Customer Support Associate - Accounts & Billing (Weekends) (US Remote)

US Remote, or ON/BC, Canada

At Webflow, our mission is to bring development superpowers to everyone. Webflow is the leading visual development platform for building powerful websites without writing code. By combining modern web development technologies into one platform, Webflow enables people to build websites visually, saving engineering time, while clean code seamlessly generates in the background. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative. It’s the web, made better.

We’re looking for a Customer Support Associate to help empower our customers to do their best work and make Webflow the best product possible. 

About the role 

• Location: Remote (United States; BC & ON, Canada)
• Non-Exempt - 40 hours per week, Full Time (Saturday - Wednesday)
• Work hours will reflect standard ET working hours
• Reporting to Senior Manager, Customer Support
• Our cash compensation amount for this role ranges from $64,000 -$75,000 for most locations and $71,000 - $83,000 for US locations with a higher cost of labor. All figures cited above are in $USD and pertain to workers located in the United States. Pay is based on several factors including market location, and may vary depending on job related experience, knowledge, qualifications, and skills.

We have ambitious goals for 2023 to continue to build out 24/7 support, so if you have weekend availability we'd love to hear from you. We're looking for candidates who can work Saturday-Wednesday and are currently located in the United States/Canada - Eastern Time (ET) or can work ET standard business hours.. Please let us know your availability in your application!

As a Customer Support Associate - Accounts & Billing, you’ll … 

• Provide consistently high-quality customer experiences for all Webflow customers 
• Help customers in support queues using applications including but not limited to Zendesk and Jira 
• File bugs, troubleshoot issues, and collaborate with the team to provide an excellent customer experience
• Advocate for our customers and work closely with your team and manager to find areas of improvement within our product and services.

About you 

You’ll thrive in this role if you have:

• Demonstrated experience with providing high-touch customer support over email and live chat in SAAS or account/billing customer service 
• Experience with Stripe and/or similar payment/billing platforms
• Familiarity with Webflow's product and capabilities, or have experience with HTML, CSS, and DNS
• Exhibited analytical reasoning and critical thinking skills for account/billing
• The ability to learn new digital tools quickly
• Have worked autonomously, creatively, and kindly with your teammates while empowering and supporting those around you.
• Practiced radical candor with your colleagues to communicate clearly. You can start from the common ground as a great listener and work towards creative solutions with others.
• Advocated for others – including customers and colleagues – and you want to build a career in customer support!
• Have demonstrated written and verbal communication skills in the English language

If you don’t meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements.

Our Core Behaviors:

• Obsess over customer experience. We deeply understand what we’re building and who we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers.
• Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment.
• Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care.
• Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a team to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates.

Benefits & wellness

• Equity ownership (RSUs) in a growing, privately-owned company
• 100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (US; full-time Canadian workers working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent on insurance plan selection. Employees also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness
• 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave. Employees also have access to family planning care and reimbursement
• Flexible PTO with an mandatory annual minimum of 10 days paid time off, and sabbatical program
• Access to mental wellness coaching, therapy, and Employee Assistance Program
• Monthly stipends to support health and wellness, as well as smart work, and annual stipends to support professional growth
• Professional career coaching, internal learning & development programs
• 401k plan and financial wellness benefits, like CPA or financial advisor coverage
• Commuter benefits for in-office workers

Temporary employees are not eligible for paid holiday time off, accrued paid time off, paid leaves of absence, or company-sponsored perks.

Be you, with us

At Webflow, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

Stay connected

Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, Twitter and/or Glassdoor. 

Please note: 

To join Webflow, you'll need valid U.S. or Canadian work authorization depending on the country of employment. If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes.