Customer Support Specialist  

Wattpad is a mobile social app that connects people all over the world with stories that matter to them. It enhances the storytelling experience, and makes it possible for people to be captivated by something they love. We’re proudly based in Toronto, but our reach is global. Every month, 67 million people spend over 15 billion minutes on Wattpad to create and discover stories they can’t find anywhere else.

In this exciting role as a Customer Support Specialist you will use your superb problem solving skills to delight our community of over 67 million users. You will work across platforms on a range of mobile devices, tablets and web browsers to resolve support tickets. The Customer Support Specialist will also ensure that questions are addressed in a timely manner while keeping up professional standards expected by the industry and effectively communicating user sentiment across the company.

You must be extremely comfortable with the Internet, mobile devices, and multitasking. If you have an entrepreneurial spirit, love helping others, and an inquisitive and scientific mind you might just be the perfect Community Support Specialist.

Come write your next chapter with us!

Responsibilities:

• Answer user inquiries through a ticketing system, troubleshooting and resolving software or hardware issues
• Ensure our product works optimally for our readers and writers, collaborating with product squads to ensure that issues are resolved, and road blocks are eliminated
• Confer with users to resolve problems or to provide technical assistance and support
• Sleuth out pesky bugs, identify causes, and share insights with the engineering team
• Measure user sentiment and report this to business units across the company
• Champion the voice of the users across Wattpad!

Requirements:

• 2-3 years experience in a simil​ar role
• At least 1 year experience using Zendesk
• Amenable to work in shifting hours
• Willing to work on the weekends
• Part time / contractual employment
• Speaks, Reads/Writes in English and Tagalog
• Previous experience moderating or managing a community is preferred
• Great empathy to really listen to our users, putting yourself in their shoes, and truly understanding the issues so as to resolve the issues to the highest level of satisfaction
• Demonstrates critical thinking and can apply a methodical approach to user problems
• Naturally inquisitive creative thinker, who questions and can ideate new approaches to support issues
• A high achiever with the initiative and drive to iterate on current processes
• A strong sense of ownership of their specialist area

Preferred:

• Familiarity with HTML, CSS and Javascript or the aptitude to learn. If you’ve ever built a website show us!
• Prior work experience with JIRA or Google Analytics