Hi there! Thanks so much for taking this step to get to know us and for inviting us to get to know you better. We are currently looking for an experienced Happiness Hero who is based in the time zone UTC-5 (EST).
What We’re Looking For
An ideal candidate will have at least 2 years of experience providing support in a SaaS environment, and work primarily from a UTC-5 timezone (EST).
Other attributes that we think might create a great fit:
- You have experience working on technical issues, troubleshooting bugs, and communicating with engineers.
- You’ve actively been using Social Media for several years.
- You have consistently been using Buffer for at least 3 months and have strong familiarity with the product.
- You love helping customers over email, Twitter, live chat, and anywhere else you meet them.
- You’re passionate about customer support as a career.
- You’re familiar with and have enthusiasm for customer happiness blogs and books.
- You have excellent spoken and written English skills. (Bonus if you are conversational in any other languages, too!).
- You have a desire to work in a fast paced environment that changes often.
- You have deep empathy towards users and you thrive on making customers feel empowered.
- You’re curious and comfortable with new technologies and you love learning new tools.
- You find joy in working with customers to solve something, together.
- You thrive on working in a team environment.
The Buffer Happiness Team
Our Happiness Team works to delight customers as creatively as possible over email, Twitter and everywhere else our customers are. We're always seeking to better understand and define what it means to deliver great support. At the core, we believe that fast, comprehensive, and personal replies inherently make people happy.
We hold ourselves to a high standard, and we are continually evolving our goals. There's a high level of accountability and drive toward metrics on the Happiness team and we have regular conversations on how to keep improving.
We work toward these goals by focusing our efforts within the Happiness team; we separate into an email team, a twitter team, escalated cases, and more. This means each area approaches customer service from a unique angle, though we share common philosophies and knowledge.
We stay in close contact over Slack, Zoom, and in-person retreats, where we gather to work together somewhere in the world. We also geek out on constantly improving Buffer by collecting feedback from customers and collaborating with product folks, engineers, designers, and marketers in the same areas to build things with the most impact.
We also strive for that great balance of being a team that feels like a family. That means we share feedback regularly, support each other's self-improvement efforts, and take mistakes as opportunities to learn together!
To make our customers even happier, we need to keep learning and growing as a team. That's where you come in!
Buffer is an equal opportunity employer! We're united by Buffer's values, and we celebrate our unique differences.
What We Value
Clear communication, transparency, open-mindedness, empathy and patience are just a few of Buffer's cultural values. We are looking for a person who understands this culture and will thrive within a team of people passionate about self-improvement, honesty and openness. Here's a guide on how we strive to communicate with customers.
With a quickly growing team, we find it helpful to make sure that, after the interviews are over and you're getting your hands dirty, it still feels like a great fit. To do this, we have a 45 day contract period where you'll have three buddies to learn about Buffer culture and the Happiness Hero role. Like most things at Buffer, this is continually evolving. Here's what the current timeline typically looks like.
Where You'll Work
You will work in the place in the world that makes you happy, that inspires you daily, and helps you to become the person that you wish to be. You will work with team members scattered around the world and across time zones to build a better culture and product. As for the different Happiness areas, new heroes will join an area based on area need, timezones, personality and experience. More about how we work remotely See where the Buffer team is now
Perks and Benefits
We hope that you're excited by all the possibilities that come with working at Buffer! In addition to our unique culture, we also offer these fun perks and benefits:
Get hooked up with a Macbook to do your best work.
Free Books (and Kindle)
We'll send you free books and Kindles, no questions asked.
Join us on annual international company retreats! Our last retreat was in Waikiki, Hawaii!
Live and work from wherever makes you the happiest!
Unlimited vacation! Our only policy is that you take time off.
If your family grows during your time at Buffer, we recommend taking anywhere from 1-3 months of family leave, regardless of when you joined.
Still reading? We want to hear from you!
We'd absolutely love to hear from you if this feels like an amazing fit.
If you silently shout "YES!" to some or all of the points below, please get in touch!
- Have at least 2 years of customer support experience in a SaaS environment. Definitely! Not quite yet
- You feel comfortable trouble-shooting support tickets and working with both engineers and customers to resolve technical issues. Yes! Not so much
Are a long-time Twitter and Social Media userSounds like me! Not quite yet
Have used Buffer consistently for at least 3 months.Sounds like me! Not quite yet
You love helping customers over email, Twitter, live chat, and anywhere else you meet them.Oh yeah! Not quite
You feel super passionate about customer support as a career and are seeking to grow and develop on that journeySounds like me!
Feel excited about working on a close-knit team that shares values of positivity, self-improvement, a bias toward action and radical transparency (among others!).You betcha! Not quite
Regularly pore over customer happiness blogs and books.Very regularly! Not that often
You speak and write excellent English. (Bonus if you are conversational in any other languages, too!).I do! Not quite