VP of Support

Telecommute · Atlanta, Georgia, United States · Support

Description

Hi there!

We're looking for a VP of Support. If you think helping our team provide a world class customer support function will define the future of the web, read on…

We know applying for and taking on a new a job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. We hope you'll take the leap of faith and apply.

Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

Even though our job description may seem like we're looking for a specific candidate, the role inevitably ends up tailored to the person who applies and joins. Regardless of how well you feel you fit our description, we encourage you to apply if you meet these criteria:


You care deeply about helping millions of people learn to be more productive at work through tools like Zapier and you're eager to nurture and effective team to reach that goal.

Requirements

About You


Things You Might Do


Zapier is a fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:


As part of our All Hands Support initiative, help customers have the best experience with Zapier as possible.

Benefits

About Zapier

For the past six years, Zapier has been helping people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

We believe that with the right tools, you can have big impact with less hassle.

We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.


About Zapier Support

Zapier allows users to connect over 1000 apps together in an incalculable number of combinations, and the support team helps those users be successful for any of those combinations. We do support exclusively via email, with Help Scout as our helpdesk of choice and a bevy of custom internal tools to make troubleshooting easier. As of 5/1/18 the team is 45 people, 8 managers and 37 individual contributors, and we had 100% retention in 2017.


The Support team also contributes to other areas aside from helping users directly. Support owns Zapier's user-facing [help documentation](https://zapier.com/help), keeping it up to date and adding new docs where they would make an impact. Support's training arm not only helps ensure new hires get up to speed, but runs our All Hands Support program to ensure new hires outside of Support get trained up on the product. We also have a group of people who assist our Platform team in making the apps on Zapier more successful (via UX reviews and similar application of our domain expertise) and there are support teammates that embed on product teams to serve as a conduit between Support and the work those teams are doing to make Zapier better.


The Whole Package

Location: Planet Earth.

If you want to work remote, that's great. If you want to work near others, that's cool too. Our team of 100+ is distributed because it lets us work with the best people. You don't have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

Compensation:

*While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to US-based employees.


How To Apply

We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate.

After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us


Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.


Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

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