People join New Story to do the most impactful work of their career. Read the full description here.
About the Job
Fundamentally, this job is about making our customers successful. You’ll work to onboard and support them through video, email, phone, and the occasional in person visit (ready to visit Mexico?!).
Your first order of business with a new customer will be to understand their current process, constraints, housing operations, and goals. From this you’ll work to bring them and their processes, data, and operations into our product. The onboarding process will require use of your investigative skills along with empathy and detailed communication. Ultimately, you’ll become an expert of our product and know exactly how to take a customer from step 1 to success.
Customers who have already onboarded require support. You’ll provide responsive support and create help documentation so that when you aren’t available the customers can still read help videos and docs. As new features are built for the product you’ll update help documentation and update/onboard existing customers to these new features.
In addition, you’ll work with our engineering team to level up our product by owning our Quality Assurance (QA) process. You’ll investigate our newest features and try to break it whether that’s on the web or mobile. Don’t worry the engineers will actually love you (not hate you) for breaking what they’ve built. And for clarity, you won’t have to get into any code for the QA process.
As you learn more about New Story and our product you’ll fully own the onboarding, support, and QA processes.
We’re aware that at some other companies this is a multi-person role. Someone owns onboarding. Someone else owns support, etc. New Story will eventually get there as well but this role requires a generalist who can work in many worlds. It’s a ground floor role that will allow you ownership, autonomy, and mastery.
- You’re a generalist
- You’re very detailed oriented
- You’re a problem solver
- You love supporting people
- You’re an excellent verbal communicator
- You’re a strong writer and enjoy writing
- You have technical knowledge of both the web and mobile. For example, you know how to clear cache and cookies in order to troubleshoot.
- You speak Spanish at a professional/fluency level (required)
- You speak another foreign language (nice to have)
- You’re open to spending multiple days in country with customers in Latin America once or twice per quarter
People join New Story to do the most impactful work of their career. We hope you’ll join us → click here to apply. We’re accepting applications until Sep 20, 2019. Once we received your application we’ll let you know we’ve got it. After that, you probably shouldn’t expect us to reach out until the application deadline has passed. We desire to give everyone a fair review.
To apply for this job please visit jobs.lever.co.