This position is fully remote, but we are looking for someone located in the APAC region of the world! The shift this role will be covering is Monday-Friday 9 am-5 pm PST.
What You'll Do
You’ll be helping our customers with all support-related issues by providing excellently written emails, Slack, and/or video chat support
Conduct training sessions for our unmanaged customer base to remove friction from their customer journey
Present customer problems and friction points to our organization in a way that leads to prioritization and actionable decision-making
Join our regular Support Office Hours to help customers in real time
Work closely with our CX, Finance, Marketing, and Sales teams to make sure that customers' impediments are resolved as quickly as possible
Master our AI tooling platforms to level up your skills and the ability for our customers to take action based on agentic prompts
What We Are Looking For
You have a curious mind and a desire to learn - you might not have all the answers, but you are eager to discover them
You have experience working at a remote-first company and are comfortable working remotely
You like empowering users with the knowledge to do things for themselves in the future, not just fixing things for them
You love collaboration. You want to work with members of the support team and teams outside of support to do what's right for the company and the customer
You're an A+ listener and communicator. You can synthesize feedback and be the voice of the customer to help your teammates become better marketers, designers, builders, and more. You'll also be eager to spend your days speaking with customers on the phone, via email, and through chat
You're ardent about figuring things out and comfortable being uncomfortable. Our team is small, but we'll give you the autonomy to help build better processes and continually improve
You're driven and goal-oriented. With so much freedom and autonomy, it can be difficult to stay focused. Striving towards the prize on the day-to-day is what aligns us as a company
More than anything else, you are empathetic and have a genuine desire to help other people. Culture fit and drive to help are more important than experience.
100% remote — Remote-first, not remote-only. We've been globally distributed since 2020 and built everything around it. We use in-person time intentionally — teams get together when it unlocks better decisions and faster progress.
Transparency and collaboration — We keep everyone in the loop with a monthly all-hands called Allcues, a weekly company newsletter, and a Tuesday video from our CEO. You'll always know where things stand.
Home office and tech — We cover your computer plus a $1,000 home office stipend your first year and $500 annually after that for tech.
Coworking — Need to get out of the house? We'll cover up to $500/month.
Health and well-being — Health, dental, and vision with a generous portion of premiums covered. 401k with a match. Paid parental leave.
Learning stipend — $1,000 a year for professional development.
Equity — Everyone gets equity. We want everyone invested in what we're building.
Flexible time off — Take the time you need. Work it out with your manager.
Skills Required
- Located in the APAC region
- Able to cover Monday-Friday 9am-5pm PST shift
- Experience working at a remote-first company
- Excellent written and verbal communication skills
- Experience providing customer support via email, chat (Slack), and video
- Experience conducting customer training sessions
- Collaboration experience working cross-functionally with CX, Finance, Marketing, Sales
- Curiosity and a strong desire to learn
- Empathy and customer-first mindset
- Comfortable with autonomy and building processes/improving workflows
- Familiarity or willingness to master AI tooling platforms
What We Do
At Appcues, our mission is to help teams build products their users love. With Appcues, you can create in-product experiences (user onboarding, feature announcements, etc.) without writing any code. We believe it's the non-technical people who oftentimes have the best information about a user's needs and desires.
Why Work With Us
We're on a mission to help companies make products their customers love, and we’re having a great time doing it. We’re a dynamic group of talented teammates who challenge, trust, and care about each other, the work we do, and the success story we’re all helping to write. We live by our values, our benefits are real, and sometimes we have donuts
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