Customer Support Advocate

Based in New York but fully distributed, Shortcut builds project management software for software and product teams that people actually want to use—just ask an engineer how they feel about Jira. Thousands of the fastest-growing software companies use Shortcut to plan and build software, including Glossier, Venmo, Dataiku, Scale AI, FullStory, LaunchDarkly, and others.

The role:

Customer Support at Shortcut is part of the Customer Experience team (Sales, Success, and Support) and is all about responsive customer care and proactively reaching out to understand who is using Shortcut and what matters to them most. In addition, it is also about anticipating customer needs, by developing and updating educational material that empowers users to get the most out of Shortcut.

What you’ll do:

• Help customers with workspace management
• Follow up with customers when bug fixes and requested product features become available
• Provide prompt email & community support to customers, guiding them through features and integrations for their use cases.
• Triage and troubleshoot problems with customers, writing and tracking bug reports when necessary
• Work with teammates across a geographically-distributed company to communicate and advocate for customer needs
• Maintain & improve help center documentation

Additionally as needed:

• Create and update internal support resources and documentation
• Assist with projects related to improving our support at scale (content management, community support, social media, etc)
• Real-time chat and/or Discord support for customers in the greater community
• Assist the coverage of our EST hours (10am-6pm)

You should have:

• At least 1 year of experience in technical support; B2B and SaaS product is preferable
• Excellent written communication skills
• Commitment and strong drive to provide delightful, empathetic customer experiences and the tenacity to drive issues to resolution.
• Demonstrated willingness to learn/self-teach new technical skills
• Demonstrated ability to manage competing priorities 
• Experience collaborating with a cross-functional team

Extra credit (nice to have):

• Experience with Zendesk or other CRMs
• Familiarity with project management tools and methodologies
• Familiarity with software development practices
• Basic understanding of git workflows and APIs
• Experience with creating and managing help center content
• Experience presenting materials to customers with videos, webinars, or demonstration calls
• Experience in community support and management

Even if you don't meet all of the requirements listed, we still encourage you to apply. Job requirements are a wishlist, not a checklist, and we're happy to help the right candidate grow into this role - if you're excited about Shortcut, we're excited about you!

What we offer:

Compensation: In addition to a competitive salary, we offer meaningful equity in the company—to offer you ownership in what you’re helping to build.

Benefits: Medical, Dental, and Vision insurance, FSA, OneMedical, Teladoc, Health Advocate, 401(k), commuter benefits

Work-life balance: We also observe 40 hour work weeks without the expectation of after-hours or weekend work. Not to mention: unlimited vacation, 10 company holidays, 10 sick days, and 3 “Dot Days” (bonus days off), community (volunteer) PTO, 12 weeks of fully paid parental leave. 

Learning and development: A $2,000 annual stipend to use toward conferences, educational courses, books, membership fees and more

WFH: We are a fully remote company, and we provide all the equipment you need to work from home in addition to a $350 annual WFH stipend.

Target base salary for this role (based on experience): $55,000-$70,000 annually + target equity + benefits (including medical, dental, vision and 401(k))

At Shortcut, we embrace the different backgrounds, perspectives, and experiences our team members bring to the table.  As a proud Equal Opportunity Employer, we welcome all applicants and teammates regardless of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by applicable law. If you need assistance or an accommodation due to a disability, please contact us at [email protected].