Customer Ops Support - Contractor

Are you passionate about working with smart teams and customers to deliver an outstanding support experience? Then this role will be a good match for you! 

Postman is looking for a Customer Ops Support Contractor to join our growing Support team. This is an entry-level role in the Customer Org at Postman. Our ideal candidate would be passionate about helping customers, love putting yourself in your customer’s shoes (no matter how big or small), enjoy resolving problems, identifying root causes of issues, and thrive in a team environment. 

Note: This is a paid contract for 6 months with a possibility of conversion to a full-time. 

Only those candidates can apply who

1. Can start as soon as possible
2. Are available for 6 months with a possibility of conversion to a full time job
3. Is comfortable working in different shifts including evenings, weekends, or holidays

How you will spend your time as our next Customer Ops Support contractor, 

• Manage a queue of non-technical support tickets
• Prioritize issues based on severity and customer impact
• Work on 50+ tickets/week across Zendesk, Salesforce and JIRA within defined SLAs
• Triaging of Sales leads, Security, Legal and other inquiries to different internal teams
• Handle payments, refunds, credits and other sensitive customer requests 
• Collaborate with many cross-functional organizations daily
• Raise product bugs to relevant teams
• Participate in our 24/5 global coverage plan

Requirements 

• Excellent written and verbal communication skills
• Flexibility to work different shifts (including evenings, weekends, or holidays)
• Good composition skills - ability to compose grammatically correct and concise written response
• Ability to provide high quality work support while handling a significant volume of inquiries (50+/week)
• Hands on experience with Zendesk, Salesforce, JIRA is a positive
• Self-starter, working autonomously to find workarounds and solutions, but knows when to ask for help
• An ability to adapt to rapidly-changing environments and processes

Additional responsibilities

• Contribute to ongoing process and workflow improvements
• Other order management duties as assigned

Important - Please include a cover letter to the hiring team at Postman to give a more detailed view of your accomplishments and a sense of what you'll bring to the table if you are hired.