Overview

 At ReadCube – Customer Experience Specialists play a key role in our success as a company. As the first point of contact, a perfect candidate must aspire to be a fantastic advocate for our users, delivering superior service and helping design the best support policies and processes possible.

A strong work ethic, communication skills, technical savvy and high levels of empathy are paramount to this position. We’re a rapidly-growing venture-backed start-up, so your job will be fast-paced and constantly evolving. We want someone who is ready to take on a variety of responsibilities while simultaneously executing at a high level on tough service issues.

You:

  • Want to join a fast-paced start-up company and feel the rush of making the difference in the world.
  • Have a talent for explanation, and can convey ideas in concise ways that are immediately understandable by others.
  • Love PC and Mac users equally and are willing to help them circumnavigate any technical issues they encounter.
  • Have smarts, drive, and a love of efficiency.
  • Have a great attention to detail and are very organized and self-motivated.
  • Are capable of keeping track of many different threads at the same time and create priorities.
  • Relate well to people, and believe that compassion and trust build good customer relationships.
  • Are not easily frustrated and are a strong problem solver.
  • Pick up new skills quickly and tend to find ways to improve on existing processes.
  • Ideally have previous experience with customer support and technical troubleshooting.
  • Keen to learn new skills and have big ideas

On the job, you will:

  • Be the resident expert for all the ReadCube products inside and out.
  • Respond to, troubleshoot and solve support inquiries via email, online helpdesk and social media.
  • Become a detective when investigating user issues – you’ll need equal parts tech savvy, creativity, and patience.
  • Be proactive in offering thoughtful, strategic insight regarding customer needs to our product, marketing and technology teams. You are the closest person to the users, so you are their voice!
  • Continue to build ReadCube’s knowledgebase of online tutorials and FAQs.
  • Hold online demos and webinars
  • Communicate with the development team to report bugs and help test new features before launch – we iterate a lot!
  • Most importantly, be ready to leave ReadCube users stunned by the quality of our support!

We:

  • Have an awesome product. ReadCube started as a research management tool for scientific and academic literature, and has grown to become (what we think is) the world’s best platform for discovering and consuming research.
  • Work hard because we love what we’re doing – continually iterating, aiming higher and challenging ourselves to make ReadCube better each and every day.
  • Have a blast at work – collaboratively tackle anything getting in our way, enjoy random acts of team-wide fun, awesome coworkers and an impressive array of in-office snacks
  • Are funded and backed by an industry leader.

Experience:

  • 1 year in software customer service

If you don’t have formal experience – but think you’d be a perfect fit for this role – tell us why in your cover letter!

About ReadCube

 ReadCube is a free, cross-platform reference manager designed to make your research literature more organized, help you read more effectively, and allow you find new research faster.

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