Laurel's Mission to Return Time:
We're a team that is connected by time. Life has taught us its true value and finite nature. We value every minute and are on a mission to return time. And we live and breathe that mission in everything we do — from how we build our product that saves our customers time to how we operate as a company.
Come work with a team that's intelligent yet humble, visionary yet gets things done. A team that's only getting started at cracking a problem that affects every person who uses a screen to work.
Come build a company that will stand the test of time as we look to understand time itself.
We all waste a staggering amount of time at work (~33%) because we have no idea where we are spending it. Worse yet, we continue to operate in a factory model that simply does not apply to creative work. Our big bet is that by understanding time, we'll be able to move away from it as a unit of value. In the future knowledge economy (lawyers, accountants, engineers), contributions will be assessed on value added, not the underlying time spent adding it.
Ambitious mission to say the least, so where are we starting? We have created a new market category called Time Automation that automates the timekeeping process for professionals and allows us to collect time data at scale. Before Laurel, professionals had to manually record every six minutes of their day into antiquated timekeeping software. Not anymore. We are moving away from a world in which humans tell a machine what they did at work, to our version of the world in which the machine tells the human.
We are looking for individuals who share our passion of returning time. Come join us on our journey as we spend time solving time. It will be a long road but if we're even half right, we'll change the way work is measured and performed forever.
About the Customer Support Associate role
The Customer Support Associate will play a critical role in supporting Laurel's U.K. and U.S. East Coast-based users. This person will deliver a superior experience to these users by helping them work through technical issues, learn how to use our product, and escalate their feedback to our internal team. The ideal candidate has tech startup support experience, takes an extreme ownership mindset, and is excited to spend the bulk of their time working on the front lines with Laurel's users.
Core duties
* Becoming an expert on the Laurel product.
* Responding to and resolving inbound customer support inquiries in a timely, professional, and authoritative manner during U.K. core business hours (9am-5pm GMT). This includes:
o Doing first-line technical troubleshooting and problem-solving to resolve basic customer issues.
o Thoroughly documenting technical problems that users are encountering, and escalating them internally as-needed.
o Educating customers about our product.
* Independently staying up-to-date on product changes.
* Thoroughly understanding customers' needs and preferences, and articulate these internally on an as-needed basis.
* Contributing to strategic projects in Customer Support on an as-needed basis, including Help Center articles, internal documentation, and customer education initiatives.
You will thrive in this role if you
* Are able to cover U.K. business hours (9am-5pm GMT), and are willing and able to travel to meet customers in-person on an as-needed basis.
* Have 3-5 years of experience providing customer support in a software environment.
* Have superior written communication skills – you are an excellent "explainer."
* Have superior problem-solving skills.
* Have a proven track record of driving high customer satisfaction.
* Have a proven track record of working efficiently and setting appropriate priorities independently.
* Have a proven track record of building strong working relationships with colleagues in a remote environment.
* Are comfortable in a low-context, fast-moving environment.
* Are a self-starter who requires minimal supervision. Your direct manager will be working East Coast hours in the U.S., so you will be without direct supervision for ~50% of your workday.
* Are excited to remain an individual contributor for the foreseeable future.
Flexibility and logistics
* Location: This team member must be located in the United Kingdom, and be willing to eventually work hybrid 3 days per week from an office in London. We may consider exceptionally qualified remote candidates based in the United Kingdom on a case-by-case basis who are willing to travel to London periodically for in-person meetings with customers and team members. You must be willing to interview in-person with a member of our team who is located in London.
* Work times: This team member will work 9am-5pm GMT. These hours correspond to the working hours of our U.K and U.S. East Coast-based customers and as a result are not flexible. It's also important to note that this team member may be asked to work some holidays on a rotating basis.
* Compensation: Competitive salary, generous equity, supplemental benefits. For candidates based in London, we expect the compensation range to be £58,000-81,000 GBP annually, depending on experience and level. Final compensation amounts will be determined based on several factors including candidate experience, qualifications and expertise and may vary from the amounts listed.
* Flexible time off: Laurel has a flexible Paid Time Off policy and we encourage our team members to take time off regularly to rest and recharge. Because you will be working on a small team, you will be expected to thoughtfully coordinate time off with your manager and teammates.
Not sure if you meet the qualifications? Keep reading…
At Laurel, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge the status quo. If you're interested in joining us on our mission to return time, then we encourage you to apply, even if you don't perfectly match every single bullet on the job description. We promise to review your application. Laurel is an equal opportunity employer, and we celebrate diversity and are committed to creating an inclusive environment, free from discrimination or harassment, for all employees.
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