Column is looking to hire a full-time Customer Support Associate to join our customer support team. As the Customer Support Associate, you will provide customer support as we rapidly onboard new publishing partners and support their ingestion of public notices from the communities they serve.

You will be responsible for directly supporting advertisers and publishers as they use our product, conveying support insights and feedback to our product team, developing content for our Help Center, and working collaboratively with members of the support team to identify opportunities for enhancing user resources.

What You'll Do

First Week: You will learn about Column's mission and vision, seek to understand our existing sales and account growth process, and begin meeting other folks on the team. We're a small company that's growing quickly, so interpersonal rapport is essential.
First Month: You will develop a comprehensive knowledge of Column’s product and the user personas who utilize it, Master the various tools and software used in daily support tasks, and Build a thorough understanding of the local news industry and the unique challenges that our publishing partners are seeking to solve.
First Six Months: You’re consistently performing support responsibilities without guidance or assistance while meeting or exceeding performance expectations (maintaining an average of at least 8 support requests addressed per hour and an average CSAT rating of at least 90%).
First Year: Identify and prioritize problems, develop several proposed solutions, and work with team members to own the execution of these solutions. You will be an impactful member of a support team at a rapidly growing tech start-up that believes we have the potential to be a once-in-a-generation company.

Our Ideal Candidate

You have experience in a client-facing role where you directly supported individuals in using a product or tool.
You have experience working with digital tools and adapting to new technologies.
You have experience collaborating with members of a team to accomplish common goals.
You have experience translating customer feedback into actionable insights to grow a product.
You're looking for a remote-first role working with wildly talented people who care about their impact on local communities
You might be a recent college or Bootcamp graduate, returning from a teaching or volunteering abroad, or exiting the armed services — no matter what, you have high potential and are willing to put in the work to enter or transition into a career in tech sales
You're a naturally curious person with experience with or interest in Column's market, our mission, and our work
You possess the strong, active listening, written communication, and organizational skills needed for customer-facing work
You are an optimistic person who is committed to overcoming challenges to make positive contributions to customers' lives
You have a strong desire to exemplify our operating principles — be worthy of trust, do the hard work, never stop learning, intentionally build community, and tell a better story
You have grit and really want to work with us — if you do not resemble our ideal candidate, tell us why you'd still be a great fit for this role in an optional cover letter

Compensation and Benefits

Column is built on the belief that important information should be accessible to the public. As such, we work hard to model this behavior for potential Columnists by including our base compensation in all job descriptions and making our full benefits accessible online.

Base salary of $54,000, plus stock options and 401k plan with a 5% match
Healthcare, vision, & dental coverage for you and your dependents
Unlimited (and encouraged) paid time off, and 16-weeks paid parental leave
Multiple stipends for you to invest in a home office setup and pursue wellness activities that make you feel healthy and whole

About Column

Column is the first collaborative public notice platform helping publishers, governments, and legal services work together to inform their communities. We are a remote-first public benefit corporation with an in-person headquarters in Miami, FL.

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