Basecamp is looking for two Support Representatives to join our team in providing the best customer support around.
About the Job
You’ll be responsible for providing tremendous customer service and support via email for all versions of Basecamp and our other apps. You’ll help us answer questions via Twitter, make some customer calls, create and edit help documentation, run personalized demos, and teach some online classes. You’ll also have ample opportunities to carve out your own passion projects related to supporting our customers.
Deep technical knowledge of computer programming is not a prerequisite, however you should be well-versed in basic troubleshooting techniques to solve issues caused by most Internet Gremlins. The ability to think beyond clearing cache and cookies in order to troubleshoot the specific issue that’s reported is essential.
During training, you’ll be expected to be proactive in your process and learn quickly. Once fully up-to-speed (2-3 months), you’ll write about 100 emails per day. This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load — you’ll get all the support and guidance you need along the way!
About You
We’re looking for some great writers who love helping people, so you should enjoy making complicated situations simple and painless. This means being a great problem-solver with the ability to process and resolve issues quickly. You should be a stellar communicator, even when you have to communicate less-than-stellar news. You should have highly tuned senses of compassion and empathy and a drive to constantly help others.
We have a rhythm to our work and a low turnover rate — more than half of the team has been at Basecamp for over five years. But, your voice matters to us. We make change from fresh perspectives and appreciate new viewpoints, so you should feel comfortable speaking up about your values.
You love supporting people. This isn’t a springboard into another area at Basecamp. You want to be part of our support team for a while, and you’re excited to contribute to making Basecamp the best product for our customers.
A big part of the role itself is supporting each other, so you should understand the value in prioritizing relationships with your colleagues.
We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. Basecamp is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.
About Our Pay and Benefits
Our pay is within the top 10% of the industry, for the matched role and experience, based on San Francisco rates. We also believe in fair, living wages at Basecamp no matter where you live. For a Junior Customer Support Representative, this starts at $70,000.
Our benefits are all aimed at supporting a life well lived away from work. None are about trapping people at the office or cajoling them into endless overtime. Just the opposite. We’re all about reasonable working hours, ample vacation time, summer hours, fitness, wellness, food, education, and charity. See the full list.
If you want to join Ashley, Chase, Chris, Elizabeth, Jabari, James, Jayne, Jim, Joan, Kristin, Lexi, Merissa, Shanae, Sylvia, and Tony in making our customers happy, please apply!
How to Apply
Introduce yourself to us as a colleague. Show us your future here! We value great writers, so be yourself, be creative, and take your time with the application. There’s no prize for being the first to submit! Stock cover letters won’t do. Tell us why you want this job. Tell us about:
- why you want to work in customer support.
- why you want to work at Basecamp and not somewhere else.
- a description of a great customer service/support experience you had recently, and what made it great.
- a time you taught yourself a new skill to complete a job or project.
- a guide to making your favorite meal.
Then, pick three of the customer questions below and answer them like you would if you worked here (hint: at this point, we value tone and style over correctness):
- Does Basecamp 3 offer time tracking?
- Can I create recurring events in the Basecamp calendar? What about recurring todo items?
- Do you offer 2fa for signing in?
- How do I work with clients in Basecamp 3?
Click here to apply. We’re accepting applications for this position until July 5. We’ll let you know that we’ve received your application. After that, you probably shouldn’t expect to hear back from us until after the application deadline has passed. We want to give everyone a fair chance to apply and be evaluated.
We’re seeking fluent English speakers/writers to work with us to answer customer inquiries via email and phone during these hours:
- Monday through Friday 9am-6pm CST
- Tuesday-Saturday 10am-7pm CST
We’re a remote company, so your location isn’t as important as your fit to the role. That said, we do prefer that your daytime hours coincide with your working hours so as to avoid night shift burnout. Don’t forget to tell us where you’re located!
We look forward to hearing from you!
It’s exciting to read a Basecamp job description and feel the lightbulbs going off of “Man, I’d be a great fit for this.” Customer Support is a unique and pluralistic skill and deserves to be a long-term career path. It’s refreshing to see this reflected so thoughtfully in the handbook.
I’m in the wrong hemisphere for these shift requirements but if there’s ever a support opening suitable for GMT+10, I am so ready.
Hi, are the hours listed for the role strict? I would like to work more between 7 or 8 am to 4 or 5pm EST Monday through Friday. I am just curious before I waste valuable time of your employees by applying. Time is our most important commodity…the one thing we cannot rewind!
Hi Gayle! Yes, these are strict hours. It’s during these hours that we need more folks to help with customer conversations. Thanks!
Awesome!!
I was waiting for the day I would read a Basecamp job description and feel that I am the perfect fit for it! The time has come!
Hi, do candidates have to be strictly based in CST? I live GMT/GMT+1 timezone and already work evening hours, so that wouldn’t be a problem for me!
No, candidates do not need to be strictly in CST. They must share business hours with the times listed, though. We won’t be hiring for GMT/GMT+1, so please apply when we do hire in GMT.
Thanks for clarifying that, @kristinaards!
If you plan to apply, notice that “until July 5” is an inexact deadline. I suggest submitting your application while it is still July 3 in your time zone. I made the mistake of ignoring this issue while applying for a different job at Basecamp. Basecamp was gracious about my late email, but I’m sure missing the deadline didn’t help my cause.
Of course, maybe successfully navigating an inexact deadline is an unspoken part the process. If that is true, then I failed miserably.
This is truly an amazing opportunity! I saw the job offer late last night and spent a few hours reading the information on GitHub and actually installing your app to see how it works from the inside. After reading the files and info Basecamp looks like a great community to be a part of! I hope I will become a part of it soon.
Hi, Do you accept open applications at the moment?
No, please follow the specific instructions on the job ad to apply.
Oh wow – I googled “best remote customer support job” and this popped up first. I work for a very similar CS team, but we are online retail based. I just tried Basecamp for the first time and now I’m so excited to finish writing up my cover letter so I can get it sent in! 🙂
Hi @kristinaards,
Hope you are doing well?
Would you consider candidates living in CEST timezone?
There’s a bit of a time difference but if converted it isn’t that late.
Thank you!
Kai
Please tell me to whom I should address my salutations to in my cover letter? I much prefer a name rather than the stuffy “To whom it may concern” bit. TIA 😊
After searching for Basecamp positions that I would fit with for 3+ years, I am so excited for this opportunity to apply! I stepped into a project management role last July after spending years in customer service and miss it sorely! Very excited to see that a company of this caliber is hiring at this level, and I look forward to submitting my application!
Does Basecamp “disqualify” a candidate if they feel the candidate is overqualified? For example, if someone has customer service management experience and you’re hiring a customer service rep, is that an automatic out? I know many companies do this if they feel the candidate will be “bored” or unhappy when they’re qualified for leadership instead. Just hoping to keep my name in the running to work with Basecamp!
I’m very excited for the opportunity and potential! Working with Basecamp has been my ideal job for over 5 years. A team culture of being for one another and customer satisfaction focused is the perfect mix for a very successful company. I hope to hear from you soon!
I am so excited for this opportunity with Basecamp! It’s refreshing to see a company committed to doing right by their people and being transparent. I love working in customer support and am elated to see that there’s mobility within your support realm! I look forward to hearing from the Basecamp team!
I submitted my cover letter and resume and did not receive a confirmation email so now I’m worried that it may not have gone through😬
Any update on this?
Trying to submit application. It’s 9:56 PM PST and page saying job not available anymore. Thought deadline was 11:59 PM CST?
Dang, it was down that early? I had just spent a week+ working on it and couldn’t stop tweaking things until right to the deadline and then hit refresh at 23:56 CST to submit, only to see that the form had been taken down earlier than had been specified. It was pretty devastating.
I’m in the same boat as both of you. I emailed customer support my cover letter and resume before the deadline – hopefully they will still consider me as I worked on it for about two weeks. 😬
Judging by the Senior Programmer role ad, I’d say the deadline was 00:00:00 UTC on the given date.
11:59pm CST June 5, per here:
https://twitter.com/basecamp/status/1146848616688041989
I just came upon this opportunity this morning so it is to late to apply,
but I just wanted to Express that Basecamp sounds like an awesome company to grow with.
I am so happy to have submitted my application to Basecamp as it is AH-MAZING product and I know it would be a pleasure to work for! I hope to join Ashley, Chase, Chris, Elizabeth, Jabari, James, Jayne, Jim, Joan, Kristin, Lexi, Merissa, Shanae, Sylvia, and Tony very soon as possible. 🙂
I love making customers happy and adding a spark of brightness and positivity to their day. I hope to hear from you soon so this Charleston girl can bring some southern hospitality and another happy face to the team.
I just saw this, wondering if Basecamp would consider my application through email after the deadline has passed?. Would love to have a chance to submit my application.
Hi kristinaards,
Are you guys still looking for Customer Support role in australian time zone 7pm -4am CST?
Thank you Basecamp for this opportunity. I have been waiting for an opening since January. Excited to hear back. 🙂
I’m really looking forward to hearing back as well! I’ve worked remotely for years and have been wanting to find a company I can grow with. Basecamp sounds amazing and the more I read about Basecamp 3 the more interested I become. After running my own small business for a while I wish I’d known about Basecamp sooner, it would have been so helpful.
Hi kristin, quick question. How does Basecamp hiring process work? for instance if my application is denied, will I receive an email notice? I am more than interested in the customer support position and I feel somewhat uneasy because I can’t contact any recruiter or see what is happening with my application. I wanted to go the extra mile and send an email to the recruiter just to express how interested I am. Honestly I haven’t been sleeping lol worrying about this. Please, if you could be so kind to provide some feedback, I will be forever thankful.
Hey Adianez, I know how you feel. I did notice they stated in their posting for a senior programmer they expected to take around two weeks to review all the applications, so I’d expect something similar to that would be expected for this position as well. Though that’s just speculation.
The wait is especially difficult in this case as this career would quite literally be a life-changing opportunity and the company seems so cool. Best of luck to everyone!
A quick update: We received nearly 2200 applications! It’s bananas! We’re incredibly humbled (and busy!) by the response.
We’re dedicating so much of our time to going through applications, so please do be patient while we narrow things down. We’ll let everyone know as soon as we can, don’t worry!
Thanks to everyone who applied!
That’s amazing! I expected the response would be huge, but that’s wild. You could have quite the Basecamp cookbook there! Have fun!
Those are some serious numbers! Good luck to all 2200.