Senior Business Developper H / F

Whereabouts : We are full-remote, global and hours agnostic! Please be aware that many of our team are based in Europe. This means you will generally need to have at least 3 hours of work cross-over with CET and GMT.

Interviews : Around 4 hours over a few weeks, including some paid practical work.

Salary : Flat rate at $23 per hour globally and £17 per hour for UK candidates and €20 for European candidates. Standard 10 hours per week.

Created with Scandinavian simplicity at heart, Whereby is a remote-first video meetings company with a vision of a world where anywhere works.

We believe in everyone. We see our differences as a strength; it’s this philosophy that drives us towards our mission. This means we see your unique history as having a value money cannot buy; we believe in the strength of every intersection of race, religion or belief, ethnic origin, different physical ability, family structure, socio-economics, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity.

What we're looking for

We are looking for a customer support agent to support our Whereby Meetings product. This role will be around 10 hours per week, fully remote. You will be working as a consult for the team, rostered on flexible hours around your commitments and life. The kind of person who would do well in the role is someone who is looking for some supplementary income and likes working in a team environment but fully remotely.

Characteristics of someone that will do well in this role

• You never sacrifice quality for quantity.
• You approach every customer interaction with empathy and care.
• You're comfortable interacting with customers from all nationalities, cultures, and walks of life.
• You have solid typing skills, and bring an authentic, human tone to your written communication.
• You've worked remotely in the past in some capacity, and understand the pros and cons of working in a distributed team.
• You're a problem solver by nature and aren't afraid to seek out answers or solutions independently.
• You keep a keen eye out for ways to improve customer experience and outcomes.

Scope of your work

• Answering Tier 1 and Tier 2 customer support from our Free, Pro, and Business customers.
• You will be provided training and support with Tier 2 support tickets during your training.
• Assisting in improving customer support processes and documentation such as adding new templates and workflows.
• Documenting and sharing customer feedback on improvements and feature requests.
• Getting involved in Whereby's social and cultural ways of working.

Day-to-day of your role

• Responding to around 20 customer queries per day (depending on working time), ranging from troubleshooting problems, managing customer accounts and subscriptions, and helping customers understand how to get the most out of Whereby.
• Joining support meetings and discussions around recurring issues and solutions.
• Helping our team find new ways of offering support, such as introducing new tagging and templates.
• Identifying customer feedback or issues that need to be shared with the team.

How we will measure your success

• Quality of responses.
• Volume of tickets answered.
• Number of replies per resolve.
• Customer Satisfaction rating.

You've read all this way... you may as well apply!

If you have any more questions, take a peek at our Recruitment FAQ on Notion or drop us an email to [emailprotected]. You can always read more about Whereby here on our open handbook.

Background checking : We perform background checks on certain roles. For more information about how and why we carry out background checks, this document is a great starting point. For anything further, please email [emailprotected] or your Talent Partner. Whereby’s background checks will be carried out by Zinc.