Full-Time Role, remote Monday - Friday 7am - 3pm GMT/BST Timing will vary depending on daylight savings changes (an hour either side) UK resident for tax purposes

About Paperform

Paperform is a SaaS company that provides tools to help people and businesses easily create beautiful online forms with no-code required (check out paperform.co). Our aim is to democratize digital creation. Paperform launched in late 2016, and now has thousands of customers from across the globe. We’re a small, agile team, and we’re growing fast!

Working for us

Although our main office is based in Sydney, Australia, we have a remote global Team. To work for us you need a stable internet connection, a passion for getting stuff done, outstanding communication skills, to be Paperform-product obsessed, autonomous, and absolutely love figuring out Excel-style calculations.

We have a few core values and expectations: empathy and kindness, that you come to know the product inside-out, that you love creative solutions, that you be detail-oriented, that you work autonomously, and that you are candid. We like to spend a minimal amount of time in meetings and execute tasks and strategies at a fast pace.

Our mission as a Customer Success Team is to be Product experts and educators. Our Customer Success Team doesn’t just provide answers, they find the best solution for each user or lead’s use-case and show them how they can implement it. Get ready to hear lots of praise for your nerd skills from everyday people looking to implement functionality and flows.

What we’re offering:

• £30,000 per annum salary.

• Employer Pension contributions at 9%.

• Work from your home. We’re a global team and we’re remote-first. We’ll also provide a monthly stipend to cover off desk hire in a space of your choice if you prefer not to work from home.

• 6 weeks paid leave (annual and sick). Family and your health come first, and we encourage our Team to take regular breaks.

• Paid parental leave.

• We want to ensure you have all the equipment needed to do your job well. We’ll provide you with the tech, software, and professional development costs you need.

• We cover all costs of company travel, including our retreat which is in Sydney, Australia.

• We give you the opportunity to work alongside everyday folks who need help getting across the latest tech - our work is meaningful and rewarding.

• We give each of our Customer Success Team “project time” to work on projects related to your role.

• We are extremely transparent about how we run Paperform as a bootstrapped SaaS company - we meet a few times a month to go over how the business is doing and share what we’re learning with the entire Team.

The role

We are looking for a full-time Customer Success Specialist on a European timeline. The applicant must be a UK resident for tax purposes, but you’ll be working remotely.

We’re after someone who will be like a dog with a bone when it comes to troubleshooting, who is passionate about knowing every facet of our Product, and gets a huge kick out of working with Excel-style calculations (check out our “Calculation” feature for context!). This is a super nerdy role. Above all, we want a candidate who is able to build a rapport with our user base and carries on our solid reputation for excellent customer support. Day to day, you’ll be supporting our users, and also working on account subscription and billing inquiries, improving and creating educational resources, and working closely with our Product Team.

There will be opportunities to learn and grow with the company as you work closely with our Customer Success Lead, as well as the Cofounders as we continue to scale Paperform. We’ll help you to achieve your goals by supporting you, and welcome innovative ideas you bring to the table.

An ideal candidate will be self-motivated, take initiative and ownership of their responsibilities, and be extremely competent in solving problems without needing to be micromanaged. Working as part of a remote team you will be expected to be able to communicate clearly with the team over a variety of different mediums (video calls, Asana, Slack etc.), be comfortable with raising issues or questions along the way, and providing insights.

Responsibilities

• Conducting live chats with users and leads: answering and troubleshooting, nerdy problem-solving, assigning/escalating tickets, and being the face of Paperform.

• Handle customer billing inquiries via internal systems and Stripe: refunds, queries, review fraudulent payments, and chargeback claims.

• Reviewing, editing, and creating resources (help docs, templates etc.).

• Reporting on customer feedback, feature requests, and anything else support-related.

• You’ll have a chance to work closely with Tech/product.

Important Skills

We are looking for an enthusiastic and quick learner who is ready to jump into a customer support and content role. The most important skills for this job are:

• Tech Skills:

• Excellent at troubleshooting and resolving complex problems, especially with Excel-style calculations.

• Sound knowledge of HTML and CSS.

• Experience using billing and payment software such as Stripe is preferred.

• Basic understanding of support apps, like Intercom.

• Ability to get in touch with Google Drive, Notion, Slack, Asana.

• Programming skills will give you an edge for this role, and also open the potential for you to work with Product. This is a very nerdy role.

• Communications: you’ve got to be able to communicate complex concepts in simple terms and to quickly build a rapport with customers.

• Self Starter / Self-learner: take ownership of their role, and drive it to completion with minimal supervision.

• Team Player: while being self-motivated, illustrate the ability to collaborate with multiple stakeholders and work efficiently in a team.

• Adaptable to Change: Possess the ability to adapt quickly to new circumstances and situations.

You’re a good fit if you:

• Love tech and pick up new products quickly.

• Can’t sleep if you know there’s a better way of doing something, or a way to solve a problem.

• Try everything in your power to solve an issue before assigning a ticket to someone else.

• Communicate well through tools like Slack, Asana, email, and video conferencing tools.

• Enjoy moving super fast on tasks, and loath death by meetings.

• Take ownership of your work, and can manage projects and work to deadlines.

• Have a high level of spoken English.

• Have strong attention to detail and can spot a typo from a mile away.

Be sure to mention the words OIL CLUTCH FUTURE when applying to show you read the job post completely. This is a beta feature to avoid spam applicants.

Salary and compensation

$40,000 — $40,000/year

Location

United Kingdom