Support Specialist (Bilingual German/English)

Day-to-Day Work

• As a Support Specialist, you’ll join a global team of individuals who are passionate about creating outstanding customer experiences. In this role, you will:
• Advise users on how to get the most out of Doist’s products. Todoist and Twist are constantly evolving. You’ll learn all the ins-and-outs of every feature and advise users on how to best utilize them for their use cases.
• Provide technical support. Whenever a user is experiencing an issue, you’ll try to troubleshoot it and provide a solution. If a bug in our code is the cause, you’ll create a detailed report for our developers and keep the user updated about any developments.
• Share support analytics and user insights with key stakeholders. On a weekly rotating basis, you’ll inform key stakeholders about which issues users are experiencing. On a monthly basis, you and your team share user insights that help inform the product team on how to improve our apps.
• Write documentation. You’ll write documentation that allows users to self-service effectively. Additionally, you’ll contribute to your team's collective knowledge by contributing to Doist’s internal handbook; you’ll review and write documentation on features, internal tooling, workflows, and more.
• Collaborate asynchronously. You’ll work asynchronously with your team via Twist. You’ll collaborate on finding solutions for user-facing issues, implementing new tools, improving product features to help create the best productivity apps in the world.

About You

• It's important to us that the person we hire can thrive in this role. Here's a snapshot of what that looks like:
• You have prior Customer Support and/or Customer Success experience.
• You are fluent in written and spoken English and German.
• You are comfortable troubleshooting issues on multiple platforms and environments.
• You are tech-savvy with a basic understanding of APIs.
• You are passionate about productivity and helping others succeed.
• You thrive under pressure and enjoy working autonomously.
• You have excellent writing skills with an articulate, conversational style.
• You are willing to work weekend shifts when required (although you'll never exceed 40 hours of work per week).

Requirements

• Not sure the role is a good fit for you? That's okay! We'd still be happy to consider you. Here's what the process looks like:
• Submit your complete application. This including a resume (or manually entered experience) and thoughtful responses to all the application questions. No cover letter needed!
• Application screening. We read every application to understand your motivation, skills, and experience. Once your application has been reviewed, you'll receive a response regarding the status of your application.
• We'll ask you to complete a written test task to assess your English fluency and Todoist knowledge.
• We'll ask you to complete a written test task to assess your German fluency and Todoist knowledge.
• Interview, in German, with Alex W. (German Translator).
• Interview, in English with Galina S. (Support Specialist).
• Interview with Evert V. (Head of Support).
• The role will remain listed on our careers page until it has been filled.

Benefits

• Our perks and benefits are designed to provide the freedom and support you need to grow personally and professionally. Here’s what that looks like:
• The basics
• Work from anywhere in the world. We never place restrictions on locations.
• Design your own schedule. Work no more than 40 hours/week.
• Competitive pay. Our formula-based salary calculation provides a highly competitive rate based on your skills and location.
• Expand your professional skills
• Pursue personal projects. All Doisters get one month per year to spend on a work-related project they’re passionate about
• Attend conferences. You’ll have a recurring budget to spend on attending conferences that grow your professional knowledge, skills, and network.
• Company retreats. Our annual company-wide retreats are unforgettable.
• Craft your ideal work environment
• Cozy up at a coworking space. Find a coworking space that’s right for you and Doist will cover the expense.
• Apps and services budget. You’ll have a monthly budget to spend on services that help you do your job.
• Hardware budget. You’ll have access to a recurring budget to spend on work-related equipment.
• Focus on your well-being
• Generous time off. Doisters get 8 weeks (40 days) of PTO/year to use as they wish on vacations and national holidays.
• Parental leave. New parents receive 5 weeks of paid parental leave in addition to 13 weeks of paid pregnancy-related medical leave.
• Invest in your health and wellness. You’ll have a monthly budget to spend on things like gym membership, healthy snacks, massages, health insurance, etc.