Customer Support Specialist

Marco Polo is a video chat app created for one simple and significant purpose—to help people feel close.    At Marco Polo, we take pride in providing a joyful customer service experience. When members of our Marco Polo community have questions or need assistance with using our products and services, we take care of them well. We’re currently seeking a part-time Customer Support Specialist who is warm, personable, reliable, ready to listen, and eager to help people get the most out of our mobile app, Marco Polo. We are also expanding who Marco Polo serves, and will be launching to business customers this year. In this position, you will:

• Respond to, manage, and organize customer inquiries from a variety of sources including the Google Play Store, Apple App Store, e-mail submissions, and Instagram.
• Actively use Marco Polo to gain product expertise, which you’ll apply every time you help a customer with a question, concern, or issue. We also use the app for team communication.
• Collect user feedback and share insights with Product and other teams.
• Work between 20 and 29 hours a week depending on Support team needs, including Saturdays.

Ideally, you have:

• A passion for providing exceptional customer support.
• Experience supporting consumer products; experience supporting business products is a plus.
• The ability and insight to identify and understand customer inquiries and resolve issues quickly.
• A positive, warm, and friendly attitude.
• The desire to become a Marco Polo product expert.
• Excellent written and verbal communication skills.
• The ability to work efficiently in a remote environment.
• A flexible work schedule that allows you to work Saturdays and during other off-hours/non-business times as needed

What you will get from us:

• 100% remote, anywhere in North America. 
• An experienced, joyful distributed team environment. We’ve been doing the remote work thing for over a decade. We’re good at it, and we’ll make sure you are too.
• The space to thrive at a purpose-driven company where we’re looking to make a positive impact in the world.
• The opportunity to make significant, impactful contributions not only to our Customer Support Team but our entire team. 
• Life/work integration that provides a great deal of individual flexibility as well as a strong focus on day-to-day teamwork within our Customer Support Team and other teams across Marco Polo. There is great opportunity for learning while working in a supportive environment.
• Compensation: The target pay rate for this position is $20 per hour. Final offer amounts are determined by multiple factors including knowledge, skills, and experience, and may vary from the amount listed above.

Does this sound interesting to you? If so, then we'd love to hear from you. We care deeply about diversity and inclusion at Marco Polo. If you’re on the fence about whether you’re a fit, go ahead and apply! Each application is reviewed by a real, live human who understands that each candidate’s unique lived experience is more valuable than buzzwords on a resume.   A note about our interview process: We’re all for using AI to boost productivity in our roles at Marco Polo, but ask that you keep it out of your application and interview process. We want to get to know you—your skills, experiences, and ideas—without AI in the mix.   A bit about us:   Marco Polo is a private video chat for your real relationships - not the entire world. Our video chat app allows you to send a video message at your convenience, and your friend or family member can send one back whenever convenient for them. With millions of people already benefiting from using Marco Polo to nurture their relationships, we’re proving that we can reject harmful business practices and build products that are good for you.   In June 2020, we launched Marco Polo Plus, a subscription plan that offers a premium experience. Plus delivers on our promise to monetize without ads or selling user data. We continue to have a free product as well to best serve our entire community.   Though our backgrounds are diverse, we share a belief—lives flourish when people feel close. That common inspiration keeps us aligned with our purpose as a team, which is spread across the US and Canada.   The distance doesn't slow us down. We keep the engine humming from our homes, co-working spaces, and coffee shops—connecting with regular Zoom calls. Whether collaborating through Slack, video calls, or of course Marco Polo, our team knows how to keep connected—it’s what we do best!   We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We can add teammates from anywhere in the US.   Authenticity, not AI: We’re all for using AI to boost productivity in our roles at Marco Polo, but ask that you keep it out of your application and interview process. We want to get to know you—your skills, experiences, and ideas—without AI in the mix.     #LI-Remote Apply To This Job