Customer Support Specialist (Contractor)

Remote (US) /
Support /
Contract (Remote)
Universe is the world's first website builder designed for mobile phones. Our mission is to empower everyone to build the internet, starting with serious websites built in under a minute. 

We take support seriously. It's the human face of Universe. We believe that every support ticket is an opportunity to convert a frustrated, confused, or curious customer into a delighted, long-term champion of our company.

We're looking to add a new customer support wiz to our support team. This person will work with our customers to help solve their problems, walk our customers through the first steps of creating a website they can share with the world, and surface learnings from one-on-one interactions to the team.

We're looking for someone who can turn a frown into a smile. In this role you'll have the freedom to deliver a delightful experience and help transform the way we interact with our users on a personal level.

This is a role that will require a range of skills - customer support goes way beyond answering tickets at Universe! Ticketing is just the start - you will also seamlessly move between ticketing and other support duties - including video one-on-one calls, drafting how-to articles for our users to learn on their own, and sharing impactful user feedback with the team.

We expect you to bring passion and enthusiasm to every interaction with our customers and team.

Qualifications

    • At least 1 year of customer support or customer success experience with a software product
    • Ability to work a range of hours to support our customers when they need help
    • Enthusiastic passion for helping customers and a drive to create amazing user experiences
    • Strong communication skills
    • Excitement for our product (and you've built a website or two)

Responsibilities

    • Become a master of everything Universe has to offer our users, so you can help users who are just getting started or users that need help to give their site the final bit of polish
    • Respond to support tickets covering a range of expected and unexpected issues
    • Engage with users by phone or video as required to help them solve their problems
    • Contribute to user research by providing insights from your conversations and reporting your findings

You might be a fit if

    • You're a champion of mobile tools and want to enable people to make the best website possible
    • You thrive talking to people face to face in video conversations
    • You can switch between tickets, video calls, and drafting support articles to help our users with self discovery
    • You are curious and creative, and enjoy exploring out of the box solutions
We value individual agency and ownership—which guides our product design and our company’s culture. While other companies offer lots of perks, we prioritize your freedom: work from anywhere, in the way you’re at your best. We believe that an individual’s capacity for growth is far larger than most understand, and we’ve designed an environment to support rapid, continuous learning. Ideas here come from everyone, initiative is respected, and quality matters. We are here to build something special and enduring.

Universe is the world's first website builder designed for mobile phones. Our mission is to empower everyone to build the internet, starting with serious websites built in under a minute. We are a remote 14-person company with people all over the US. We joined Y Combinator in 2018 and have raised $17.2mm in financing from Google Ventures, General Catalyst, Javelin Venture Partners, Box Group, and more top investors.