At FetLife we're looking for Customer Support Representative to help us better serve the community.
The Job
As a Customer Support Representative, you'll be responsible for efficiently handling a large volume of email support requests.
You will be responsible for:
- Resolving technical issues i.e. issues with login, features, accounts, etc.
- Identifying, reproducing, and reporting bugs to the product & engineering team
- Continuously suggesting and making improvements to our processes
- Updating our public knowledge base
- Participating in discussions about cases
Available Shifts
The following shifts are currently available:
- Shift #2: Thursday, Friday & Saturday from 4:45 PM to 3:15 AM EST
About You
We're looking for someone who has proven experience in a similar customer facing role handling large volumes of emails.
Ideally, you have:
- Experience in providing technical support
- Strong familiarity with using different browsers and operating systems
- Experience with replicating bugs and working with product and engineering teams
- Member of FetLife and / or the community for 6+ months
- Strong familiarity with FetLife and how the site works
Additionally, since we're 100% remote, we:
- Highly value strong written communicators
- Being able to learn new computer programs in a timely manner
- Maintaining technical documents and/or guidelines
- Speaking, reading, and writing fluently in a language other than English
About Us
We are a small team working in an exciting, fast-paced, environment from multiple time zones. We are 100% remote and focus on asynchronous communication and collaboration through FetLife, Notion and Slack.
We are community driven, passionate and hard working but value focused productive work over long hours.
Working with us enables you to:
- Have your work impact millions of people
- Support the community from anywhere in the world
- Gain a broader and deeper understanding of sexuality and kink
You can find our team and core values here.
How to Apply
Send an email to jointheteam+cs@fetlife.com. In the email, please include:
- Brief introduction of yourself
- A link to your LinkedIn profile and/or a copy of your resume in PDF format
- A link to your FetLife profile(s)
- Shift(s) you are available to work from the “Available Shifts” list above
If you have any questions or concerns, please don't hesitate to email us at jointheteam+cs@fetlife.com!
Frequently Asked Questions
Q. Will I be an official employee of BitLove HQ?These are contractor positions - you will be responsible for filing your own taxes.
Q. Can I do this anonymously?We do not share with the community which customer support rep has handled which case. But, you will be listed as a customer support rep both on your profile and on our team page and you will need to have a face photo as your profile picture.
Q. Can I do this from my cellphone?No, sorry. When working, you need to be working from a computer.
Q. Can I do this from a couple's or shared profile?No. As a customer support rep, nobody else but you should have access to your account.
Q. What's the starting rate?Customer support reps start at the $17.79 USD per hour and are paid bi-weekly as contractors.
Q: Do customer support reps get time off on national or federal holidays (I.e. Christmas day)?FetLife is active #24/7/365! So, we need to have at least one customer support rep working every hour of the day, every day. Customer support reps are therefore generally required to work national or federal holidays too.
