Customer Champion

1 month agoSan Francisco, CA

About Coda

Coda started with an observation: In a world full of applications, why do documents and spreadsheets still run everything? And why haven't they been meaningfully updated in over 50 years? Coda is a new doc that's familiar and flexible like the documents you're used to, but comes with building blocks you can combine to create docs as powerful as apps. It's a big product with an even bigger mission. And we need your help to spread the word! We're backed by some of the Valley's leading venture capitalists, and have assembled a world-class team across offices in San Francisco, Mountain View, and Seattle, and remote employees all over the US. In fact, all our jobs are open in any location across the US. Here's a quick overview of what we do.

About the Role

Since our early days as a company, we've been inspired by the culture and execution of support teams at companies like Zapier and Intercom. We're looking for Coda makers with user empathy to join our Product Support team as we build it from scratch. You'll be on the ground floor of an accomplished team with the opportunity to establish our culture for years to come. We are hiring into any one of our locations, or even remotely! You will report directly to the head of Customer Support.

You have a passion for data-oriented products and is an avid user of tools like Coda, AirTable, Notion, Excel, or Google Sheets. You will need to get inside the mind of a diverse set of Coda users ー across all parts of the business ー and be comfortable building against and solving problems for many scenarios. You can assist users at multiple altitudes ー from specific formula fixes in a table to general team process and workflow suggestions depending on the customer's needs. You love to listen, are an astute observer of user behavior, who spots and synthesize patterns quickly to the company. We're looking for candidates who can be great "coaches" for our users, able to distinguish when it's best to teach someone a new concept, vs unblock them and solve their immediate problem.

In this role you will:

  • Support our users to promote and unblock the creation of great docs, debugging technical issues, and guiding them towards the right learning material
  • Communicate with the customer and the Product team ー being a customer voice in decision meetings

You may be a great fit for this role if:

  • You have 2+ years of relevant experience
  • You can debug issues and and escalate when needed - both for issues and patterns of issues
  • Analyze trends and look for ways to improve the product and insights to minimize reactive support
  • Familiarity with customer service tools such as Zendesk, HelpScout, or Freshdesk

How we care for our Codans!

Starting on your first day of employment, Coda offers a wide range of benefits and perks that support eligible employees and their family members. Some of our benefits include:

  • Medical, Dental, Vision and Life Insurance
  • 401k
  • Optional Remote or in-office work
  • Commuter Benefits
  • Cell & Internet Subsidy
  • Lunch Subsidy
  • Fitness Subsidy
  • Parental Leave
  • Annual Educational Stipend

At Coda, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. Coda believes that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Job ID: 4727820002