Customer Support, Part-time

Job Overview

About Chatbooks

At Chatbooks, we think photos deserve to be seen, not trapped on your phone— which is why we created our user-friendly photo book app! Users make the memories and we make the photo books. By focusing on four core values—beyond easy, super affordable, great quality, and amazing service—we continue to keep Chatbookers everywhere excited about printing their everyday magic.

Learn more about our impact here.

About The Team

We have a high-performing ALL-STAR culture and team and are headquartered in Lehi, UT. We offer a competitive compensation package including hourly rate, bonus, dental and vision benefits, PTO, and lots of flexibility.

The “Big Why” driving the company’s mission is to strengthen families, so Chatbooks co-founders Nate and Vanessa Quigley have deliberately created a company culture that’s supportive of employees’ whole lives. Their goal is that everyone on the team can put this mission into practice in their own lives, whether that’s flexibility to go to a child’s dance recital and hit up the gym during lunch, or time off to recharge and travel the world.

Some recognitions we’ve received include: 2022 Top Workplaces USA, 2022 Fortune Best Medium Workplaces, 2022 Best Workplaces for Millennials Award, 2022 Best Workplaces in Technology—just to name a few.

Chatbooks strives to be an employer-of-choice for women and parents by offering flexible working options, welcoming kids in the office, and strongly supporting women in leadership roles. Women currently make up 56% of the company’s leadership positions.

At Chatbooks, we have put incredible focus into building a team of high-performing “All-Stars.” All-Stars have 6 characteristics: Grown-Up (you manage yourself and your time & handle disagreements without drama), Ship (you get things out the door efficiently, and manage shifting priorities), Amazing (your work is simply AMAZING!), Optimistic (you share solutions instead of problems), and Kind (you’re consistently kind to teammates and partners), Hungry (you feel the urgency to make progress and execute relentlessly) . If this sounds like you, we’d love to talk!

We are very interested in every qualified candidate eligible to work in the United States. However, we are not able to sponsor visas.

We are open for employment in the following states: Alaska, Arizona, California, Connecticut, Florida, Idaho, Illinois, Minnesota, Missouri, North Carolina, New Jersey, Nevada, New York, Oklahoma, Pennsylvania, Tennessee, Texas, Utah, Virginia, and Washington.

About The Role

We are a fast-growing company located in Lehi, UT! We produce beyond-easy, super-affordable, high-quality photo books, and more! If you’re not already a customer, prepare to fall in love! Our Customer Support position is a remote position where you work from the comfort of your own home. So if hearing the word “telecommute” doesn’t make you giddy, this job might not be for you. We need someone disciplined, a self-starter, extraordinarily trustworthy, and self-motivated to assist in answering customer inquiries.

Requirements/What You’ll Do

* Hours
* Must be able to work a minimum of 20 hours per week (can go up to 29 sporadically on a needs basis).
* 10 hours will be scheduled shift hours while live chat is available Mon – Fri 6AM – 10PM MST.
* The other 10 hours will be relatively flexible to work autonomously focusing on when customers need help.
* Overtime available a few times a year around holiday deadline weekends. (1-3 weeks before holidays e.g. Valentines Day, Father’s Day, Mother’s Day, Christmas)

* Abilities
* Multi-task and switch between different customers and types of issues.
* Efficiently navigate through several programs and applications.
* Not taking offense when direction and correction are given.

* What experience will you develop
* Communicates clearly with customers to help them be successful in the Chatbooks ecosystem.
* Build relationships to create lifelong customers.
* Resolves customer inquiries and concerns quickly and with a sense of urgency.
* Take time to sharpen your skills and expand your knowledge outside of customer support (e.g. Continuing Education courses beyond support, presentations from other teams, Team & Company calls).

What You’ll Bring

* Our support team members must be:
* Honest
* Resourceful
* Coachable
* Adaptable
* Organized
* Personable
* Self-motivated
* Articulate
* Solutions-oriented
* Tech-savvy
* Dependable

* Passion for Chatbooks and excitement for preserving customers’ memories.
* Experience in a customer facing role is preferred.
* Excellent verbal and written communication skills.
* The ability to communicate effectively and provide feedback. Everyone has a voice here at Chatbooks.
* We want every one of our team members to become a Chatbooks fan, so if you don’t yet own any Chatbooks, it’s time to jump on the bandwagon. We have a fantastic online training program for this position, but it does not cover the basics of the Chatbooks App. We expect you to be familiar with our Products, App, and website prior to training.
* Typing speed to be at least 60 wpm. Being a fast typist is critical to success in this role and we hope you improve your speed over time.
* Strong enough internet connection to join video calls. We’ll provide a computer!
* Applicants must be able to speak and write English fluently.

What You’ll Accomplish Within The First 90 Days

* Have a clear understanding of Chatbooks culture, business objectives, and strategy.
* Complete Chatbooks online training course.
* Successfully and thoroughly answer customer inquiries.
* Ramp up to taking 10 (1-hour) shifts per week.

Why you’ll love working at Chatbooks

* 100% coverage for employee dental, and vision, group life and long-term disability insurance —yes, you read that right we cover it all
* Unlimited, free therapy sessions from the comfort of your home
* 4 weeks paid Parental Leave
* Paid Holidays
* 40 hours of PTO per year
* 40 hour of unpaid time-off
* 401k plan with employer match of up to 4%
* We are a remote first company headquartered in Lehi, Utah
* Ability to travel once a year to our Lehi, Utah Clubhouse for our annual Chatfest celebration
* Typing Test
* We’d love to have you complete a typing test as part of your application. You’ll want to use this website to take the test. Once completed, please attach a screenshot of your results as your cover letter.

We are committed to providing an inclusive work environment—where we welcome, celebrate, and honor varying backgrounds, beliefs, and perspectives—because it makes our business better.

We fully embrace diversity, equality, and inclusion as guiding principles as we build our company and grow our team. We are passionate about creating an amazing workplace where you can be yourself and bring your best self to work.

Our commitment includes equal employment opportunities regardless of race, color, religion, ancestry, national origin, sexual orientation, age, gender, gender identity, disability, parental or pregnancy status, marital status, or veteran status.