We’re looking for a fourth person to join our customer service team. You’ll join Sarah, Michael, and Jason in making our customers as happy as possible. Sarah, Michael, and Jason are great at what they do — you’ll be joining a top shelf team.
You’ll provide “it was so good they couldn’t stop talking about it” customer service via email for Basecamp, Highrise, Backpack, and Campfire. You’ll also be responsible for chiming in on 37signals Answers and updating and improving the articles in our help section. We’ll also be exploring phone support and in-person training shortly, so that should be something you’d like to do as well.
You’ll be expected to answer about 75 emails per day once you’re fully up to speed (2-3 months on-ramp). This is a significant volume, so be sure that you’re ready and able to deal with that kind of load day after day.
We’re looking for someone who loves to help others, someone who can keep smiling even when dealing with tough customers (empathy is important), and someone who has a passion for our products and company. You should enjoy the process of making an anxious customer a happy customer.
In addition, you have to be an excellent writer who enjoys writing. Our customers love when we get back to them within 10 minutes with a clear, concise, and friendly answer. Great writing is key.
How to apply
Please submit a cover letter explaining:
- Why you want to work in customer support.
- Why you want to work at 37signals and not somewhere else.
- A description of a great customer service/support experience you had recently, and what made it great.
Also, attach the following writing samples:
- Explain in 3 paragraphs or less why a customer would pick Basecamp vs Highrise.
- Respond to a customer asking for Gantt charts in Basecamp that it’s not something we offer, but suggest using the Milestone section instead.
- A company using our job board failed to find to find a suitable candidate and wants a refund. Respond that we don’t offer refunds for job postings.
We offer health-care coverage, a 401K with a generous match, a Flexible Spending Account, plus a progressive work environment. We’d prefer someone in Chicago, but we’re open to hiring the best person no matter where they live.
Email everything to email@example.com. Include “Customer Support” in the subject line. If you’re attaching a resume, please send it as a PDF. Note: We look favorably on people who get creative with their applications.
We look forward to hearing from you.
Tyler Singletaryon 19 Oct 10
I will definitely give this a second attempt. Even if I didn’t get a response last time, writing the letter to you was a pleasure, and I look forward to catching your attention this time.
Jonon 19 Oct 10
Count me in. I tried last time too.
Ian Siegelon 20 Oct 10
May I (humbly) suggest that this would be easier for you to manage if you had them post through ZipRecruiter. You could put these three questions into an online interview that all applicants complete:1. Why you want to work in customer support. 2. Why you want to work at 37signals and not somewhere else. 3. A description of a great customer service/support experience you had recently, and what made it great.
You can toggle between the candidates answers and resume in the browser. We built the service to do exactly this kind of vetting process.
David O.on 20 Oct 10
@Ian Siegel Interesting suggestion but their current method of managing and evaluating applicants works well. Moreover I don’t think they want to close the door to creative responses.
lorenon 21 Oct 10
“If you’re attaching a resume….” This line just made my day. An innovative company that knows exactly what its looking for and can see past the bullshit and fluff that is a resume (99% of the time).
One more reason to love 37signals! Keep up the great work guys :)
TSon 21 Oct 10
The only reason I attached a resume (or used a web resume) is as a shorthand for focusing the e-mail on the questions at hand, and not to waste paragraphs talking up my experience at such and such company for so many years. But I really appreciated it.
I’m sure my format wasn’t ‘creative’, but I was aiming for speed of response over grand presentation.
This discussion is closed.