Humbly Confident Part-Time Chat Support Rep

Anywhere Part-time Allows remote

As YNAB continues to grow, we are looking for friendly, technically-savvy Customer Support Reps to join our live chat team! It’s a part-time (25-30 hours), remote position and you might just be a perfect fit. You’ll know it if you’re somewhat of a YNAB wizard already, and you’re known for being helpful, patient, and awesome–particularly when it comes to problem solving and explaining complicated things in a way that anyone can understand.

We love our YNAB customers, and we want to make sure they love their support experience. You’ll look forward to every chat message and email, because it’s an opportunity to help another person gain control of their money and become a better budgeter.

This particular opening requires 5-6 hour shifts, five days a week, between 12pm and 9pm ET. We would establish a set weekly schedule that works well for you!

That’s a super-brief intro, and there’s a lot more to it. But first, you need to know if you’ll even like working with us. (We think you will.)

A Bit About Us

We build the best budgeting software around, YNAB or You Need a Budget if you have a lot of extra time on your hands. For more than a decade, people have been using YNAB and then telling their friends what a difference it has made in their lives. (Google us, or read some of our reviews on the App Store, and you’ll see what we mean.) We love building something that has a huge positive impact on people’s lives.

We’re profitable, bootstrapped, and growing. YNAB started in 2004 and we haven’t taken any outside funding—we’re in it for the long haul.

We have one overarching requirement when it comes to joining our team: our Cultural Manifesto has to really click with you. If you’re nodding emphatically while reading it, you’ll probably fit right in, in which case, we can’t wait to hear from you!

First, let’s talk about life at YNAB and then we’ll go into detail about what we’re looking for.

Who You’d Be Working With:

Emma is our CS onboarding owner—which means she has the best job ever. She gets to walk you through your interviews and trial, and help welcome you to the team. When not searching for our next support star, you can find her experimenting in the kitchen, exploring her new city, hanging out with her husband, or dreaming about the beach.

Veronica will be your manager after your trial! She wholeheartedly believes YNAB has the best customers on the planet, and loves interacting with them every chance she gets. Canadian by birth but Arizonian by choice, she is a supermom to four awesome kids. She and her husband are a dynamite duo as professional photographers, and she'll never be caught without her camera at our annual retreats. Having worked on some larger companies' support teams, she relishes the close connections at YNAB. Her meetings are famous for getting team members giggling and patting each other on the back. She can't wait to add you to the team!

Jen is one of our Queue Pros—which is what we like to call our full time support reps. She takes that title seriously and recently participated in her 10,000th chat with YNABers - she’s well known for her speed and accuracy around here! Jen is always actively teaching us about permaculture and will show us her harvest in the wellness channel on Slack. She has the rare privilege of raising her two incredible kids in the very house she lived in as a child! Involved in both YNAB and the only doula agency in Pensacola, Jen is passionate about helping people. Whether she’s digging into a YNAB conversation, or helping a new mom adjust to a midnight feeding schedule, she works hard to truly understand a problem before she solves it. You’re really going to love working with her!

How You’ll Work at YNAB

We work really hard to make working at YNAB an amazing experience. We have a team full of truly exceptional people—the kind you’ll be excited to work with. Here’s how we operate:

The Trial

The first 8-weeks for all support team members is considered a working trial. We hire people who we believe will be an exceptional fit for the role and the team. However, it might be your first time doing chat or email support, or your first time working remotely, and we want to make sure it’s the right fit for both of us. Throughout the trial, you’ll have weekly meetings to discuss your metrics, grow your skill set, get feedback, and chat about how working remotely is going. If it’s not a fit, we’ll part as friends at the end of the eight weeks. More likely though, after a successful trial, you’ll be a full-fledged member of the team—and we can’t wait!

Live Where You Want

We’re a distributed team, so you can live and work wherever you want. Proximity doesn’t influence productivity, and as we continue to increase our global reach, we’d love to have more team members in other timezones to help deliver timely responses to users. Our only requirement is that you have a reliable internet connection and can focus on work during your scheduled shift!

Take Vacation (Seriously)

Just because you can work anywhere, it doesn’t mean you should—we want you to take vacation. It’s important to get out and do something. While part-time employees don't get paid-time off, we try hard to allow you to take a healthy amount of vacation. We’ll look forward to seeing pictures of your vacation in our internal chat room, creatively named #office_wall.

How You’re Paid

If you’re stateside, you’ll be paid as a W2 employee, and also have access to a Traditional and Roth 401k option—yes, even for part-timers! And YNAB contributes three percent whether you choose to throw any money in there or not.

If you’re international, you’ll be set up as a contractor. Employee or contractor, it’s all the same to us. You’re part of the team.

Other Tidbits

  • After your trial, we DEMAND (in a friendly, ALL CAPS IS YELLING way) that you fill out your “Bucket List” spreadsheet with 50 items. (That’s harder than it sounds!) Good things then follow.
  • The bucket list also really helps in deciding what we should give you for your birthday and Christmas. No gift cards here. We tried that. Super boring.
  • We have a bonus plan. You’ll be in on that from day one. YNAB wins, you win. That kind of thing.
  • Did I mention we make a huge, positive difference in people’s lives? You may not think that matters much, but then a few months down the road you’ll realize it’s made your job really, really enjoyable. Don’t underestimate this one!

If this sounds like your ideal environment, read on because now I want to talk about you. You will play a big part in helping people succeed at budgeting with YNAB. You will change lives. I’ll only say that six more times.

Now, back to you, our new Support Rep...

You love problem solving. You’ll have the impossible task of seeing the forest and the trees. You’ll dive into the depths of a customer’s issue, infer from their (sometimes vague) descriptions of exactly what’s going on, anticipate where they’ll trip up next, and clearly explain what they need to do in order to continue having success with YNAB.

You will be the face of YNAB. You don’t mind answering the same question multiple times in the same day, because it's a different customer each time—another chance to make someone’s day. You manage to exceed expectations even when you deliver a different answer than the customer was hoping for.

You’re also technically quite savvy. You know your way around Mac and Windows operating systems, you’re very comfortable with smartphones, and you’re always looking for new ways to make your job more efficient and effective. Having to figure out why a customer’s budget isn’t syncing correctly doesn’t scare you. And maybe the thought of learning how to read software log files is a little exciting.

You’re really good at switching gears. You’ll answer three emails in a row—one about how to get a reluctant spouse to budget, the next about how to sync multiple budgets on the same android device, and another from a college student who realized they really need a budget for all their pizza and ramen—and not miss a beat.

You know that speed of response is extremely important, but you can walk that fine line between speed and accuracy. You are a master of being direct and friendly within the same sentence.

You play really nicely with others. You’re flexible. You adapt and adjust. When we implement a new feedback tracking system, it’s your best week ever.

You love to learn. You love constructive feedback because it helps you improve. You pick up conversations mid-stream from a colleague who is off for the weekend, and offer a virtual high-five when the conversation is closed: customer satisfied.

You love taking that one little extra step beyond what’s expected. You’re creative in that way. You consistently force us to ask you questions like, “How did you know the customer meant ‘x’, when he was saying ‘y’ the whole time?”

A Day in the Life…

You always know your schedule, because it’s consistent week after week. Let’s say you work Tuesday through Saturday from 5pm - 10pm UTC (that’s 1pm-6pm Eastern Time). It’s Wednesday, and you’ve opened your laptop to start your shift. You clock in and spend a few minutes catching up on just the important updates since yesterday (there’s a Slack channel for that).

It’s the first day of the month, so the queue is busier than usual, but expected. To warm up, you hop into a couple of the newest chat conversations. It’s an opportunity to really make someone’s day by getting a response within moments of writing in.

Then, you head to the back of the queue and pick up a couple of the oldest ones, spending your shift balancing those with new, incoming conversations. You’re often surprised by the complexity of questions you see, but you’re excited for the challenge each one brings. And you know you can skip the ones beyond your knowledge level, after tagging it with your name so you can learn what you didn’t know.

Once the chat queue is in good shape, you move over to our email inbox and see what questions you can answer there, all while keeping tabs on any new chat conversations that may come in.

You’ve set aside the last hour of your shift to work outside of the queue. There are a couple new internal knowledge articles on your reading list, and you’re planning to share a post in the #cs_grow channel about a few lessons you learned recently about tone matching.

Before you know it, it’s time to fill out your quick Daily Reflection and clock out!

You’re the one we’re looking for if:

  • You could flawlessly juggle three live chat conversations at a time.
  • You’ll be able to send 50 email replies in a five-hour shift. (While this position requires you to spend more time in live chat support, you’ll learn the basics of email support so you can jump in when needed.)
  • You can commit to 25-30 hours per week, with one 5-6 hour shift on Saturday or Sunday (bonus points if you’re also available on Fridays).
  • You value excellence and continuous improvement. At the same time.
  • You understand how every support response is an expression of the YNAB culture and brand.
  • Other people consider you a stellar communicator.
  • You love making people happy.
  • People thank you when you deliver difficult news. You’re that good.
  • You enjoy trying things you haven’t ever done before.
  • You aren’t afraid to ask questions.
  • You are wildly productive and independent, but a team-player at heart.

Bonus Points:

  • You already use and love YNAB.
  • You have Customer Support experience.
  • You have experience with live chat support.

Pay for this role is $15 an hour. 

How to Apply

  • Apply below by 11:59PM EST on June 22nd, 2018. Firm. It’s a real deadline.
  • Write a cover letter (attach a PDF) introducing yourself. Explain why this position interests you and why you would be a great fit. Cover letters are meant to sell, so sell us!
  • At the end of your cover letter, tell us about:
    • Your favorite company to be a customer.
    • Your secret to good customer support.
    • Your availability. Let us know when in the 12pm-9pm EST range would work best for you, and if you have any days of the week you are unable to work.
  • Attach a pdf resume. If you don’t have one prepared because you weren’t expecting to apply for a new job right now, then be sure to describe your work history in your cover letter.

Please submit your application by midnight on June 22. Because of the high number of candidates that we usually get, we plan to finish reviewing applications within two weeks. You'll definitely hear from us either way, whether you're moving to the next step or not.

Apply for this opening at http://YNAB.recruiterbox.com/jobs/fk0hl74?apply=true