B2B Support Specialist

Who We Are

 

At Framework, we believe the time has come for products that are designed to last. Founded in San Francisco in 2019, our mission is to remake Consumer Electronics to respect people and the planet.

 

We've started with two award-winning products, the Framework Laptop 13 and 16. Our laptops are thin, light, high-performance notebooks that can be upgraded, customized, and repaired in ways that no other notebook can. Alongside this, we've launched the Framework Marketplace to enable an ecosystem of parts and modules. We've seen a fantastic reception to both of our laptops from customers and reviewers from outlets like Linus Tech Tips, Ars Technica, and multiple Wirecutter reviews (including a recommendation among the best Windows Ultrabooks of 2024), along with making TIME's Best Inventions lists in 2021 and 2023. As a company, we were #35 on Fast Company's Most Innovative Companies of 2022.

 

We come from successful consumer electronics startups including the founding team of Oculus, and have closed multiple rounds of funding to fuel our roadmap. Even better (and maybe unusually for an early stage startup), we're in a financially healthy position going forward off of our product revenue. We care deeply about building a diverse and inclusive team, and we hope you do too!

 

We’re looking for a B2B Support Specialist to help deliver an excellent experience for our growing business customer base, managing and streamlining support escalations, end-to-end. This role is responsible for managing escalations from our Tier 1 and Tier 2 support agents, escalating issues to other internal teams within Framework for review and resolution, and for providing Tier 3 support for challenging technical and integrations issues. This role also involves developing new SOPs and documentation and training Tier 1 and 2 agents on current and new products to ensure Framework’s business customers always have a great experience.

 

This is a remote position open to anywhere within the US or Canada. #LI-Remote

 

We commit ourselves to the principles of equal employment and a diverse work environment. With inclusion being one of our core values at Framework, we do not discriminate on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. We will consider qualified applicants regardless of criminal histories pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Ordinance.

 

We are also committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require an accommodation to participate in the application or interview process, please let us know by reaching out to [email protected].