Who is AppSumo
AppSumo was started in 2011 by serial online entrepreneur Noah Kagan. The idea was simple: the tools you need to run your business shouldn’t put you out of business. Today, the AppSumo team has grown and includes some of the best talent from Facebook, Microsoft, and Bloomberg (to name a few).
Our mission, however, remains the same. To date, we’ve partnered with over 1,000 startups to bring our community the absolute best deals on software. We’ve partnered with companies like MailChimp, Evernote, and Dropbox — startups that have gone on to become household names in software.
With hundreds of successful product launches and over a million entrepreneurs served, one of our key differentiators is our dedication to our customers. That’s why we’re looking for an incredible Customer Support Guru to join us.
About this Role
This job is about ensuring our customers have a seamless AppSumo experience.
If you’re a detail-oriented people-person with excellent written communication skills, then this role is for you. It’s designed for someone that is excited to connect with customers and help them resolve their issues quickly.
You have nerves of steel, and endless capacity for patience, and a heart that can warm up the coldest of customers. Kill ‘em with kindness is your mantra.
You're familiar with AppSumo and have engaged with our platform before. You enjoy writing and know how to navigate your way around social media. You might have a blog or WordPress site of your own and know how to put yourself in the shoes of our customers.
In the Customer Support Guru role, you’ll be working alongside our Customer Success team and will be responsible for resolving customer support tickets. On the day to day, you’ll be using software like HelpScout and Sprout to communicate directly with customers.
In the first three months of this role, success means managing a high volume of support tickets while ensuring prompt resolutions, updating and tailoring email response templates, and creating new procedures that streamline the customer support process.
A day in the life of this role includes guiding customers through the buying process, answering questions specific to each deal offered on AppSumo, initiating refunds, and resolving any customer complaints. You’ll be in charge of maintaining clear, concise, and positive communication for all support cases in a timely and efficient manner.
This is a unique role that requires impeccable written communication skills, a passion for customer service, and an eye for detail. Our ideal candidate has 2+ years in a customer support role specifically geared towards SaaS, ecommerce, or web applications.
Why You’ll Love it
You’ll be solving problems and making sure customers are happy. You're crazy organized and detail-oriented. Inbox zero? Inbox negative one.
You understand that procedure makes things foolproof, not boring or redundant. You understand that support isn't about canned responses, it is about being the foundation which your team stands on in order to accomplish great things.
If you’re an energetic, empathetic, and relationship-focused self-starter who loves to help others succeed, you’re going to crush this.
Why You May Not Like It
You’ll be the main point of contact for our customers. If you’re not comfortable with being in a customer-facing role, this job is not for you.
You’ll also be responsible for prioritizing multiple active issues/tickets and documenting all those tiny details while troubleshooting. Being proactive, process-oriented, and willing to work a flexible schedule are musts.
Pay & Benefits
We provide a competitive compensation package. In addition, we offer paid lunches every day, a stocked fridge, any snacks you want, and two all-expenses-paid company trips with the team. (You can check them out here.) You’ll be equipped with a standing desk and any other gear you need to feel productive. Not to mention, we also have in-office massages weekly. Oh, and you can bring your dog to work. We love your dog :)
At AppSumo, we don’t believe in benchwarmers or clockwatchers: we treat all of our teammates like adults and trust that when you have something to do, you’ll get it done. If you need to run an errand, hit the gym, or meet a friend for lunch, you’re encouraged to do so. You can work from home as often as you need to, and you’ll have unlimited vacation days to go on adventures. (Everyone says it, but we mean it: Take as much time as you want.)
We’re committed to creating a diverse, supportive, and collaborative working environment - every person we bring onto the team helps cultivate a culture that we’re proud of.
Want extra credit? Complete our customer support exercise by filling out the Google Form as part of your application. We typically send this out as part of our interview process, so get a leg up on the competition by completing it early.
Feeling up to the task? Let’s do this :)