10,000 Foot View
- Hours and schedule: 15 hours/week to start (we’re open to expanding the role to full-time for the right candidate). You’ll have lots of flexibility in which hours you work.
- Compensation: $30/hr
- Location: Work from anywhere (RescueTime has been all-remote since before Covid)
Here’s what your average day will look like:
Having successful customers isn’t just important to our business, but is a core part of the value RescueTime brings into the world. As a tech support rep, you’ll help smart people do more work that’s personally meaningful and important to them. It’s fulfilling but also demanding.
Responsibilities
- Respond to support requests from our customers via our help desk platform, phone, live chat, and occasionally social media.
- Pay attention to customer feedback and work directly with the rest of our CS team to improve our processes and product. Our customers have a lot to say and we need to absorb it.
- Track customer support effectiveness by developing systems to help us understand how we’re responding to customers and track areas where we can improve.
- Work closely with the engineering team to solve bugs and system issues affecting users.
- Create and maintain our user knowledge base.
Who’s a good fit for this position?
- Getting to the root of a customer’s problems and finding solutions that make them smile
- Learning and mastering new software
- Speaking up and being a part of a collaborative team
- Being focused and efficient–support requests can occasionally pile up and we’re looking for someone who is organized and cool under occasional pressure
- Finding more efficient ways to help our customers whether that’s through live chat or developing a library of templates for the most common customer issues
You’ll need these qualifications
- 2 or more years of experience in a customer support/success capacity (ideally with lots of written and online interaction).
- You’re a pro at diagnosing peculiar software issues and helping less (and sometimes more!) technical folks navigate their way to success.
- A proven track record of efficient written communication
- An even and cheerful temperament.
- A fast and reliable internet connection, a quiet place to have occasional video calls, and a solid desktop/laptop computer (Mac or Windows).
It would be great if…
- You’re excited about personal development–stuff like Fitbit, RescueTime, etc.
- You are genuinely interested in fiddling with technology–software, hardware, mobile, desktop, you name it!
- You’re a RescueTime user (or you are at least familiar with it)
- You’re familiar with any of the other tools we use, like Slack, Google Docs, Help Scout, and Coda.
- You have a keen interest in software usability.
- You know how things work on social media (Twitter, Facebook, Reddit, etc) and have an interest in marketing and community management there.
We are committed to building a diverse and inclusive team
How to apply
Please include a PDF resume or link to an online profile (LinkedIn) as well as a brief description of your most relevant experience. Also, be sure to tell us a bit about your availability. When can you start? Are you interested in part-time or full-time work?
In addition to the standard stuff, please tell us the following:
- What new software have you used over the past 5 years that has changed how you work?
- If you were a CS rep at RescueTime and a customer requested a new feature that was on our roadmap, how would you reply?
- What unusual qualities do you have that would make you stand out from other people interested in this position?
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