Customer Support Agent

Job Description

Every day, millions of people from over 190 countries trust us to handle their precious creative ideas.

Since making our name with quick & simple file-sharing, WeTransfer has evolved to help creators organize, share, and get feedback on their work – from inception right up to delivery. We showcase the best brands to more than 80 million users per month, and our editorial platform WePresent has championed unexpected stories of creativity from around the globe and features collaborations from world-famous artists, too.

Sounds like fun, right? Allow us to sweeten the deal: as a certified B Corporation, we do all of this while using business as a force for good, balancing people, the planet, and profit along the way.

In March 2020, WeTransfer was designated as a Certified B Corporation, confirming its ambition to strengthen its values-driven approach to responsible technology and business. As a certified B Corporation™, WeTransfer supports issues such as climate change by maintaining a climate-neutral status and aiming to reduce its carbon footprint by 30% by 2025. The company is also focused on promoting diversity and inclusion and championing employee mental health.

About this role

The Support team is made up of 21 caring individuals—including Support Agents and Support Specialists, led by the Director of Support and a Team Lead.. Our priority is to take care of our global user base, making sure they feel safe and confident about all things file-sharing (and more). We connect with our users through Zendesk, Facebook, and Twitter. Being the first point of contact users have with our Brand is a big responsibility—especially when it comes to advocating for our users towards the company, but equally when it comes to being an ambassador for WeTransfer’s values and brand towards the outside world. The good news: Our team is growing fast and we are on the lookout for a new Support Agent to join us soon. Does this sound like a mission you could get behind?

What you’ll be doing

• You’ll be handling all user traffic via various channels, which includes troubleshooting (we provide email & social support, for now.)

• You’ll build up an understanding of more complex cases and build a process to escalate situations to your senior colleagues when needed. From the very start you’ll collaborate on solving cases effectively.

• You will highlight trends and raise all kinds of bugs using Jira to submit and track your findings.

• Once you are familiar with processes and the challenges of user traffic, you’ll get the chance to join more experienced colleagues in working on projects.

• You’ll be the voice of our users inside the company and the company's voice towards the outside world. Collaboration is a big one for us, and the Support team is involved with almost every team in the company.

• You’ll keep WeTransfer’s values at the top of your mind, and be an empathetic and caring part of our wonderful team.

• You’ll be a proactive piece of the puzzle that Support is. Always collaborating, staying curious, coming up with solutions and improving workflows to make our team even better than it already is (this is quite the challenge).

The main tools you’ll use

• Slack is our main method of communication and we effectively use it to liaise with our team, and other relevant teams that support us and our users.

• Zendesk is our main customer support tool which enables you to support our users. If you are not already, you’ll become a whiz at using Zendesk.

• Notion to first get through the onboarding and training, and then to document our processes. We also use this daily to take notes and collaborate.

• JIRA to pick up project-related tasks, and to submit and track bugs.

What we’re looking for

• You speak English fluently and you love to write. If you speak a second language, that would be awesome too.

• You’re an empathetic person that understands the complexities of customer support.

• You’re super structured.

• Plus, we work hybrid, so if you know how to fly solo, but you also understand how to work as a part of a close-knit team—that’s great.

• You're not a robot, you stay away from buzzwords, and are up for real conversations with users just as much as your colleagues. You care about people and effective communication is something you are passionate about.

• You’re a problem solver and not afraid to ask questions with your investigative nature.

• You’re able to work with different types of processes and multiple tools to get the most out of your job. We work with Zendesk, Slack, Notion, Jira, GSuite (to name a few). If you know how to use any of these, cool! If not - we'll teach you.

• If you have experience in customer support in a fast-paced SaaS environment it’s a big bonus but isn’t required, we’ll teach you the WeTransfer way!