Job Board/Customer Support at Big Cartel



Photo of Big Cartel

Big Cartel
emoji of a pushpinRemote (U.S. only)We equitably pay everyone in the top 5% of the U.S. Mountain region, based on market data from the Radford Global Technology Survey. Entry-level salary for customer support begins at approximately $58,000 annually.
emoji of a woman of coloremoji of a manemoji of a person of coloremoji of a woman 36 total on the teamemoji of a woman of coloremoji of a woman 18 women

The Support team at Big Cartel is looking for someone who loves helping and teaching people. Our day-to-day includes communicating with customers via email and in-app messenger. We handle all kinds of questions, from troubleshooting technical issues to addressing the ins and outs of running a business online.

We also write and maintain our help site, create walkthrough videos and deliver live webinars, provide QA (quality assurance) on new features, and work on individual and team projects that use our skills to help our users in new ways. So be sure to let us know what your skills and talents are!

In addition to supporting our customers, we also help to shape decisions surrounding Big Cartel's features and initiatives. We're proud of our holistic approach, and rely on feedback and ideas from teammates across the company to ensure that we're building the best platform we can for artists.

This is a full-time and salaried position that includes great benefits like paid family leave, health, dental, vision, and life insurance, plus a 401(k) and a generous PTO policy (we encourage you to take a minimum 4 weeks off per year!). You can work remotely from anywhere in the United States. (No international option right now, sorry!)

We also feel it’s important to point out the obvious here: there’s a serious lack of diversity in our industry and it really bugs us. That’s why we’re doing everything our small company can do to change that. From personal, considerate hiring to a solid stack of benefits, we're building a company whose culture promotes acceptance and embraces how rewarding it is to work for artists of all types all over the world.

WHAT A TYPICAL DAY MIGHT LOOK LIKE

After grabbing your morning coffee/tea you'll sign in to our company Slack and Basecamp to catch up on any new goings-on. A thread started by a member of the Product team asking for thoughts on designs for an upcoming tax settings feature catches your eye, and you make a note to circle back with your own two cents once you've helped out in the support queue.

You load up Intercom in your browser and respond to any reopened conversations you might have from customers you chatted with the day before. You're stoked to see that the quick screen recording you sent to a particularly confused customer has done the trick, and fire back a celebratory gif.

After handling more of the many cases that come through the bustling morning queue, occasionally stopping to ask or answer a question in Slack to get help from another member of the team or a team lead, you take a break to walk your dog, get a yoga fix, or zone out for a sec to a particularly 🔥 curated playlist that just got dropped in the Big Cartel #music-nerds Slack channel.

Back to the queue - you're emailing back and forth with a customer who may have uncovered a minor bug, but you're not totally sure, so you enlist in help from dedicated Support Devs who do a deeper dive on the issue.

You've got a calendar alert reminding you of a brief call with your teammates from the Education Track (there are three tracks on the Support Team - Customer Experience, Technical, and Education), and you catch up with them on the latest priorities for upcoming "short take" walkthrough videos and plans for the next big live class on onboarding new customers. You're looking forward to leading one next month and have been learning the ropes from two of the Support team Leads, Lauren and Karen.

By now, you've been at it for several hours and it's time for a proper lunch break. After your meal at your favorite spot in town, you hop on a video call with Rachel, your Support team director, for your regularly scheduled one-on-one. You talk about some customer pain points you've been seeing come up over the past couple of weeks that you'd like to get on the leadership team's radar, and spend time catching up on your progress, goals, and life in general.

After popping back in to Intercom to wrap up lingering conversations and answer a few remaining in the afternoon queue, you head back over to Basecamp to give your feedback on those tax feature mock-ups you spotted earlier in the day. Even though you're not on the Product team you know your voice is valued in helping build the best product possible, and can see that several folks from your own team, Community, and Product have been excitedly weighing in on it throughout the day, too.

You close your laptop at the end of the day satisfied in knowing you've sharpened more of your skills and personally helped out tons of artists and creatives, your teammates, and the company as a whole. Pretty great gig!

REQUIREMENTS

While we definitely want your sharp skills, we’re specifically looking for a great teammate who values creativity, respect, teamwork, and an honest desire to support artists over an impeccable resumé. We value clear communication and great writing, enthusiastic collaboration, and a healthy sense of curiosity and motivation to solve problems. So please don’t hesitate to apply - we’re excited to hear from you.

While Big Cartel is primarily remote, our headquarters is based in Salt Lake City, Utah. A few times a year, we fly folks out for team or company meetups, but we are flexible about accommodating individual travel needs and scheduling for any in-person events.

*Not required, but bonus points if you’ve got past experience working in online customer support and/or working remotely, and can work at least one weekend day (Saturday or Sunday) or during some weekday evenings. We'll work with the right candidate to find a schedule that fits!

What is your Interview process like?

Initial application > Video interview > Written sample evaluation > Interview with additional members of our team

What efforts are you making in terms of increasing diversity & inclusion within your company?

We support diversity and inclusion in our core values and do not discriminate against qualified employees or applicants because of race, color, religion, gender identity and expression, sex, sexual identity/orientation, pregnancy, national origin, ancestry, citizenship, age, marital status, disability, medical condition, military status, marital status, religion (or lack thereof), and body size. We also reiterate this in our company's code of conduct. We make it our mission to hire, support and promote people who may be marginalized in broader society, and pass the mic to artists in our community who deserve to be heard. 50% of our company's Leadership team is comprised of women. We're committed to listening, learning and growing with our team, and believe that company culture is not about conformity, but about sharing values among a diverse range of employees who bring unique perspectives, backgrounds and experiences to the table. We are also proud to make public statements regarding where we stand as an inclusive platform for artists: https://blog.bigcartel.com/where-big-cartel-stands
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