Customer Support Specialist at Bonusly (Remote)

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Make recognition fun. Love your work. 🤗💚🎉
 
Join our small but growing team dedicated to building engaged, recognition-rich cultures in workplaces across the globe!
 
To learn what makes our company culture unique, take a peek at our Employee Un-Handbook, check out our Instagram, and check out this video to see what it’s like to work here.
 
*** Bonusly’s “Workplace”: Bonusly is still hiring! We currently conduct all interviews and on-boarding new hires remotely. Bonusly has both a hybrid and remote workforce and will furnish all employees with what they need to work remotely. ***
 
What is Bonusly? 
Bonusly provides solutions to create high-performance, high-engagement teams. We believe that success in business is determined by people, working on teams, to solve novel problems. That belief extends to our own team, and we'd love for you to be a part of it.
 
What is our mission?
Our mission is to help people connect with their work and each other in meaningful ways. Our vision is for every organization to reach success by using Bonusly to build high-performance, high-engagement teams. We believe that the way we work today can be so much better.
 
How do we get there? 
Our top-rated SaaS platform is built by the talented and creative team here at Bonusly. We work with autonomy, responsibility, and purpose. We are driven by a desire to make meaningful impacts for our customers, and to be excellent teammates to each other along the way.


Job Description
Remote (US)

As a Customer Support Associate on our Customer Success Team, you will provide an unparalleled customer experience while investigating issues, providing solutions, and contributing to the success of Bonusly’s users. We are looking for someone with an ingrained passion for helping people, and a love for finding creative solutions. You will become an expert on the Bonusly app, and be an advocate for the needs and concerns of our users. The work you do directly impacts the efficiency of the business.

� At Bonusly, you’ll…

  • Coordinate across departments to provide support through all stages of the customer’s journey.
  • Execute a delightful day-to-day customer support experience- including responding quickly to questions (via phone, email, online chat, and occasionally video) and following up on reported issues. Typical cases include technical questions, troubleshooting, identifying bugs, fielding feature requests, navigating billing concerns, and coaching customers on best practices.
  • Follow a Knowledge Centered Support process to answer customer questions and keep our knowledge base up to date.
  • Investigate bugs and file tickets with our Engineering team when appropriate.
  • Empathize with the customer’s perspective to provide the best solutions aligned with Bonusly’s core values.
  • Collect customer feedback and advocate customer needs cross-departmentally.
  • Identify patterns in support interactions; then take appropriate action to address these patterns.
  • Help out with various Customer Success projects as needed.

💚 You should apply if you…

  • Have 1+ years of experience in a support role at a SaaS organization
  • Have a basic knowledge of web technologies, including APIs, SAML, and SFTP integrations.
  • Consider empathy and patience to be among your top strengths.
  • Enjoy anticipating customer needs and providing solutions before they’re needed.
  • Like looking for patterns in customer communications to create actionable feedback.
  • Comfortable working on a team within an ever-changing startup environment.
  • Have a strong sense for the information needed to debug an issue and can proactively collect this information from customers.
  • Have an aptitude for digesting and communicating technical concepts across audiences of varying technical ability.
  • Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions.
  • Fast learner who is motivated and eager to tackle new challenges every day
  • Communicate with a professional, upbeat, and friendly tone.
  • Pride yourself on delivering delightful experiences.
  • Prioritize well, especially while under pressure.
  • Appreciate being able to work autonomously.

💯 Bonusly points for…

  • Are able to read and write basic code
  • Familiar with Intercom as a ticketing solution

💰Compensation

  • Target Hourly Range: $22.00 - $29.00
  • Target Equity Range: 0.005% - 0.015%

🎉Benefits and opportunities include...
• Collaborating with a growing team of smart & passionate creators.
• Making work more enjoyable and meaningful by reimagining the way companies recognize and reward their employees.
• Being empowered to innovate, take ownership, and motivate change at a growing company.
• Fully covered Medical/Dental/Vision insurance.
• Fully covered short-term/long-term disability and life insurance
• Progressive vacation policy.
• 401(k) with employer matching.
• Subsidized wellness, transit, and professional development.
• Bonusly! (Of course we use our own product for peer, work anniversary, and birthday recognition) 
 
💚 What's it like to work at Bonusly? 
Culture and employee experience are some of our top priorities! See what we're all about at https://bonus.ly/about, and check out our official Employee Unhandbook to learn more about our culture and values. 
 
Covid-19 Vaccination Policy: 
Bonusly prioritizes the safety and wellbeing of all our team members regardless of vaccination status. The CDC believes getting vaccinated against COVID-19 is the single most effective thing we can do to protect our team members, their families, and their communities. Currently, in order to attend any company/team events in person we require all attendees to be vaccinated (unless state laws say otherwise). 
 
🔸 We actively work toward greater diversity, equity, and inclusion
We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
 
We are committed to providing reasonable accommodations for individuals in our job application process. If you need assistance or accommodations, please let your recruiter know if we reach out for an initial phone screen.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • JIRAManagement
    • ClubhouseManagement
    • GSuiteManagement
    • HubSpotCMS
    • HubSpotCRM
    • GainsightCRM
    • HubSpotEmail
    • Google AdsLead Gen

An Insider's view of Bonusly

What’s the vibe like in the office?

As someone who started with Bonusly during the pandemic, I haven't stepped into an office yet. However the vibe of the company is embedded in its people and can be felt every where - over Slack, in meetings, and especially in our product. You can see how Bonuslians live the values, even when we're "virtual".

Vicki

VP, People Operations

What does your typical day look like?

There's a lot of trust in how to spend time and prioritize. I'm responsible for my own work and projects but also feel responsible for helping the rest o the team! It's collaborative in a non-micromanagement way.

Kate Cygan

Marketing Operations Analyst

What makes someone successful on your team?

An environment of employee empowerment allowing me to thrive to my full potential but also have no fear of failure because with the confidence that I am supported and we are a team that can learn and grow from failures.

Jennifer Perocchi

SMB Sales Manager

How do you make yourself accessible to the rest of the team?

I host bi-weekly AMAs where the team can ask me literally anything. This has helped strengthen our team communication drastically during the pandemic. I'm always available to the team on Slack. We also have monthly all-hands meetings where the leadership team presents on the current state of the company and opens it up for questions from the team.

Raphael Crawford-Marks

CEO

How would you describe the company’s work-life balance?

Bonusly is the only place I've ever worked with meaningful, functional unlimited PTO baked into the culture. I trust my colleagues to take adequate breaks, and don't need to worry about justifying my time off or worrying about how it'll look.

Max Pekarsky

Software Engineer

What are Bonusly Perks + Benefits

Bonusly Benefits Overview

First and foremost, we want our employees to feel financially secure and covered for big life events such as having kids. To that end, we aim to provide core compensation that meets or exceeds market rates for a company at our stage. Core compensation includes: salary, equity (every employee gets stock options), fully covered Health/Dental/Vision benefits, 401k with matching, unlimited vacation policy with 2-week minimum, family leave policy. And of course, everyone in the company gets Bonusly (our peer bonus and recognition platform, exchangeable for real gift cards and money) to allocate each month!

Secondly, we want our employees to be productive, motivated, healthy, and satisfied with their lives and their work. To that end we aim to provide perks and benefits that are scalable and sustainable, and promote: autonomy, mastery, purpose, belonging, and wellness. Every employee gets an annual budget for wellness and continuing education/development.

Culture
Volunteer in local community
Bonusly participates in local volunteer activities ranging from Earth Day cleanups to projects at the Humane Society of Boulder valley to helping out with Boulder Startup Week.
Partners with Nonprofits
Bonusly partners with nonprofits through the Reward Catalog in our product. Our users have donated over $890,000 to nonprofits, including more than $157K for the NAACP LDF and $160K to the WHO.
Friends outside of work
Eat lunch together
Intracompany committees
We have a Diversity, Equity, and Inclusion Advisory Group, a Coworking Week planning committee, and a Product Steering committee, as well as frequent opportunities to step up and help plan events.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
We have a leadership team under the CEO that is 50% female, and have a DEI Advisory Group that meets on a regular basis to advise the leadership team on ongoing DEI effort
Unconscious bias training
Beginning in 2020, we require all employees at minimum complete unconscious bias training as well as interview training (before people interview) to understand the process for how we reduce bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We have a Diversity, Equity, and Inclusion Advisory Group compromised of team members across each department. They meet on a bi-weekly basis to discuss and implement DEI initiatives company-wide.
Hiring Practices that Promote Diversity
We utilize sites/tools like Mathison.io, have created an inclusive hiring process, and a DEI interview for all employees, people managers/higher level individual contributors go through a longer one.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Bonusly employees can contribute up to $7750 annually to their FSA ($2,750 for health and $5,000 for dependent care).
Disability Insurance
We cover short-term and long-term disability coverage.
Dental Benefits
We cover 100% of monthly dental insurance costs.
Vision Benefits
We cover 100% of monthly vision insurance costs.
Health Insurance Benefits
We offer a top-of-the line PPO plan and cover 100% of monthly insurance costs.
Life Insurance
We cover basic life insurance and offer an ability to increase coverage up to $300k
Wellness Programs
We provide our employees with a budget of $500/yr per person to use toward wellness expenses (fitness classes, personal training, clothing, equipment, coaching, apps, etc.)
Team workouts
Our team often goes to the climbing gym together, hold daily in-office meditations, goes on hikes around Boulder, or does in-office yoga.
Mental Health Benefits
We host daily meditation practices and our insurance covers most counseling premiums. We also offer a yearly $500 wellness stipend that can be used for mental health support.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Bonusly offers a 401k with employer matching through Guideline. Bonusly matches 100% of the first 3% contributed, and 50% of the next 2% (for a max employer contribution of 4%).
Company Equity
Performance Bonus
We use our own product! Every employee has a generous monthly budget of Bonusly give out as bonuses to their colleagues. You can redeem your earnings for gift cards, cash, and charitable donations.
Match charitable contributions
Bonusly users can donate their earnings to causes they care most about. In 2020, Bonusly users have donated over $139,000 to the NAACP LDF, including a $25,000 donation match from Bonusly.
Child Care & Parental Leave Benefits
Child Care Benefits
New parents (mothers or fathers) can bring their immobile infants to work with them. Your new little one is welcome to tag along to work until six months or crawling, whichever comes first.
Generous Parental Leave
Parental leave is for any kind of parent, mother or father, by birth, adoption, or surrogacy. We offer 9 weeks paid parental leave, to be taken anytime during your child's first 6 months.
Flexible Work Schedule
Bonusly believes that you know when and where you work best, and we give you the freedom to set your own schedule.
Remote Work Program
Bonusly believes that you know when and where you work best, and we give you the freedom to set your own schedule and work from home when you need to. We also have two remote offices in NY and Seattle
Family Medical Leave
We offer up to 12 weeks of unpaid, job-protected leave, as well as health benefits for employees eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We set a minimum expected vacation. Our expectation is that everyone (including founders and early hires) will take a minimum of 2 weeks (10 days) vacation per year.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Our Boulder employees get a free EcoPass for unlimited usage of RTD services.
Company Outings
We host an annual holiday party, frequent happy hours, an annual Coworking Week filled with outings, activities, and learning, and annual team retreats.
Stocked Kitchen
We have coffee, tea, Red Bull, kombucha, sparkling water, fruit-infused water, and beer on tap, and a weekly fruit delivery, plus frequent homemade snacks that people bring in!
Some Meals Provided
During COVID-19, we reimburse $40/week for meals while we're remote. Otherwise, we have weekly team meals and breakfast.
Happy Hours
We have frequent happy hours with the team, to welcome new employees and celebrate successes.
Parking
We have unlimited free parking across the street from our offices.
Pet Friendly
We love our pets. There's usually at least one dog in the office each day, and we have Slack channels for pet owners and lovers to share photos and stories. We once crowdfunded a colleague's vet bill.
Relocation Assistance
We offer generous after-tax relocation bonuses to new hires who are moving to work at Bonusly.
Fitness Subsidies
Bonusly will reimburse approved wellness expenses (e.g. gym membership, yoga classes), up to $500 per employee per year. Employees can also get a discount at Movement Climbing + Fitness in CO.
Home Office Stipend for Remote Employees
We offer a one-time $300 stipend for WFH set up.
Professional Development Benefits
Job Training & Conferences
Bonusly will reimburse approved professional development expenses, up to $2,000 per employee per year.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Read more about our core values and perks in our employee "un-handbook": https://github.com/bonusly/un-handbook

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