We’re looking for one or two more folks to join our support team. Specifically, we’re after some great people in the UK time zone (or close to it) to cover business hours in that part of the world. Launching the all-new Basecamp got a lot of people excited and we want to expand our team to cover business hours in more time zones.
You’ll be responsible for providing tremendous customer service via email for Basecamp, Basecamp Classic, Highrise, Backpack, and Campfire. You’ll also help us answer questions via Twitter, create and edit help documentation, and maybe run some online classes.
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 daily load.
We’re looking for some great writers who love helping our customers, so you should enjoy making complicated situations simple and painless and have a passion for our products.
If you live in the UK (or thereabouts) and want to join Ann, Chase, Emily, Kristin, Merissa, Michael and me in making our customers happy, please apply!
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 project categories in Basecamp that it’s not something we offer, and suggest she work with the project titles and stars to add organization.
- 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 heaps of lovely benefits, plus a progressive work environment. Starting salary is $45k USD, depending on experience.
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!
Sleep is a crutch
on 27 Apr 12What if you live in the US, but don’t mind having a UK based schedule?
Every Quirky Respondent
on 27 Apr 12Hi! My name is XXX and I am powered by COFFEE and a LOVE of CUSTOMER SUPPORT! I make HELPING PEOPLE my PASSION etc. etc. etc.
Rick
on 28 Apr 12Has anyone else noticed that 37signals Support organization has gotten HUGE.
They must have a lot of product related problems.
Matt Bauer
on 28 Apr 12Rick, having used their products for several years I think it is more likely that they have a lot of customers. :)
Irene Peña
on 29 Apr 12Maybe you need someone who speaks spanish from Spain? :) Maybe part-time?
GalimbertiG
on 02 May 12The unexpected benefits of “NEXT MORNING ANSWER”.
We are a 40 people company based in Europe (Milan) and we deployed Basecamp New and Highrise in a group of 20. It tooks only some weeks and has gone exceptionally smooth.
I think it was due first of course to 37 Signals software philosophy, and a bit also to my saying to the group: - “If you are looking for a feature and it seems to miss, probably there is an easier way to do it with the existing features or likely you do not need it” - “37 Signals support is really good, post the request today and tomorrow morning you’ll find the answer”
It means that if somebody had some doubt, they waited till evening before posting, so to ask just for real doubts. Total questions have been less than 10. If there was European time support people would have posted much more and would have waited for the answer before acting. Having an exact time for the answer permit people to better organize.
Sorry, but I have a strong feeling that without “next morning answer”, our deployment would have been longer and more expensive.
Bertrand
on 02 May 12Is there a deadline for sending in the applications? :)
This discussion is closed.