Why are we opening this position?

GitBook is a modern documentation platform. Our ambition is to empower teams through a new document standard, suited for modern work and collaboration. GitBook is now used by over 2M users and thousands of teams such as Adobe, Snyk, Apple, or Google and backed by top partners such as P9 Capital, Notion Capital and Fly VC.

With this in mind we’re looking for a second Support Generalist in Europe to help us build a reliable product thanks to continuous improvements arising from delivering an outstanding support experience to our users.

What will you be doing?

As a Support Generalist you’ll join our growing support team of empathic folks: Marcia (Support Generalist), Sarah(Support Generalist), Steeve (Developer Support Engineer) and Petros (Head of Support).

Our ambition is to provide an exceptional world class support to our users. By joining our team early on you’ll have a chance to shape how we do support together.

On a daily basis, you will have a direct impact on our users. You will provide support to our customers using an email based helpdesk app. We use Help Scout nowadays. You will spend 80% of your working hours triaging incoming support requests. And answering what you can answer. We want to maintain healthy levels of first response time and customer satisfaction. You will also capture and categorize feedback, feature requests, and sometimes bugs. You will stay informed of what is flowing in and let users know if they report a known issue. You will also spend 20% of your time outside of the queues. For example, improving our public documentation. Or acquiring new skills. And, in general, participating or leading initiatives tied to our objectives.

Real samples of day-to-day support requests

I need you to refund me because XYZ.
As I was writing something I lost my changes. Where are my changes?
Can I edit content in Markdown?
What’s the best way to organize my documentation when I have multiple versions?
How do I change the logo of my docs?
Can I set up a custom domain? How?
Why XYZ isn’t working the way I expect?
Something is broken? Here are the steps.
Can I use SSO?
Can you cancel my subscription?
How can I delete my account?
How can I create a new organization?
Git sync is broken! Please help.
I can’t log into my account.

You will be valued for your

stellar communication skills in English, both written and spoken
genuine compassion and empathy towards users
strong willingness and passion for helping others
past experience working in a SaaS company
ability to understand if something is a bug and report it properly
experience capturing feedback and communicating it to product teams
ability to thrive in an asynchronous and remote working environment
attention to detail, organizational skills, and amazing time management skills
ability to manage and prioritize a wide range of support requests at various stages
ability to quickly adapt to changing priorities and incidents
positive energy ☀️

Every single team member is a value addition to our culture, so it’s important for us to state our values.

We encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we are eager to further diversify our company. GitBook is committed to building an inclusive, supportive place for you to do the best work of your career. We are not looking for people who share our beliefs about what great customer support looks like, but can also bring their own views and make us better.

While joining GitBook, you will also appreciate our Perks & Benefits.