Support Generalist, US & Canada

GitBook is a modern documentation platform. Our ambition is to empower teams through a new document standard, suited for modern work and collaboration. GitBook is now used by over 2M users and thousands of teams such as Adobe, Snyk, Apple, or Google and backed by top partners such as P9 Capital, Notion Capital and Fly VC.

With this in mind we're looking for a second Support Generalist in the US or Canada to help us build a reliable product thanks to continuous improvements arising from delivering an outstanding support experience to our users.

As a Support Generalist you'll join our growing support team of empathic folks: Marcia (Support Generalist), Sarah(Support Generalist), Steeve (Developer Support Engineer) and Petros (Head of Support).

Our ambition is to provide an exceptional world class support to our users. By joining our team early on you'll have a chance to shape how we do support together.

On a daily basis, you will have a direct impact on our users. You will provide support to our customers using an email based helpdesk app. We use Help Scout nowadays. You will spend 80% of your working hours triaging incoming support requests. And answering what you can answer. We want to maintain healthy levels of first response time and customer satisfaction. You will also capture and categorize feedback, feature requests, and sometimes bugs. You will stay informed of what is flowing in and let users know if they report a known issue. You will also spend 20% of your time outside of the queues. For example, improving our public documentation. Or acquiring new skills. And, in general, participating or leading initiatives tied to our objectives.

Every single team member is a value addition to our culture, so it's important for us to state our values.

We encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we are eager to further diversify our company. GitBook is committed to building an inclusive, supportive place for you to do the best work of your career. We are not looking for people who share our beliefs about what great customer support looks like, but can also bring their own views and make us better.

While joining GitBook, you will also appreciate our Perks & Benefits.