November 9, 2022

Enterprise Support

Remote (preferably between GMT-4 and GMT+4 hours)

At Turn.io our vision is to make effective human support accessible to vulnerable people everywhere.

We're developing a web application that allows social impact organisations to have private, personal, guided conversations on chat to improve lives at scale.

Turn is a web application that makes it easy for social impact organisations to:

  • Learn from the world’s best impact services
  • Setup and run an impact service themselves
  • Track the impact of their chat service in real-time

We work with small and large non-profits, social enterprises and governments who are all trying to change the world for the better, using our product. We are looking for additional Enterprise Product Support to help us scale our impact. This role requires you to have a deep understanding of our product, and a good technical grounding so that you can support our customers in making the best use of the product and answer as many technical questions as possible before escalating to our Product team. If you have an analytical, troubleshooting mindset and enjoy engaging with clients, we’d love to hear from you.

Terms of hire: Full-time role

Salary: Competitive

About you

  • You have at least 2 years technical experience with preference given to expertise in Python, Javascript, React, GraphQL, PostgreSQL, Elixir or other similar technologies.
  • You have experience of software support.
  • You have excellent technical skills and love to automate and systemise how things are done.
  • Scrum master experience or other relevant production experience in an agile environment.
  • You have excellent written communication skills.
  • You have good planning and organising skills.
  • You are a resilient and flexible person.
  • The ability to communicate in another language (particularly Spanish) would be very useful.

Your responsibilities

  • Be the first line response to all support queries, solving as many queries as possible yourself before escalating to the relevant team member with a clear brief on the support that is needed from them.
  • Collaborate closely with the Product Engineers to ensure that you keep up to date with the product roadmap so that you can introduce new features to our customers when they’re ready for launch.
  • Share feedback from customers with the Product Manager as these may help to improve the product going forward.
  • Work with the Business Development team to provide training support for new customers.
  • Provide QA support on new product features.
  • Support the Product Manager with running effective backlog grooming, stand-ups and sprint planning to ensure that product features are delivered according to the roadmap.

That said, the nature of a startup dictates that roles often cover a lot more ground than the job specification suggests and as such we prefer versatility over specialists. This is an exciting opportunity for the successful candidate to join a funded startup in its founding years and experience and shape the growth of a product first hand.

About Turn.io

At Turn.io, we want to make effective support accessible to vulnerable people everywhere so we’re on a mission to encourage and enable social impact organisations to amplify their impact through chat. 

Our SaaS chat product makes running a chat support service easy, and our active community means organisations can learn from the world’s best impact services, and showcase their work. We support over 200 of the world’s leading social impact organisations including the World Health Organisation, the Ukraine State Emergency Services,  UN Refugee Agency and Sesame Workshop

We’re a small, asynchronous team spanning from Colombia to India so if you’re comfortable working remotely and are excited about the impact of our work, we would love for you to apply.

Interested? Send your CV and cover letter to Helen@turn.io

Apply