February 9, 2023

Product 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.

The Product Support role requires you to have a deep understanding of our product 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 development team. We also want you to share valuable customer feedback with our team to help us improve the product. 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

Product Support at Turn.io is passionate about helping our customers and creating efficient systems to do that best. Your day-to-day will include solving queries, communicating with customers and collaborating with the broader team. But most importantly, every day your support work will be helping us to deliver personalised chat support to vulnerable people globally.  

  • You are excited about using your skills to have a positive social impact.
  • You have good planning and organising skills. And love to automate and systemise how things are done. 
  • You have experience with software support.
  • You have excellent written communication skills.
  • You have at least 2 years technical experience with preference given to expertise in Python, Javascript, React, GraphQL, PostgreSQL, Elixir or other similar technologies.
  • Experience with working in an agile software development environment.
  • You are a resilient and flexible person, and are excited to work in a small, remote team with a diverse and global customer base.
  • The ability to communicate in another language (particularly Spanish) would be very useful.

Your responsibilities

  • Be the first line response to Turn 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.
  • Contribute and maintain our Knowledge Base that enables customers to get support via self-service. 
  • Work with the Business Development team to provide training support for new customers.
  • Provide QA support on new product features.

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 versatilists 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 ServicesUN 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? Apply with your CV and cover