally hire based on timezones and try to keep teams together by making sure that every Zapien overlaps with their manager & teammates for at least a few hours a day.

Zapier offers:

  • Competitive salary and bonus program
  • Equity for All: Stock options (or equivalent) for every Zapien
  • Healthcare + dental + vision coverage*
  • Fertility and Adoption Assistance
  • Retirement plan with 4% company match*
  • $2,000 annual learning stipend for use on courses, conferences, and more—your choice
  • Annual all-company retreat
  • 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 support Zapiens around the world the best we can, healthcare plans are available in the UK, Canada, and United States. Retirement plans are currently available specifically in the UK, Canada, New Zealand, Australia, and United States. A regional benefits premium is added directly to the salary ranges for team members who are in countries where we do not have entities or provide company-sponsored benefits. When recommendations are made for base salary, the benefits premium has already been factored in.

 

How to Apply

At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We are looking for the best fit for each of our roles, regardless of the type of education or companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset 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 never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter!

Zapier is an equal opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. 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 committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com.

 

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