Customer Service Specialist (Contract — Remote)
About the Position
Love helping people and want to work directly with the founders of an app used by millions? We’re
looking for a customer service specialist to join our team. As a small company, we believe that customer service and
support are critical to our success. Unlike some companies that make it difficult to get in touch with a
human, we encourage our customers to contact us, and we view each interaction as an opportunity to turn
a customer into a fan. You will work with the founders of AnyList to ensure that our
customers receive outstanding support.
This is a contract position with flexible hours. This job will require at least 20 hours a week, with the
possibility for more, depending on the amount of responsibility that you wish to take on and our incoming message volume. Ideally we’d like you to work every weekday, but the exact hours are very flexible,
since all of our customer service happens via email.
About AnyList
AnyList is the one app you need for stress-free shopping, cooking, and meal-planning. AnyList makes it
simple to create and share shopping lists, collect and organize your recipes, and schedule and prepare
meals so you can spend less time planning life and more time enjoying it.
We’ve been featured by Apple numerous times and have been recommended by The New York Times. AnyList has
millions of customers around the world, and tens of thousands of five-star reviews on the App Store and
Google Play.
We’re a small, remote team committed to creating real, tangible value for our customers. We believe in
keeping simple things simple and making complex things possible. We place a high priority on the quality
and utility of our product, not simply filling up a feature checklist or chasing the latest trends.
As a company, we’re focused on sustainable growth and are committed to the app for the long haul.
What You’ll Do
- Answer customer inquiries via email, using our help desk software. (All support is handled via email.
You won’t need to answer a phone.)
- Create new saved replies to speed up our responses to frequently asked questions, and help create
new support articles for our knowledge base that demonstrate how to use AnyList.
- Troubleshoot problems reported by customers and help identify and triage bugs in the app.
Requirements
- Empathy, compassion, positivity, and patience. We’re looking for an individual who will go above and beyond to delight our customers and take genuine pride in helping people. Even when a customer is rude or doesn’t understand
something that seems simple, you’ll need to stay upbeat and work to make sure the customer’s concern
is addressed.
- Excellent English language writing skills and the ability to construct clear explanations.
- A working understanding of mobile and web apps, technical troubleshooting skills, and the ability
to use help desk and other office productivity software.
- Ability to be productive while working remotely with minimal supervision.
- A willingness to prioritize your work schedule when necessary, such as immediately following a
major app update when the number of incoming support requests may spike for a week or two. Occasional
weekend availability for urgent requests is a plus.
Benefits
- Flexible location. You can work from home, or anywhere with a reliable Internet connection.
- Flexible hours. We estimate that this job will require at least 20 hours a week. But since we conduct all support via email, you’ll have lots of flexibility in choosing exactly when to work.
- Competitive hourly rate. We anticipate paying $25-40/hour depending on experience and skills.
- No corporate bureaucracy. We’re a small company, and you’ll be working directly with the founders.
How to Apply
If you’d like to apply, then please send an email to jobs-cs@anylist.com with a copy of your resume and your answers to the following questions:
- Why are you a fit for this role?
- Why do you want to work for AnyList as opposed to some other company?
- How did you learn about this job?
- What’s the best customer service you’ve received recently, or ever? Why?
- A customer suggests that a feature be added to the app, urgently. The feature they’re requesting won’t be added to the app anytime soon, if ever. How would you reply?
- A customer says that they have a list shared with their spouse, but when their spouse adds an item to the list, it isn’t showing up on their phone. How would you reply?
- Pick two of the following real support questions and answer them as if you were replying to one of our customers:
- I’ve purchased a household subscription, but my spouse isn’t able to use the premium features. What’s going on?
- Can I reorder the shopping list headings to match the store where I’m shopping?
- I’m trying to import a recipe on my iPhone, but I don’t see the recipe import option. Where is it?
- Can I set the priority of a list item? I have a long list and only have time to shop for part
of it.
- Do you have a pantry feature so I can track the spices and other common ingredients I usually have on hand?
- Is there a way to add the same recipe to multiple dates in the meal planning calendar at once,
or to have recipes repeat? I have the same thing for breakfast every day.
- I got a new phone and I don’t see my lists and recipes. How do I get them back?
- The app disappeared from my home screen and now I have to search for it every time I want to open it. How do I get it back?
- Will I ever be able to import recipes from social media, like I can with some of your competitors?
We will review all applications. If your application is selected, you’ll be invited to interview via video call with one of AnyList’s founders. We’re eager to fill this role, so we can move quickly for the right candidate.
If you have questions about this position, please email us at jobs-cs@anylist.com.
