Customer Support Associate Jobs

Our team is built on a core set of shared values. We believe in…

… making a positive impact on the world

We maintain and improve the most reliable, secure, and scalable mobile data collection platform for researchers and professionals working in in-person settings. Through our platform, SurveyCTO, we promote better research and analysis in the world by providing affordable, reliable technology that anyone can use. You can see other examples of organizations we work with on our website.

… meeting each team member where they are, including

• Geographically: we have been a fully remote team from day one, so we have a decade of experience collaborating with colleagues and supporting users across time zones and cultures
• Philanthropically: paid time off for volunteering and company-matched donations to charitable organizations
• Professionally: we understand that every professional journey is different. We strive to be not only a great place to work, but a great place to have worked; many of our alumni continue to support our mission as mentors, advisors, and consultants
• Personally: we value diversity and inclusion, and we embrace flexibility in working schedules and styles

… investing in each other’s growth and our own

Dobility gives each team member a budget to be used for anything from certifications and classes to paying for books or other learning content. We have worked with a wide range of experienced and talented coaches to mentor team members as they take on new roles and responsibilities.

… maintaining our autonomy as an organization

We are founder-owned and bootstrapped, funding our operations entirely through SurveyCTO revenue. We don’t build vaporware to impress investors and our success isn’t dependent on selling features or capabilities that don’t exist. We are free to focus on meeting the needs of our users and our team.

… respecting each other and enjoying the time we spend together

We believe in the work that we do, and we also want to enjoy ourselves while we do it!

If these values resonate with you, we want to meet you! Please submit an application and tell us more about yourself!

PLEASE CONSIDER: Research shows that men apply for jobs when they meet an average of 60% of the criteria, yet women and other marginalized groups often apply only if they meet every single requirement. If you believe that you could excel in a role but don’t meet all of the criteria, please apply anyway. In a cover letter, tell us about yourself and what you bring to the table. We’d love to explore whether you could be a great fit.

Job Overview

We are looking for a passionate, entrepreneurial individual to join our customer success team and support our users throughout their learning and usage of SurveyCTO - a data collection platform used by thousands of teams across 165 countries.

At Dobility, customer support is so much more than software support. Our support team is a crucial partner in the successful launch of projects and adherence to good form design practice that makes data quality monitoring and analysis easier for our clients. We provide advice that our users rely upon.

As a Customer Support Associate at Dobility, the role will start with building deep knowledge of our platform, our users, and how SurveyCTO fits into different use cases. Over time, the role will focus more on researching, identifying, and implementing projects that promote users' success.

This position offers the opportunity to become an expert in all things related to SurveyCTO, enabling user retention, while becoming a store of product knowledge for the benefit of the company. It also offers the opportunity to retain and grow our global user base, increase our impact around the world, and make a real difference.

While rewarding in their own right, customer research advisor roles are also a potential stepping stone toward other roles in the company which all depend on advanced levels of knowledge of the product and product use cases.

Requirements

• Strong writer and communicator in English
• Detail-oriented (e.g., cares that ‘complement’ and ‘compliment’ are different things; and notices that ‘$ {fieldname}’ has a space between the dollar sign and the curly bracket)
• Fast learner, able to independently problem-solve
• 0-1 years of work experience
• Strong analytical skills is a plus
• Passionate about improving the world through one’s work
• Preference for working in a fast-paced start-up environment
• Must be located in the U.S., Canada, Latin America, or the Caribbean i.e. should be able to work U.S. business hours

SECOND LANGUAGE ENGLISH SPEAKERS: Please note that if your English speaking and writing capabilities are advanced but not perfect, your application will still be considered.

Preferred Qualifications

• Has an interest/experience in web development (useful for extending SurveyCTO)
• Knowledge of the field research and international development spaces
• Experience with training is a plus
• A SaaS background
• Strong experience using SurveyCTO, Open Data Kit, or similar platforms for collecting data offline, preferably in a developing-country context, is highly advantageous

Please note, we do not offer visa sponsorships.

Benefits

• Paid time off for volunteering
• Company-matched donations to charitable organizations
• Healthcare insurance (US only)
• Salary in US Dollars
• Generous PTO
• A 401(k) match (US only)
• Fully remote / work from home