Design Support Specialist | Remote

Published date Posted on Indeed on Jun 23, 2022 (9 d ago)
Appcues is looking for a Customer Design Support Specialist to join our team! We're building a team of driven, focused people who want to make a meaningful impact helping our customers build something their customers will love. You'll be empowered to put customers first on a daily basis. Support is more than just spending your time hammering away at a queue-it's proactively making help even easier to come by, and anticipating the needs and questions of our customers before they have them.

Most of your time will be spent doing things like designing user experiences which seamlessly integrate with customer applications, customizing a customer's Appcues theme with CSS, consulting on best practices for user experiences, or fixing broken CSS selectors to get a flow live before a tight deadline. That being said, every person on the support team spends 20% of their time out of the queue working on initiatives and projects to help propel our support strategy into the future, and you will be no different. You will become an essential voice for our mission. You'll drive happiness for customers and our audience at large both in and out of the inbox.

This position is fully remote with operating hours of 8am - 5pm EST.

Your responsibilities will include:

  • Talking to customers a lot! You’ll be helping our customers (most often software product teams and engineers) troubleshoot complex issues with excellent email, and occasional video chat support
  • Debugging issues with styling and design, specifically custom CSS.
  • Consult on design strategies so customers can delivery amazing looking content to their users.
  • Write and maintain clear, helpful user and design documentation as the product evolves
  • Empowering other members of the team to success by owning design related escalations and being willing to work together through problems.
  • Assist our Customer Success and Sales teams by providing design demonstrations, presentations, trainings, consultations and internal support services as needed.

You may be a great fit if:

  • You're willing to commit to working a minimum of two years on our support team upgrading processes, helping our customers, and implementing new functionality to help our customers be even better.
  • You have 2+ years of relevant Professional Services/Solutions/Sales/Support experience for a cloud-based software company. You're technically astute and have a foundational understanding of web frameworks (i.e. React, Angular, etc), and a strong eye for what makes content look amazing!
  • You are comfortable offering suggestions on how our customers can improve the look of their content to encourage user engagement.
  • You have experience working at a remote-first company and are comfortable working remotely.
  • You like empowering users with the knowledge to do things for themselves in the future, not just fixing things for them.
  • You love collaboration. You want to work with members of the support team and teams outside of support to do what's right for the company and the customer.
  • You're excited to gain a deeper understanding of how our software and integrations work. Our customers use different web/mobile technologies and you are hungry to understand how they work and how Appcues can work with them.
  • You're an A+ listener and communicator. You can synthesize feedback and be the voice of the customer to help your teammates become better marketers, designers, builders and more. You'll also be eager to spend your days speaking with customers on the phone, via email, and through chat.
  • You're ardent about figuring things out and comfortable being uncomfortable. Our team is small, but we'll give you the autonomy to help build better processes and continually improve.
  • You're driven and goal-oriented. With so much freedom and autonomy, it can be difficult to stay focused. Striving towards the prize on the day-to-day is what aligns us as a company.
  • More than anything else, you are empathetic and have a genuine desire to help other people. Culture fit and drive to help are more important than experience.
Our Benefits

100% remote
- We don’t have an office so all of our employees learn and collaborate in the same way using remote work practices. This won't change post-COVID as we are committed to being 100% remote for the long-term. We work in Slack, Zoom, and a collection of modern collaboration tools. We have inclusive remote events and, after COVID times, will get together twice a year for a fun off-site retreat.
Well-being - You'll have solid health, dental, and vision plans; access to 401k, and a generous maternity and paternity leave.
Fair pay - Each role has a defined salary band, bands and salaries are audited on a regular basis to help maintain fairness and market value
Home office and tech budget - Besides paying for your work computer (Mac or PC), we offer a one-time $1000 home office stipend and an additional $500 annual budget for extra work-related technology.
Coworking space, on us - Home office not cutting it? We'll reimburse your monthly coworking fees.
Equity - We want everyone invested in our success. We grant every employee equity in the company.
Transparency and collaboration - We foster team alignment with meetings of all shapes and sizes—a monthly all-hands meeting called FirstThurs, weekly team lunches, and Lunch & Learns., and an annual learning stipend.
Unlimited vacation - We believe time away to reflect and explore makes us all more productive, so we expect each employee to take a minimum of ten days of vacation per year. Employees based in the USA also take off all US federal holidays. Employees residing in other countries can choose to follow their local national holidays or US federal holidays.

About us

At Appcues, our mission is to help teams build products their users love. With Appcues, you can create in-product experiences (user onboarding, feature announcements, checklists, and more) without writing any code. We believe it’s the non-technical people who often have the best information about a user’s needs and desires, and we give them the tools to act.

We’re a dynamic group of talented teammates who challenge, trust, and care about each other, their work, and the success story we are writing. Our values are not just words. We live by them.

Appcues is an equal opportunity employer that commits to diversity and inclusion and also celebrates it. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. We believe that diverse teams foster a more inclusive company culture, build better products, and are more human, humane, and fun.

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