Weekend Support Specialist

contract
Fully Remote

Open to all applicants globally!

Hi, thanks for reading about our Weekend Support Specialist opportunity! We're glad you're here.

We're Knack, a code-free platform used by thousands of customers — from non-profits to the world’s biggest companies — to easily build custom apps, workflows, and databases.

We're looking for an outstanding Weekend Support Specialist to join our Customer Success team Thursday through Monday.

Our Customer Success team is about much more than just responding to customer issues. We strive to understand how our customers find value, how they use our product, and where they struggle -- then make that knowledge count by utilizing it to make our product and their experience with Knack amazing.

As a Weekend Support Specialist, a big part of your role is to cover support on Saturdays and Sundays while the rest of the team is offline. We're looking for someone who is self-motivated, independent, and calm under pressure to help make sure that Knack keeps running smoothly.

Knack is and has always been a 100% remote company. We started as a remote company so we know what it takes to ensure the success of a distributed team. TLDR: that essentially means that each member of the team has a huge amount of autonomy and ownership to define their work and impact.

We also emphasize the journey over the destination. We're looking for applicants that are opinionated about what matters to them and want to join a fun, passionate, close-knit crew of high-quality human beings that, above all, enjoy working together. Hopefully, that's you!

In this role, you will:

  • Guide customers through learning to use Knack and help them with troubleshooting issues through email and our in-app messenger.
  • Handle weekend emergencies and urgent issues by assisting on-call team members with information gathering and troubleshooting while keeping impacted customers updated on the issue and its resolution.
  • Speed up the resolution of issues by gathering information, reproducing issues, and recognizing patterns so we’re ready to tackle them as soon as the team is back online.
  • Improve our product by gathering customer feedback and, over time, recognizing patterns and areas where customers are struggling.
  • Advocate for our customers and work with our product team to help them understand what changes should be prioritized.
  • Help improve our knowledge base and other support materials by recommending updates to existing content and making suggestions for new support content.
  • Contribute to our internal support team resources, including writing canned responses, adding to our internal knowledge base, and making suggestions for improving processes.
  • Be the face of the company. Our customers interact with our Success team more than any other team in our company. When our customers think of Knack, they will think of the experiences they have with you.

Experience

We’re looking for someone who is:

  • Patient, empathetic, and enjoys working with customers. You don't just want to resolve an issue. You get a kick out of making a customer's day better and putting them at ease.
  • Experienced in customer support. You've been in the trenches and understand both the incredible value that customer support provides and the work that it takes to give customers a great experience.
  • Comfortable working independently and finding answers without always having the option to ask someone. You’ll be the only person working on Saturday and Sunday, so you’ll be on your own two out of the five days you work (for now - we’re hoping to hire more than one Weekend Support Specialist).
  • Comfortable with complexity. Knack is a big product that can deliver real value in multiple ways, sometimes with creative approaches. You aren’t afraid to dig deep into a big technical product.
  • Excellent at written communication. You can break down complex topics into easy-to-follow guidance while being friendly and professional.
  • Experienced in fast-paced, high stress situations. Being alone two days a week means handling an occasional emergency. You can see to the heart of the issue and get resolution quickly while helping ease the customer's concerns.
  • Hungry for meaningful work, and space to do it. Knack is a complex product in a complex space and the work is extremely challenging - but also deeply rewarding. Knack makes a major impact in the work of thousands of companies and organizations.

Salary and Perks

Perks

The biggest benefit of Knack is getting to alongside our awesome team of Knackleheads. We're a funny, humble, talented team of delightful human beings that, above all, enjoy working with each other, growing with each other, and supporting each other.

These benefits aren't that bad either, though:

  • Define your work: find the location, environment, and schedule that is best for your life and work. It's not about separation, it's about optimization. Our only rule is an overlap zone of 11am to 4pm EST.
  • Unlimited Vacation: take the time you need to stay motivated, charged, and balanced. You'll get required days off for birthdays and knackiversaries.
  • Corporate Retreats: we get together twice a year at amazing locations to do normal human being things in person. We pay for your flight, lodging, and meals.
  • Equal opportunity: we push everyone to maximize their impact on our product and company--we strongly value all of our people, regardless of title or seniority.

We are also passionate about learning and professional development. We provide multiple learning opportunities and encourage each other to continuously learn and grow:

  • Long-term growth and learning plans, with regular check-ins to help you level up on what's important to you.
  • Have executive-level visibility into how the company is run and performing, including revenue.
  • Use an annual allowance to stay on top of your game with training, classes, conferences, and workshops.


About Knack

Knack launched in 2012 with one simple goal: to enable everyone to do amazing things with their data.

Knack makes it easy for anyone to build applications and workflows to make their data useful. Our customers use Knack to run their processes, departments, or even their entire companies.

We've been growing steadily since as we've built our team, perfected our product, and nailed our product-market fit.

So how are we different?

  • We're bootstrapped: we've had to build something our customers actually pay for. This changes how you do things.
  • We're 100% remote: and have been from the beginning. Every decision we've made has been based on optimizing our remote operations.
  • We take culture seriously: We’re not one of those companies that just slaps some cultural adjectives down in a handbook article then calls it a day. We use our cultural values as our north stars and even have an always active culture committee that is dedicated to ensuring that our culture is maintained and evolves as we grow.
  • We're all a little weird: and we like it that way. We're more than just chat avatars; we've all gotten to know each other, have grown together, and love working with each other.
  • We enjoy the journey: we're in this for the long haul. We're not chasing an exit or the next round of funding. We're building something we're proud of and want to keep improving on.

Knack launched in 2012 with one simple goal: to enable everyone to do amazing things with their data.

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