We’re looking for two more people to join our customer service team. This time we’re looking for people who live in the Chicagoland area.
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, updating and improving the articles in our help section, writing tutorials and how-tos. 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 challenge.
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. Starting salary is $45,000 with a review in a year. You must live in the Chicagoland area.
Email everything to [email protected]. 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.
Jake
on 18 Jan 11The phrase “Chicagoland area” is a pet peeve of mine. It’s either “Chicago area” or “Chicagoland.” Otherwise it’s redundant ;-)
condor
on 18 Jan 11guys, this is the first 37s job notice I’ve read that sounds . . . corporate.
*gulp. i just got chills.
Merle
on 18 Jan 11“Chicagoland area” is local venacular. Been said that way forever. What I really hate is “Attorneys General”.
Anonymous
on 19 Jan 11Were you guys trolling us with Rework, or are you just getting too big and corporate to be cool anymore?
Walt
on 19 Jan 11I thought this was the ultimate global distributed company where everyone could (and should!) work from home.
Just like printed books were an old school idea, downloadable PDFs on demand were the smart way to publish and maximize profits. Oh wait, you dumped that idea too.
Jesus, what has happened to you guys?
Ian
on 19 Jan 1137signals corporation. Whats happend to product quality? Why you need so many people on customer support when your products are so simple to use?
Anonymous Coward
on 19 Jan 1145k in Chicago?!? Cheap!
munt
on 19 Jan 11@Ian
We’ll also be exploring phone support and in-person training shortly, so that should be something you’d like to do as well.
^
I have a feeling they are hiring two more people to ease the load of adding phone support and in-person training…
DHH
on 19 Jan 11Love me some good trolls in the morning, so let me indulge.
Ian, support is the one area of the business where growth is near linear to customer growth. If it takes X people to support Y customers, then it’ll generally take 2X people to support 2Y customers.
Walt, we have people in 10+ cities around the world. I’m writing this from California. Works great. Support is more training intensive (usually takes people 3-4 months to get completely up to speed) and we’ve found that training is much easier in person. Thus the requirement here for support.
Munt, that too. We want to move support beyond just answering emails all day.
Patrice
on 19 Jan 11What’s NOT to LOVE about 37signals !? You can learn a lot, and 37signals has a lot to offer. You would have to be a complete idiot NOT to take advantage of the 401K. Who wouldn’t want to walk DAILY into that Gorgeous office suite , that resembles a Chic condo. It’s the kind of company you would be proud to work for, and eagerly give them YOUR best as an employee. Their perspective on work, and their practical way of explaining tech stuff make them very appealing.
Scott
on 20 Jan 11You forgot to mention perks such as $4,000 chef knives.
Steve R.
on 22 Jan 11Props to 37signals – you are the first and only job poster to not only provide full details of the position, onboarding process, etc., but to post salary expectations. For whatever reason, discussing filthy lucre is verboten in corporate America. The fact that y’all have the stones to post what you will pay speaks volumes, even for those of us not familiar with you otherwise. Good hunting!
David O.
on 22 Jan 11support is the one area of the business where growth is near linear to customer growth.
David O.
on 22 Jan 11comment was cut off….
Their software has not changed much so it couldn’t be that current costumers no longer know how to use it. So I was thinking 37signals’ customer base is growing pretty fast, which is why they are hiring new customers service rep.
Is there a correlation with the new packaged offering and growth ? or it could also be the tough economy, companies looking to save money by collaborating online instead of using a rented or lease office.
This discussion is closed.