Archives: Trabajos

• You will oversee a team of 3 customer service representatives working from various time zones.
• Manage, inspire, and coach the customer support team striving to give our customers the best experience.
• Participate operationally in the team, supporting with customer inquiries and case management.
• Serve as the primary escalation point for support questions or issues.
• Help define and manage Customer Support OKRs and KPIs that align with the wider company vision.
• Take ownership of team results, and provide daily leadership to achieve department targets. (Ensure Team SLA targets are met and that Customer Effort Survey scores remain high.)
• Facilitate team sessions and meetings.
• Analyze existing processes and ways of working, implement change where necessary, and ensure that the team adopts best-in-practice processes and procedures.
• Monitor the caseload distribution and promote accountability within the team.
• Understand all processes and actively assist with ticket management whenever required.
• Knowing the product inside and out and being up to date with the product features and development.

• You are highly fluent in English, both written and verbal.
• You are fluent in a second language, preferably German, French, Dutch, or Spanish.
• You have excellent communication and analytical skills.
• You are in the EU time zone or prepared to work those business hours.
• Previous experience in Customer Support SaaS and leading teams of remote agents in different locations and time zones.
• Experience dealing with businesses (B2B) – Enterprise customers/accounts.
• Able to manage customer expectations based on different customer tiers.
• Able to manage escalations and have strong problem-solving skills.
• Experience in process review and improvement.
• Previous and proven experience communicating with customers (email and phone).
• Experience/background in 1st line technical support and troubleshooting.
• Familiarity with Google Analytics, knowing how to create a property and what it can track.
• The ability to work fully remote. Be autonomous and take ownership of your work.

• Has good understanding and knowledge of Customer Support SaaS KPI metrics to monitor team performance and capacity.

• You desire to do things better and to improve the world around you.
• You believe that results and impact matter more than hours spent.
• You’re self-driven, and you love the fact that Publitas operates through values & habits such as:
• Honesty
• Respect
• Passion
• Generosity
• Excellence
• Curiosity

• €29.200 – €56.650 gross salary per year.
• 25 vacation days per year and your National Holidays off.
• A contract of indefinite duration.
• Work from anywhere you desire.
• A monthly shared office space/co-working allowance.
• A one-time home office setup stipend.
• A top-of-the-line MacBook.
• Monthly wellness allowance to stay healthy while working remotely.
• Annual retreats in some of the greatest cities in the world.
• Free books in Kindle and Audible store.
• We’ll challenge and support each other through 1-1 sessions to get the most out of your and our potential.

Key Responsibilities

Skills Knowledge and Expertise

Our Stack

About Knack

• You’ll spend some time training and learning our methodology with our Directors. These trainings are typically live remote online trainings, but you may have the opportunity to join one of our in-person trainings in Salt Lake City, USA too.
• After your training, you’ll set your own hours that you’re available to tutor, and we’ll fill those hours for you.
• We’ll provide you with all the materials and support that you (and your students) need to be successful.
• The busiest seasons are February-June & September-November, but its possible to work all year.
• For in-person classes, we’ll fly you to a location, put you up in a mediumly cool apartment, and give you enough money for food and expenses. You’ll teach two consecutive weekends with a break during the week to explore your cool new location.
• Pay starts at $30/hour for remote tutoring and $80/hour for in-person teaching, depending on experience.

• You scored above the 90th percentile on the SAT or ACT. Or maybe you didn’t, but you’re sure you can now (warning: we’ll make you prove it).
• You have a dynamic personality, including such qualities as humor, cultural awareness, integrity, humor, patience, motivation, humor, awesomeness, attention to detail (how many times did we say humor?), and problem-solving skills.
• You’re a bit of a performer and you can command the attention of large, talkative groups of students.
• You can teach. Specifically, you can teach standardized tests with an approach that is anything but standard.
• Youre available to tutor remotely at least 8 hours per week. It’s possible to tutor much more, and students come to us from a wide range of time zones.
• Again, you’ll need to be able to teach in-person at least 6 weeks per year.
• Did you go to a prestigious university? Cool. A lot of parents care about that sort of thing.
• You are legally authorized to work in the U.S.A. Sorry, but we can’t be too flexible with this one.

• Define and work on Circle’s internal tools focused roadmap
• Ship often and ship with care
• Improve the quality of our codebase and identify architectural deficiencies in your product area
• Engage in considerate, but robust, PR reviews with Circle’s engineers
• Lead and mentor the internal tools engineering team
• Work closely with Circle’s co-founders and designers throughout the feature spec + design process

• Significant experience working with Ruby on Rails and general familiarity with React
• Experience working with complex user interfaces and API design
• Strong judgement and attention to detail when it comes to architectural, product, design, and process decisions. Your judgement should inspire a high level of trust within the team.
• A desire to work in an environment which values speed of iteration and individual autonomy
• (Ideal) 1-2 years of experience working on internal tools and / or using tools like Retool

• AWS Expertise
• Terraform expertise, or extremely strong expertise with similar infrastructure-as-code tooling and confidence to come up to speed with terraform quickly
• Ability to write and deploy internal-facing tooling such as self-serve infrastructure dashboards for setting up new environments, metrics etc, in a language that you are comfortable with
• Willingness to be on-call Monday-Friday 8am-6pm Pacific around 50% of the time, arranged flexibly, and the ability to design and manage an infrastructure such that needing to actually be called for an incident is rare!

• We use Ruby and Elixir, so knowledge of or interest in these would be helpful.
• Experience working within life science or another regulated industry.
• Experience working within a distributed team
• CISSP Certification and Security Experience

• Required technologies: React Native,  JavaScript and/or TypeScript
• Bonus points: Redux; GraphQL and/or REST
• Top technical skills for your level of experience:  Intermediate or Senior preferred
• The soft skills to work remotely. Strong individual contributor, strong communication skills.
• Passion for remote work. You understand the pros and cons of working remotely.
• Good English language skills to work as part of an international team.

• Work from anywhere you want.
• Competitive compensation based on your skills.
• Work in a team with other top developers.
• Make a difference.