Support Hero (Americas)

  • Contract: Full-time

Job Description

Note: Although this is a remote position, we are currently only considering candidates in timezones within the Americas and willing to work EST hours.

Hotjar’s team is on the hunt for a support hero to join us in providing world-class technical help and assistance to the growing user base of our SaaS product. We take support seriously here, and our Hero team is dedicated to going above and beyond for our users day in and day out. Support is not just something we do, it's who we are!

As a Hotjar Hero, you will take care of hundreds of Hotjar users every week to ensure they get the reactive support they need to be successful using our product. You’ll also be dedicated to delivering top notch self-service, as we invest a lot in documentation, content and defining changes to continuously improve the overall customer experience. Due to the technical nature of our product, you should have a good understanding of how websites work. This includes being able to troubleshoot minor HTML and CSS issues in web browser-based developer tools.

As a Hotjar Hero, you will also:

  • Be on the front line interacting with our customers through Zendesk.
  • Consistently deliver world-class support with empathy and understanding.
  • Accurately identify, analyze, and resolve technical and non-technical issues in a timely manner.
  • Thrive on problem-solving - with a huge range of customers using a complex product, it’s a crucial part of the job.
  • Work on projects related to improving our support, processes, and self-service.
  • Regularly interact with other departments including Product, Legal, Marketing and Customer Success.
  • Represent the support team at a company level during weekly team meetings.

Skill Requirements

  • Fluency in English, with flawless writing skills. If you also speak other languages, tell us! Portuguese, German, French, Spanish, and Japanese will be considered assets.
  • Previous experience troubleshooting HTML & CSS (JavaScript is a plus), like putting together websites and using web-based developer tools to locate bugs.
  • Naturally empathetic and able to communicate in a way that empowers and never belittles.
  • A preference for working in a strongly team focused and collaborative environment.
  • Comfortable taking initiative and making decisions independent of others.
  • Flexible and adaptable in a fast workplace environment.
  • Desire to work in a caring, transparent, and giving work environment, in line with Hotjar’s company values, culture and ways of working.
  • Must submit to a background check confidentially processed by our third party.

About the Company

Hotjar is a rapidly growing startup which gives thousands of website owners, teams and professionals the tools needed to discover how their visitors are really using their sites. This is an excellent remote career opportunity in a key position in a fast growing startup that is actually making a difference in the marketing community and industry.

How to apply

Apply for this job online using the following link.

External Link »