Interaction Design Foundation is looking to hire email support reps!

Member Support Unicorn at Interaction Design Foundation

What you will be doing

In this role, you thrive when working independently and flexing your keen eye for detail. You’re an expert communicator, and you pride yourself on balancing classic member support with a technical twist.

You will help us achieve our vision to become the best and most recognized design school on the planet. We’re not just saying that. We mean it very seriously, and we’ve come a long way on that road.

Ahead of you is a highly rewarding and enriching journey on which you will make an impact as you:

Act as an ambassador of our brand and maintain our excellent reputation. It’s a big responsibility but also a very rewarding one!
Serve as a troubleshooting and technical advocate within our team, communicating closely with our devs to ensure any technical issues on our platform are smoothed out in record time.
Correspond daily with our users across multiple channels, building out our FAQ/self-help repository, reporting bugs or inconsistencies, and being a champion for the experience members have on the site.
Collaborate asynchronously and effectively with other teams. You’re okay with working independently, getting your part of the job done, even as some of your amazing teammates are sleeping on the other side of the world.
Work with the marketing and editorial teams to improve our product offerings and the user experience of the platform.
Proactively test and explore ways to improve our platform, communicating and documenting your learnings to contribute to our company goals.
Meticulously update our internal knowledge base through precise documentation, filling in any gaps you find along the way.

Our community is at the heart of what we do, and we put a colossal effort into serving them as best we can. That’s why we’re looking for a talented and hard-working Member Support Unicorn who has an eye for detail, an empathic nature to help people, and a natural drive for perfection.

Alongside providing support to our community, if you’re hungry to develop yourself professionally, you’ll find huge potential to enjoy growing in other areas. In fact, you can see this role symbolized nicely in our logo: We revolve around growth and setting knowledge free—and need the right person to help our members find growth and enlightenment even more easily!

Overall, if you’re ready to help our community and, in turn, change the future of education, then congratulations—you’ve come to the right place!

What we can offer

A full-time, fully remote position with the world’s biggest online design school.
Regular video-based contact with your colleagues, and you will get to meet them in amazing locations on team trips 1–2 times a year.
The chance to impact the lives of tens of thousands of designers around the world and put smiles on their faces as you ease their learning journeys.
The opportunity to supercharge your collaboration skills and communication working across departments and geographies to deliver outstanding results.
Our focus is on creating a dynamic, positive, and supportive work environment where our team members can grow and thrive.
Opportunity to work independently with a flexible schedule as long as deadlines are hit. Our company culture cultivates a feeling of camaraderie and a sense of belonging and direction.
A company culture of learning and excellence—coupled with care and respect. Your colleagues will support and help you learn, just like you’ll help them!
A competitive salary – we pay competitive salaries based on your location and local economy.
A home office allowance and a laptop to optimize your workspace.
5 weeks (25 days) of paid vacation per year to do whatever makes you happy, rested and fulfilled.

About you

You have at least 2 years of experience in providing email-based support or a similar client-facing experience.
You enjoy working independently, and you ask the right questions allowing you to operate asynchronously. Working alone fills your cup as much as working with others.
You are a confident communicator who does not hesitate to ask questions, investigate, and share your findings with the team.
You have solid presentation and communication skills. In particular, you can explain complex analytical/technical concepts in a comprehensible way to non-specialists and experts in other areas.
You consider yourself a detective: you're naturally curious and love to proactively dive into workflows and data, to come up with insights or points of difference that no one has thought of yet.
You are an enthusiastic problem solver, and approach your tasks in an analytical, structured and solution-oriented way.
You are self-motivated & self-reliant with strong planning skills and deliver on your tasks within deadlines.