Customer Success/Support – Postmark (PDT)

Description:

The CS team at Postmark strives to take the pain out of solving problems in a human way. We know a bot can’t do as good a job solving problems. We believe it’s a better use of time to fully address an issue, even if it takes longer, than quickly fixing just part of the problem. Our success team handles our customers’ needs proactively (success) and reactively (support).

Postmark (a product of Wildbit) is a cloud email infrastructure product that allows businesses to send and receive transactional email from their applications. We aim to make email seamless, dependable, and easy for development teams. Postmark customers have a range of backgrounds so you should be comfortable supporting non-technical users as well as highly experienced developers.

You would be the first point of problem-solving for a customer if they reach out for assistance. You’ll help new customers get up to speed quickly, educate developers on industry best practices, and help our team identify where we can better meet the needs of our customers. This means creating content and user guides, talking to customers over various channels (email, live chat, and phone), and keeping our developers and designers up to speed at all times.

If this sounds like what you’re looking for in your work, check out our Wildbit JobsGood/Bad Definitions, and Blog pages for a bunch more info about our company and what makes us pretty great. We appreciate you taking the time to help us in our search!

Requirements:

The person in this role will be expected to work 100% remotely in or near Pacific Time Zone 8am–4pm PDT.

This role could be a good fit for you if you have:

  • previously thrived in customer support for a SaaS product
  • an understanding of transactional email and email technologies (SPF, DKIM, DMARC)
  • solid English writing skills for answering customer support requests and writing help docs
  • empathy towards others and a desire to teach

Sample Exercise

Your resume is a great snapshot of what you’ve done in the past. We’d love to see what you’re capable of now. To give us an idea of your skills and voice, please complete TWO of the following parts of the required sample exercise. There is a spot to upload a link to your responses on the application page (i.e., Google doc, Paper doc, etc.).

    • Emails can bounce for a variety of reasons. How would you explain to a customer the reason an email they sent through Postmark returned a soft bounce?
    • A customer reached out to Postmark support asking about a feature we don’t currently have (and it’s not coming up in the near future). How would you handle that and what would you reply to them with?
      • Please also tell us a little about why you answered this way. What is your thought process behind it?
    • Explain to a customer how to authenticate their domain with DKIM

This project is all about showcasing what you can do. Don’t worry about trying to guess what we would do — make it your own, and have fun with it. We’re just looking to see a full slice of your work: your thought process, planning, writing skills, and all that goes with it

Wildbit is an equal opportunity employer and proud of it.

We’re committed to building a diverse team, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. At our core we believe deeply in diversity, inclusiveness, and acceptance as all being key parts of a healthy team.

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Company Information
  • Total Jobs 1 Jobs
  • Location Pennsylvania
  • Full Address 225 Chestnut St., Philadelphia, PA 19106, USA
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