Part-Time Technical Customer Support Specialist

Datapeople helps recruiting teams make more thoughtful and accurate decisions about their recruiting process, from the job posts they write to the data they report on. We know that small changes can have big impacts and while we're very happy to serve some of the most forward-thinking talent teams on the planet including Twitch, BuzzFeed, and Oscar Health, at the heart of our mission is an absolute love for candidates and empathy for the challenges they face when trying to get a job.

As an expert in our product and our users' workflows, you will provide our customers support both in terms of live chat and written/visual documentation. As the main point of contact for our customer support chat, you will be in a unique position to recognize themes where documentation and/or training is lacking for our customers. You will also provide valuable insights to our Product and Engineering teams based on support themes. You will also work directly with customers to help them integrate their ATS.

You will report to the Director, Customer Enablement & Support and work remote. You will work part-time Monday-Thursday in the US East Coast time zone for up to 32 hours/week.

You will:

• Produce technical product documentation both as customer support articles as well as internal documentation
• Maintain metrics on customer engagement and account health to enhance customer success processes
• Troubleshoot and resolve customer issues by working with internal partners and communicating results to customers
• Direct customers to instructional materials to help resolve confusion on our product or processes
• Manage triage and closure of tickets needing attention/fixes from other teams (e.g., engineering)
• Project manage customers technical integrations and SSO setup
• Perform daily QA checks on language guidance and general application function for our customers

You have:

• Experience writing technical product documentation and videos
• Experience with Applicant Tracking Systems/HR Tech
• Basic working knowledge of HTML and JavaScript
• Experience documenting and conducting product QA
• 2+ years of SaaS customer-facing support experience
• Experience with understanding and reading SQL databases

Our benefits:

• Flexible PTO policy
• Comprehensive healthcare plans
• 401k retirement plan
• Remote-friendly team and open to more flexible work arrangements
• Commuter benefits

We come to work every day with the mission of making opportunities more accessible and the recruiting process fairer for candidates. We're a remote-first company with linguists, engineers, and scientists working all across the United States. For candidates residing within the United States, the anticipated hourly range for this position is $24 - $32/hour. Actual compensation is determined by many factors including candidate experience and skills; location/market; and business needs.

We care deeply about fairness (it's our mission) so you can be ensured that your application will never be judged based on your religious belief, age, color, race, creed, marital status, gender, sexual orientation, political affiliation, ethnic origin, family status or disability.