Customer Support Agent

The Role

You will join our Customer Support team to help us make sure all our customers can get the most out of their experience of Toggl Track. The starting salary for this position is €36,000 annually and you can work remotely from anywhere in North & South America.

As part of our Customer Support team you will answer questions submitted by Toggl Track users so they can get the most of the service. You will also provide feedback about the service to our Product and Engineering teams, as well as submit bug reports when necessary.

About the Team

We are a global team of 100+ awesome people working from over 40 countries around the globe. We hire globally, you work locally—in the heart of London, a beach outside of São Paulo, or a quiet village near Florence, the choice is yours. Every few months we travel to meet up somewhere in the world and spend some quality time together. We place a huge amount of trust in our people, and we measure the outcomes rather than the work itself. Our values fuel our results.

About You

You will succeed in this role if you know what excellent customer support looks like and you are willing to go the extra mile for your customers.You should be excellent at written English communication as well as act as the middle man between the users and Product and Engineering teams.

Responsibilities

• Responding to customer enquires over chat and email.
• Helping to improve the update the Toggl Track Knowledge Base.
• Working with other teams to make sure customer issues are resolved in a timely manner.
• Communicating feedback from customers to the Product team.
• Keep yourself up-to-date with the ins and outs of all Toggl Track.

Requirements:

• Self-motivated and independent, you love working in a fully remote setting.
• Based in North or South America.
• Previous experience in a customer facing role, ideally in a Saas company.
• Excellent communication skills in English, both spoken and written. Any other languages is a plus.
• You know what outstanding customer support looks like and you're ready to go the extra mile.
• Tech-savvy; you are able to identify the root of the problem on your own before escalating it to a dev team.

Benefits

• Freedom to choose when and how much you work—we only measure results
• 24 days of paid time off a year, plus your local holidays
• In-person meetups for team-building (expenses covered)
• 4-6 weeks paid sabbatical (depending on tenure)
• Laptop budget up to 2,500€ and it renews every 3 years
• €2,000 budget to set up your home office and an additional €300 every year after 3 years of tenure
• €250 per month for co-working space membership and/or internet service at home
• €4,000 per year contribution to use for training, workshops, and conferences
• €2,000 per year contribution for any equipment or services to improve and/or maintain your physical and mental health
• Support for buying tools you need for doing your best work (even eyeglasses if you need a new pair)