Job description

You will be directly communicating with Wooting's customers to complete a wide range of support requests via email. These include: investigating and following up on shipping cases, processing returns, and working with customers to ensure shipping addresses are accurate and deliverable. Your role will require a strong attention to detail, a process-oriented mindset, and the ability to work across numerous different internal and external systems.

When customers reach out needing assistance, you'll be responsible for getting them the support they need in a helpful and informative way. All of the processes have clear standard operating procedures (SOPs) that must both be followed rigorously, as well as effectively communicated to the customer.

You will not be working alone, but instead with a team of passionate people from diverse backgrounds will support you in solving inquiries and help train you on our products, our processes, and most importantly our company culture. Together, you'll help ensure that the entire customer experience runs smoothly, efficiently, and transparently.

This job listing is specifically focused on "customer support" over "technical support." Depending on your particular skills, preferences, and personal development goals, this entry position can grow into either a process management role or into a technical support expert role.

These tasks can all be completed from the comfort of your home. While our company is based in the Netherlands, our employees mostly work remotely, with flexible work hours.

Relevant tools we use

• Virtual office for voice communications on Gather
• General and project communications on Slack
• Company Wiki, project- and task-management on Notion
• Customer support tickets on Helpscout
• Community support tickets on Discord

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Job details

• Handle a wide range of customer support tasks
• Coordinate with fulfillment and return centers to ensure efficient case resolution
• Answer inquiries from customers located worldwide in written English
• Critically review Wooting's processes from a customer's perspective and how we can support them
• Frequently collaborate with your colleagues to solve support requests and create more efficient workflows

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Skills required

• Familiarity with electronic consumer products
• Detail-oriented and process-driven mindset
• The ability to work across multiple systems
• The capacity to manage your own time effectively
• English: fluent speaking, excellent writing
• You can craft personalized and highly nuanced emails describing complex systems (example: parcel shipping logistics)

Optional skills

• Technical support in consumer electronics
• Technical writing skills

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Expectations

• Empathy for customers seeking solutions
• Effective written communication skills
• Capability to work remotely from home while effectively managing your time and communicating with your team
• Customer Service team is centralized in CET (Amsterdam local time). Your working hours are flexible but require at least 2-4 hours of overlap with your team. There are 2 mandatory slots on Mondays and Thursdays for team gatherings.

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Remote work/geographical

• Located anywhere in the Netherlands, Germany, or Denmark
• Fully remote working environment

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Salary and benefits

• Full time 36 hours
• Salary of €2300-€2700 (based on experience)
• Budget for purchasing office equipment
• Budget for working outside of home if preferable, such as coworking space
• 25 paid holidays per year
• You can freely arrange days off as long as you assure close coordination with the team and your own ability to keep up with work

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How to apply

Please fill in the form below. For the cover/motivation letter, please answer these two questions:

1. What makes you interested in working at Wooting?
2. Can you share one recent project that you are proud of? This can be a work or hobby project.

Any application that doesn't answer the above two questions will be automatically rejected.