Job details

Senior Customer Support Specialist (Remote)

Whimsical is not like most companies. We are completely independent and believe that a business should care about more than just making money. We are philosophy-driven. Whimsical is remote-first — we're a small team of 10 people, spread across the globe.

About Us

At Whimsical, we're trying to do two things:

Build world-class visual communication tools that are fast and delightful.
Create a company that does good in the world and that is a joy to work at.

We believe in:

Sustainability: We work a calm, 40-hour work week. Compensation is fair and transparent and does not depend on where in the world you live. We are committed to doing our part to help the environment.
Ethics over growth and profit: We don't believe in growth at all costs or that growth should be our chief goal. Growth for us is a sign that we are building things that provide value for people. Growth also means that we can deploy more of our resources toward the things that we value.
Craftsmanship: We care deeply about our work. We are specialists, eager learners, and persistent in our pursuit of quality work. We're patient and committed because building great things takes time.
Long-term focus: We're building Whimsical for the long-haul, not a quick exit. As partners in this business, we seek to invest our time instead of selling it. We think about which decisions we will be most proud of 10+ years from now.

You can also check out our blog for more insight into how Whimsical does business differently.

About the Job

As cheesy as it sounds, we seriously couldn't ask for better customers - their enthusiasm, sincerity and passion is what keeps us striving to do better.

In fact, our customers are radiating so much positivity that it is time to share it with another human being by hiring a Senior Customer Experience Specialist to help us show and return the same level of respect, love and appreciation to our customers and set the bar for great support.

You’ll be all the way assisting, pampering, empowering and encouraging our customers in every single interaction. The job mostly focuses on:

Responding to customer messages and communicating with folks via chat, email, voicemails and social media.
Building and polishing up our Community and Help Center (articles, guides, tutorials) to make sure everybody can easily and effortlessly pick up Whimsical.
Collecting and prioritising customer feedback, feature requests, ideas and suggestions.
Troubleshooting reported glitches, poking the team in case something isn't working as expected, coming up with creative workarounds in the meantime, and following up with the customers once the hiccups are addressed.
Providing bespoke onboarding sessions to new customers and making sure they are inspired to use Whimsical.
Working with other CX folks on content-related projects that include blog posts, newsletters, social media posts, and more.
Doing anything else you think needs doing in order to make our customers' lives more Whimsical (pun intended).

About You

We're looking for somebody who will pamper Whimsical customers located in the Eastern Hemisphere, so you have to be living somewhere between GMT+0 and GMT+5.
You are no stranger to passionately assisting customers and wear this badge very proud and very loud.
You have at least 3 years of experience in customer support for software products.
You are empathetic and treat others like you want to be treated.
Both your written and spoken English is top notch. You can put your thoughts together in an easy to understand, accurate and friendly way.
The way we do business makes your heart beat faster and you realise you're not alone in this world.