Hornet Networks is hiring a

Customer Support Advisor

San Francisco, United States
Contractor
Remote

Hornet is the industry leading gay social network with over 19 million downloads; 3 million active users and a cutting edge product across iOS, Android and Web. We are looking for an amazing customer service advisor for a customer-facing role where you'll be answering our members' email enquiries. Native level fluency in a 2nd language would be a distinct advantage.

You must be able to write in English to an extremely high standard. We cannot stress this enough! If you are offering a 2nd language, in addition to English, you must be able to write in that language to the same level. You will often be writing in English to users whose first language is not English. You will be able to easily adapt your writing style to suit those circumstances. You are someone that really cares deeply about providing great customer support, and you’ll have prior experience of that. At least 2 years in a call centre or contact centre. You’ll also be interested in technology and be proficient in using and troubleshooting mobile apps. Prior experience in technical support would be a great help. Prior experience of Hornet is a must.

The Customer Support Team at Hornet is a great team to work in. We are a friendly bunch, working hard and helping each other deal with the demanding workload. Team work is essential and requires organization, focus and ownership to respond to the varied customer issues and avoid duplication of work.

This is a tough job. It is not suitable for a person looking for a part time job. 

Responsibilities:

  • Responding to customer’s emailed support enquiries.
  • Managing user reports (investigating profiles and handling complaints)  
  • Creating FAQs

Requirements:

  • Native level fluency in English.

  • Excellent written communication ability.

  • 2 years experience in a customer support role.

  • Positive outlook and ability to empathise (but you’ll need a thick skin!).

  • High level of technical ability and knowledge of apps.
  • Great team-worker.

  • Access to web, an android device and an iOS device.

Location:

The Hornet Team is distributed around the world, so you’ll be working remotely like the rest of us. All you need is a quiet place to work, with a reliable and fast internet connection. You will be using your own computer equipment. You will need a computer - either desktop or laptop. A tablet device is not acceptable.

Position:

The role is for an independent contractor. Compensation will be based on a fixed monthly salary. You can expect to work approximately 40 hours per week.  This will include weekend work. Hours can be variable depending on volume of requests and the needs of the business. 20 paid vacation days per year, rising to 25 in 2nd year.