Customer Support Associate

At Webflow, our mission is to bring development superpowers to everyone. Webflow is the leading visual development platform for building powerful websites without writing code. By combining modern web development technologies into one platform, Webflow enables people to build websites visually, saving engineering time, while clean code seamlessly generates in the background. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative. It’s the web, made better.

We’re looking for a Customer Support Associate to help empower our customers to do their best work and make Webflow the best product possible.

ABOUT THE ROLE

• Location: EMEA Remote (UK/Ireland)
• Required time zones: EMEA (UK/Ireland)
• Type: 40 hours per week, Full Time (Saturday - Wednesday)  
• Reporting to the Customer Support Manager

We have ambitious goals for 2023 to continue to build out 24/7 support, so if you have weekend availability we'd love to hear from you. We're looking for candidates who can work Saturday-Wednesday and are currently located in the UK/Ireland. Please let us know your availability in your application!

As a Customer Support Associate, you’ll …

• Provide consistently high-quality customer experiences for all Webflow customers
• Help customers in support queues using applications including but not limited to Zendesk and Jira
• File bugs, troubleshoot issues, and collaborate with the team to provide an excellent customer experience
• Advocate for our customers and work closely with your team and manager to find areas of improvement within our product and services.

ABOUT YOU

You’ll thrive as a Customer Support Associate if you:

• Have demonstrated experience with providing high-touch customer support over email and live chat in SAAS or account/billing customer service
• Have experience with Stripe and/or similar payment/billing platforms
• Are familiar with Webflow's product and capabilities, or have experience with HTML, CSS, and DNS
• Exhibit analytical reasoning and critical thinking skills for account/billing
• Ability to learn new digital tools quickly
• Work autonomously, creatively, and kindly with your teammates while empowering and supporting those around you.
• Practice radical candor with your colleagues to communicate clearly. You can start from the common ground as a great listener and work towards creative solutions with others.
• Advocate for others – including customers and colleagues – and you want to build a career in customer support!
• Have demonstrated written and verbal communication skills in the English language

If you don’t meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements.