|Posted On: ||Friday, Jan 11|
|BrandYourself is the only DIY product that helps people improve their own search results. We started the company when our co-founder Pete couldn't get an internship in college because he was being mistaken for a drug dealer in Google||
|About the Position
Your job is to give BrandYourself users an amazing customer service experience: You'll ensure that our 170,000+ users get the most out of our product, get their questions answered quickly, and leave feeling more happy about us than before they talked to you.
This is one of the most important positions in the company: We strongly believe that being completely accessible, transparent and responsive to users is one of the most important things a company can do. As the main touchpoint with our customers, you will help us do this as the voice of BrandYourself.
This is not just customer support, it's marketing: We believe customer support is the most under-used marketing channel. Not only is your job to help customers use our product, but it's to explain to all the different plans we have and help people choose the right option.
It's a huge opportunity to be part of something special: We're leading the way in a new and rapidly growing industry, and you'll be an early key member of our team helping us continue to lead the way.
The Fine print:
Compensation: You'll earn a competitive salary, benefits and a stake in the company.
Location: 568 Broadway in New York City; the cross streets are Prince and Broadway (in SoHo). Since we strongly value building a company culture, we require you to come into the office.
Answer users' phone calls:
We get 15-20 calls from users every day, so it'll be your responsibility to answer their questions about the product.
Respond to users' emails:
Users also email us with questions, so you'll be in charge of answering them with timely responses.
Identify users that are a good fit for our Concierge service:
As you interact with users, you'll be responsible for identifying good candidates for our Concierge service, which assigns them a personal search rep to create a custom strategy and improve their results for them.
Improve customer experience:
You'll summarize the most common problems each week and suggest possible solutions, and report bugs directly to the tech team. You'll also help us identify ways that we can create better, more memorable experiences for all of our users: better emails, product improvements, etc.
Customer service experience:
We are looking for someone who has worked with directly customers before, and has experience helping people with questions or problems.
Extremely strong communication skills:
When a user comes to you with a problem, you need to be able to concisely outline the steps they should take in a way that's clear and impossible to misinterpret.
Personable, tactful and aware:
When answering questions you need to be friendly, make people feel comfortable and that they're being listened to, and make sure they don't feel bad or defensive about their problem.
Often times you'll need to be able to deduce a person's problem if they can't articulate it clearly themselves, or if they don't remember what they did to cause the problem.
Creative and autonomous:
Being a people person is certainly important for this position but we are also looking for someone that can creatively think of ways to improve our customer experience.
People like to work with you:
You have a strong list of references that would work with you again.
BrandYourself is the only DIY product that helps people improve their own search results. We started the company when our co-founder Pete couldn't get an internship in college because he was being mistaken for a drug dealer in Google (read the story).
Back then the only solution was to pay a reputation company thousands of dollars to improve your results for you. We wanted to create a product that made it easy for people manage that process themselves so they wouldn't have to turn to these companies.
Quick Company Facts:
We have an amazing team. Besides being a great team to work with, we know how to build successful startups (our last startup was acquired by Match.com).
We're well funded by top investors, including angels like the Head Search Strategist at Microsoft and firms like Zelova VC (read about it here).
We're growing very quickly. Since launching this March, we have over 150,000 very happy customers (read this article we wrote for Hacker News about how we got 60K users in just 60 hours).
We make a real difference in our customers lives. We get emails like this every single day.
We've been lucky enough to receive some awards and press, and with your help we'll continue to make our product even better.
How to Apply:
Send Evan an email and include:
Why you want to join our team
Why you'd be a good fit
Your resume with recommendations
What you like/don't like BrandYourself and it's customer experience (sign up here, it's free)
Earn $1,000 If We Hire You
Or Someone You Refer:
Know someone who might be interested? Spread the word and earn $1,000 if we end up hiring you or someone you refer.
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