Yoast is growing rapidly, and because of that, we’re looking for a freelance Support Engineer. Currently, all support at Yoast is in English, but we see a growing demand for support in other languages. So if you’re fluent in a second language (preferably Spanish or German), that’s a pro!
You're experienced in customer support, and love doing it. Helping people is your second nature and you're well aware that not everyone is as skilled as you are. Your goal in every conversation is to help the customer reach their goal. Besides, it is important that you process the question or request the first time right. Even if this requires research and learning on your side. You realize that you're the face of Yoast, and know that people love smiling faces. You can express your smile in your written communication because that's what you'll be doing at Yoast. Forget that charming phone-voice, it's all about email here! You've got an eye for detail. Information that's well hidden between sentences doesn't stay hidden for you, and you care about every dot and comma in your replies.
Email support. You'll be answering questions over email, using a system called Help Scout (it's actually pretty awesome). You'll also have access to our knowledge base, internal support channel on Slack, GitHub/Jira, and testing environment. Of course, you'll be paid a decent hourly rate, we'll try our best to teach you everything we know and you've got the best colleagues. You'll find yourself in a friendly, slightly competitive environment, where customer satisfaction and personal growth are key.
The application process consists of three, maybe four, parts: an introductory job interview, one or two practical interviews, and a final meeting. These steps might take place on multiple days. A social media screening might be part of the procedure.