Customer Support and Technical Account Manager (Fully Remote)

We’re passionate about the English language, and we design software that helps writers and editors produce their very best work. Our product, PerfectIt, is the leading proofreading software for independent editors, proposal managers, medical writers, and publications teams.

We’re a growing, profitable company; and we've been working 100% remote since before it was cool!

About the Role

You will be the eyes and ears of the company in its interactions with users, as well as our representative when they most need assistance. You’ll ensure that all our customers (regardless of size) experience excellent and timely support in every interaction with the company.

You’ll have responsibility for the entire support function. So you’ll become a product expert, capable of fielding questions across both our Windows and Cloud product. And you’ll write all support materials such as FAQs. We may want to add support agents in future. So you’ll establish key metrics and set the culture and decide measures of success.

We get our best innovations from customer feedback, so you’ll develop great relationships with our user base (while also setting realistic expectations). You’ll join our online forum and help build the community of users there. You’ll track everything users report to us and feed that back to our engineering team so that we understand customer pain points and can prioritize improvements.

In addition to customer support, you’ll be our technical account manager. You’ll have responsibility for providing technical assistance to major firms carrying out complex deployments. You’ll work directly with their IT team and key stakeholders to ensure that the on-premises version of PerfectIt is installed correctly and that users never lose access.

Our customers write and edit documents professionally. So it helps to have a deep understanding of writing and editing documents. We’re looking for someone who has opinions on apostrophes and a stance on the Oxford Comma.

Your responsibilities will include:

• Be the first point of contact for customers and ensure we provide quality customer support across all accounts
• Lead major accounts through complex on-premises deployments
• Write FAQs and other support materials
• Represent us in user forums, build strong relationships with customers and engage with their feedback
• Help customers adapt PerfectIt to check their house style
• Prepare reports for engineering on customer priorities

We’re a small company and you need to be prepared to jump in where needed. That includes basic admin when other team members are away.

You will report directly to the CEO, so you must be self-motivating and able to get things done independently.

Requirements

You’re outgoing, patient, and love talking tech with customers. You’re independent and reliable. You’re a great listener, curious about everything, and love asking questions and solving user problems.

You have:

• A university degree
• Three years of experience in technical support
• Experience in on-premises deployment (or a willingness to learn it)
• Demonstrable interest in writing, editing or the English language
• An ability to work from home on a PC with Windows, with an appropriate set-up for professional video calls

You must be based in the UK and planning to work exclusively from the UK.

Benefits

An Accepting and Diverse Workplace

Intelligent Editing is committed to being an equal opportunity employer. We aim to create a workplace that celebrates diversity. We do not tolerate discrimination. Our users are keepers of the written word, and we stand with those working to shine a light on all forms of exclusion and inequality. #BlackLivesMatter.

Summary of Highlights:

• Be part of small, profitable startup (employee #20)
• Work from anywhere in the UK (we work 100% remote, and we believe in trust and autonomy).
• Potential to grow your career in a choice of directions
• Contract: Full-time or part-time, permanent contract
• Salary: £38k (40 hour week with pro-rata option for part-time work)

Application deadline: 15 August

We grade applications based on the quality of writing in your application form, so please answer all questions in full.