Hi 👋
Great that you are here! This job posting is all about the specific role that you could take at tl;dv. Because company culture is extremely important for us, please also have a look at our tl;dv Culture & Careers page⚡️🌈 🌐
👉 https://www.notion.so/tldv/Come-work-at-tl-dv-8da9921dfaaa40d68450790a09d81efe
We love to be different. To get an idea of the brand that we are building, check out our Product Hunt launch. Jack Nicholson will share with you how he thinks about meetings 😻
👉 https://bit.ly/tldv-launch-video
If you then like what you read - shoot over your application! We're looking for highly motivated team players to join our hungry squad.
Now to Customer Support at tl;dv
Customer care is one of the most important things a company must get right. Our goal is not only to grow our user base, but also to:
* Deliver genuine, thoughtful support
* Help our customers feel heard, even when we can't fix everything
* Approach conversations with intellectual honesty, clarity and empathy - not blind optimism
* Extract insights and sentiment from real customer interactions, and find effective ways to communicate them to help our product-led growth engine stay aligned with real user needs
* And every now and then, when the stars align, turn a regular support chat into a moment that makes someone a raving fan ✨
Your role will be more than “just” support. We are looking for a person with the heart of a customer hero and the mind of a product specialist. You will play a vital role in improving the core product of tl;dv according to our customer needs.
This role is for someone who is truly passionate about Customer Support and Customer Experience, who wants to grow within the area over the course of the next years 🚀 As we build and scale, we need someone who's excited to help us shape the department, from processes to culture, all while keeping a good dose of humor and plenty of resilience for the day-to-day challenges.
You'll be working closely with our Support Lead Sue and our co-founder Carlo to:
* Effectively resolve customer questions through all of our channels (mostly Intercom chats, and email) in a considerate and timely manner
* Source, and consolidate insights from customer feedback and distill them for the rest of the company
* Create and maintain internal knowledge libraries and contribute to the creation of user-facing content (FAQs, how-to, and getting-started guides)
* Anticipate customer needs and problems before they surface; develop deep customer intuition to empower tl;dv customers to achieve their goals
* Guide self-serve purchases for individuals and teams from start to finish
Who you are
🌱 Your communication is clear, concise, and kind - both in writing and on calls.
🌱 You have excellent written and spoken English and like to over-communicate (with both customers and the team).
🌱 Provide excellent support and have at least 2 years of experience in SaaS B2C/B2B
🌱 Problem-solving excites you! You dig in to learn the “why” behind the “what.” You thrive in technically complex or nuanced situations.
🌱 You thrive under pressure. Volume can be high and days can get hectic, as our inbox is intense, but you know how to stay grounded, focused, and kind through it all.
🌱 You’re proactive - when you see opportunities to improve processes, produce content or otherwise become more efficient, you take them!
Bonus points if you...
Speak multiple languages (English required; German, Spanish, Portuguese or French a big plus)!
Are tech-savvy, with experience in scripting, coding or complex technical troubleshooting.
Are self-motivated and independent, can manage your own time well and thrive in a fully remote, async setup.
🌟 Can share an example where your work directly improved the customer experience or support operations.
The Opportunity
You will heavily impact how tl;dv scales globally. Customer Support is only the start! We're looking to offer our Support team much wider opportunities within tl;dv.
Ready to become the Voice of Customer / Customer advocate at tl;dv?
Our Offer
We offer a mix of Phantom Stock (0.1 - 0.2%) and competitive compensation for you. The rates are depending on your level of experience, but also the added value brought to the team! We like to focus on your trajectory, not your state. We believe that anyone with the right mindset and motivation can win against Goliath. As a consequence, were looking to promote from within.
To learn more about our culture and how we work as a team, check out our Culture & Careers Page!
👉 https://www.notion.so/tldv/Come-work-at-tl-dv-8da9921dfaaa40d68450790a09d81efe
Showing in your application that you've read our Notion page, will highly increase our likelihood to respond fast.
Send an E-Mail to team@tldv.io with more info about you why you're interested in joining the squad.
We really can't wait to hear from you! ✨