I love working at Timely and you will too
This is me on the left. I’m sporting a Timely super hero t-shirt and looking happy wearing it. To my right is my boss Ryan. He is doing the same while holding another sweet t-shirt design.
T-shirts are cool and I have a lot of them. I digress though as this post isn’t really about t-shirts, it’s actually about the environment in which these t-shirts were designed.
What happened was this: everyone who works at Timely got to suggest designs and voted on them. These designs weren’t imposed from the top, rather they were worked on collaboratively, done quickly and with humour.
If speed, collaboration, humour combined with working from home on a kick-arse New Zealand-based tech project sounds like you then you might be interested in this job opportunity.
This opportunity is to join the heart of Timely in the support machine - where I work! This means you get to work closely with me - well, as close as you can over the internet at least.
Working in customer support means you sit at the interface between the users of Timely and the dev team who build it (colloquially refered to as “techbots”). This role is as critical as the app itself and requires problem solving, diverse communication skills, agility, patience and a deep understanding of the app itself.
Another key trait is a natural empathy for those users who struggle with any technology they encounter. It doesn’t matter how beautiful an app is or how simple it is to use, there are some users (through no fault of their own) who are terrified of pushing that button. In these cases, they need to be coaxed from that cliff and nudged gently towards tech domination through education and empowerment.
One of the ways we can achieve both these things is to have really good help articles or a knowledge base. We have one and this needs to be updated constantly to match the speed of the changes to the Timely app.
So far I’ve really only mentioned a single relationship users <-> support. There is another - support <-> techbots - support also interacts directly with the techbots .
Because support bods sit in this privileged position (i.e., heart of the beast) they’re in an optimal position to discover common problems that users experience and look for other opportunities to improve the app. This information then needs to be communicated to the techbots in a way they understand, including what priority to ascribe to them and why they are important.
From there, it’s back to informing users about new changes and keeping them reassured that things are better and that it’s all thanks to them. The cycle is complete!
Read this far?
Want to do all this and more?
Check out this job with me at Timely