Customer Support Specialist

🌳 About Bonsai

Bonsai helps 500,000+ freelancers in 100+ countries start, run, and grow their businesses.

The way the world works is changing: Freelancers make up 40% of the workforce today and will be 50%+ by 2030. People want flexible and independent careers. Companies want great on-demand talent. This is one of the largest shifts since the Industrial Revolution, but the tools to support it are stuck in the 20th or even 19th centuries!

That's where Bonsai comes in. We take care of a freelancer's admin work - contracts, proposals, invoices, payments, accounting & taxes and even banking - so they can focus on the work they love and just make money. Ask any freelancers you know... they'll tell you this is a huge and painful time suck.

We're profitable, growing very quickly, and are backed by some of the world's best investors (YC, Matrix Partners, Index Ventures).

We've also been 90% remote since 2016 and our team is spread across 9 different countries.

About The Role

Our users are at the center of what we do (duh!) and we're always trying to find better ways to serve them. Alongside our Head of Customer Support, you will work closely with Product and Marketing to drive growth, engagement, and advocacy of Bonsai. The Customer Support Champion will use front-line support interactions to inform and inspire changes within the team, the product, and Bonsai as a whole.

The role will involve front-line, reactive support where you will engage actively to solve user problems and answer questions. This can involve basic feature-related questions or complicated bugs. You won't always know the answers, so your resourcefulness will be your greatest asset! We answer inquiries via chat and email primarily, with the occasional video onboarding call, and are available to our users live Monday-Friday all over the world.

For this specific role, we are looking for someone to cover the PST hours 8 AM - 5 PM.

In addition to front-line support, you will work to identify trends in user behaviors and inquiries to help shape our product decisions. Simultaneously, you'll have a hand in creating valuable content that allows our users to make the most out of Bonsai as easily as possible!

About You

You're a passionate problem solver. "No" isn't a good enough answer for you - you need to find out why it's that way and if there's a way to make it better. Change excites you. We're a brand new team here at Bonsai, building from the ground up. We don't have all the answers and that's the point! You should salivate at the idea of identifying issues, finding trends, collecting relevant data, and engineering long-term solutions. You have a passion for helping people. Let's face it, this job is all about helping people! That needs to fuel your fire. You're the type of person that goes the extra mile to help not because it's expected, but because you want to. You are a multi-tasker. We have a number of moving parts and processes in place while also managing live interactions. You should be able to manage multiple interactions simultaneously as well as being getting work done behind the scenes. You're a fantastic communicator. Our role involves navigating and explaining how to use our broad, technical platform. Being able to quickly and concisely get your message across with a friendly tone and digestible formatting is imperative. This is an entry-level position with an opportunity to grow. Technical skills can be taught - attitude and drive are what we're in the market for. You’re obsessed with Support KPIs and have a penchant for responding to customers at a lightning speed and still maintaining tremendous accuracy in your responses You have a minimum of 2 years of experience working with a SaaS company in Customer Support / Customer Success.

Responsibilities

Answering in-bound chat and email support requests from 8 AM - 5 PM PST Mon-Fri. Ensuring target KPIs are met and maintained. Fully engaging with and listening to our users to offer them advice on a holistic level to ensure they are getting the best experience from Bonsai. Being an advocate for our users and Bonsai as a whole by communicating trends and insights back to stakeholders.

Requirements

Experience providing exceptional customer service of any type (in person or online). Excellent writing skills - all you need is one response to resolve a complex customer problem! Ability to pick up multiple technological tools, quickly. Ability to write crystal clear help docs and continuously improve our help center. Possess a high level of understanding, patience, and empathy. Able to navigate more difficult conversations/interactions with professionalism. Commitment to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things. This is a fully remote position - you will need access to a proper working environment, including super high-speed internet. Previous experience in SaaS and Customer Support (Email and Live Chat) is a must-have!

Nice To Haves

Experience with Intercom, Slack, Notion, Excel/Google Sheets, Stripe. Experience working with or as a freelancer/entrepreneur. Experience working with a Fintech company Experience with Disputes and Chargeback processes Experience with remote work. Experience providing front-line software support (especially via chat).

Benefits

Industry leading compensation package — we know you will have a large impact on the company and we strive to compensate accordingly Unlimited holidays — we actually want you to take time off Remote-work option — work from anywhere, always! Visa sponsorship in Paris - if you would like to relocate and work in our Paris office All-expenses paid team retreats — our last retreat was in Mexico! Unlimited professional development stipend — books, classes, coaching, whatever you need Strong culture of work / life balance — it's a marathon, not a sprint Complete internal transparency — everyone sees everything within the company