Customer Support Representative
At holiday dinners, are you the person every family member goes to with their computer questions? Are you weirdly good at explaining complex things in simple ways? Are you patient and empathetic, especially when working with those who may not be tech-savvy? If so, we’d love to have you on our team!
We’re hiring a Customer Support Representative who is passionate about helping small business owners and delivering the delightful experience our customers have come to expect. A familiarity with websites or website technology will help you succeed in this role.
Who is Jottful?
Jottful is reimagining the way small businesses market themselves online — starting with their websites. We’re a U.S.-based early-stage software company with an all-remote workforce.
What is this position all about?
The Customer Support Representative is the first point of contact for Jottful’s small-business customers, helping them resolve issues, get answers, and achieve their goals. This role requires balancing multiple customer tickets and phone calls daily, prioritizing tasks based on urgency and impact. Whether it’s answering billing questions, troubleshooting, or patiently walking someone through website updates, your goal is to deliver friendly, knowledgeable, responsive, and efficient support.
This role is perfect for someone who’s patient and thrives on helping people of all skill levels — even those who may not feel very tech-savvy.
Responsibilities
- Respond to customer questions quickly, accurately, and professionally via email, phone (voice and text), and Jottful’s ticketing system.
- Understand customer needs and determine whether their requests can be handled by them, you, or a Jottful team member. Appropriately complete or transfer the work.
- Become familiar with Jottful’s Knowledge Base articles, blog posts, workshops, and other resources, so you can direct customers to resources that will help them.
- Contribute to the library of Knowledge Base articles and videos that guide customers on the most common questions they ask.
- Identify and report outages, bugs, and feature requests to ensure the continual improvement of Jottful’s software.
- Learn how to use Jottful’s website-building software, as well as the marketing and design best practices we follow to serve customers.
- Set up and hold video working sessions with customers in order to assist them.
- Train customers on how to use the Jottful Editor to make their own website changes.
Required Qualifications
- 1+ years of experience in a call center OR 3+ years in a customer service or customer-facing position
- Native or fluent in English
- Passion for solving problems and helping people
- Self-reliant, resourceful, and motivated
- Strong ability to prioritize tasks
- Comfortable working with customers who may have limited technical skills
- Excellent communication skills (written and verbal) with a knack for explaining technical concepts in simple terms
- Exceptional service orientation
- Very comfortable with technology
- Quick learner, coachable, curious
- Patient, flexible, and conscientious
- Highly organized with great attention to detail and follow through
Preferred Qualifications
- Call-center experience
- Experience working with websites, website-building tools, or website technology
- An understanding of website technology
- Marketing experience
- SEO experience
- An understanding of how a range of small businesses make money, such as: professional services providers; home and building contractors; and Main Street-style small businesses
- Bi-lingual (English and Spanish)
How to Apply
Please send the following to careers@jottful.com:
- Your resume
- An email/cover letter telling us why you’re a great fit for Jottful and for this role (applications without a cover letter will not be considered)
Full-time position. Cash compensation for this role is $48,000. The position is remote but candidates must be based in Colorado, Hawaii, or Michigan. Flexible schedule with limited travel.
We’re a female-founded business, believer in the power of diversity, and an equal opportunity employer.