About Us:
• We consider customer support vital to creating a great product. The issues and questions our customers bring us shape every project we take on, so everyone on our team contributes to supporting our users. This keeps us closely connected to our customers and helps us stay informed about our product and how it is used.
• We are dedicated to diversity and inclusion. We want every team member to feel safe, comfortable, heard, and valued at work.
• We are self‑funded. We focus on growing responsibly and finding creative solutions within our means. Our goal is to build a useful, accessible product based on customer needs rather than investor demands.
• We believe remote work is the future. Working remotely lets us collaborate with people around the world. We recognize that everyone has their own approach to getting work done and trust our team to manage their time within their scheduled hours, while keeping in mind that support includes time‑sensitive tasks.
• We value quality over quantity. We don’t rely on metrics or KPIs to measure team success. Productivity and response times matter, but providing outstanding support and empathy to our customers comes first.
• We are generous. We learn from one another every day, and many decisions are made collaboratively, drawing on the experience and insight each person brings.

About the Role:
• This is a full‑time customer support position, with most communication handled through email.
• This is not a typical support job. Order Desk is a technically advanced and highly customizable app, and it takes time to become proficient. Our support work requires experimentation and creative thinking, since each customer comes to us with unique challenges. A typical ticket here is comparable to an escalated ticket elsewhere. If you enjoy problem‑solving and are naturally curious, this role is a great fit.
• We are committed to removing structural barriers in our hiring process and promoting fair hiring practices. Women and underrepresented minorities are still underrepresented in our industry, and research shows they often refrain from applying unless they meet every requirement. If this role aligns with your goals and you meet most of the qualifications, we encourage you to apply.

About You:
• You love reading and have excellent analytical and writing abilities.
• You see obstacles as challenges to solve rather than barriers.
• You’re comfortable asking questions, admitting what you don’t know, and viewing gaps in knowledge as opportunities to grow.
• You can quickly learn and navigate new software.
• You thrive in a self‑directed, remote work environment.
• You value a balance of fun and professionalism.
• You enjoy collaborating and sharing ideas, insights, and problem‑solving approaches with a diverse team.

Requirements:
• At least 2 years of email‑based customer support experience in SaaS or a combination of technical and writing experience. Experience in e‑commerce or remote work is a plus.
• Strong background in troubleshooting complex software problems.
• Experience with research, data gathering, and data analysis.
• Ability to clearly explain technical concepts in simple terms and a desire to meet customers at their level of technical understanding.
• Experience scheduling appointments and making follow‑up calls to guide and onboard new users.
• Fluency in written and spoken English.
• Availability to work permanently within US Pacific Time hours of 9am to 6pm, regardless of your location.

Preferred Skills:
• Experience troubleshooting APIs, JSON, and interpreting application logs.
• Good understanding of data transfer protocols like SFTP and FTP.
• Experience working with rule‑based automation.

Benefits:
This is a full‑time role with a salary of $55,000 USD per year.
International team members are hired as contractors but are considered full‑time, permanent employees.
Non‑US employees are responsible for their own taxes and statutory payments.
All team members receive 3–4 weeks of flexible paid time off per year, six paid national holidays, access to wellness and health services, a technology upgrade program, and profit‑sharing. When the company succeeds, we all benefit.
We meet once a year for an in‑person company retreat.

To Apply:
We don’t require a cover letter; instead, please focus on answering the listed questions. The application process includes:
1. Application questions
2. Follow‑up questions
3. Skills test
4. Video response
5. Interview(s)

If you advance to the next stage, we’ll reach out with further instructions.
The full process usually takes around four weeks. We appreciate your patience and will respond to everyone who applies.