Software Project Manager

We have a new opportunity for a Software Project Manager to join the Bit Zesty team on a full time, permanent basis. This is a fully remote role and can be based from anywhere in the UK or Europe. We’re looking for someone who has recent experience working in an agency or consultancy.

APPLY HERE

In this position, you’ll be responsible for managing expansion projects for our client’s bespoke software applications. You’ll work closely with a technical team of developers, UX designers and fellow PMs to deliver an exceptional service to our clients. It’s a varied, hands-on role in which you will not only make sure that everything runs smoothly, but you’ll also be performing business analysis and quality assurance.

On a day to day basis, you’ll be involved with the following:

• Reporting to the Managing Director and working closely with Developers, UX Designers and other Project Managers
• Leading the delivery of multiple digital product projects for our clients
• Writing user stories and acceptance criteria
• Conducting client meetings to communicate progress, run demos, review priorities and provide budget updates
• Creating and maintaining project documentation and project boards
• Leading daily team stand-ups, identifying impediments and helping to eliminate them
• Testing our work to ensure it meets the quality standards and acceptance criteria
• Triaging and resolving support requests from the clients you look after
• Overseeing the estimation process and actively tracking budget versus actuals
• Writing blog posts and contributing to process improvements

The Person

Ideally, we’re looking for someone with the following:

• Has experience in project management of bespoke software development
• Has experience in an agency or consultancy environment
• Is comfortable working on multiple projects and a varied workload
• Is proactive, with superb organisational skills - someone who makes sure nothing slips
• Is a strong communicator across different teams and cultures
• Has a technical background or passion for technology
• Is curious system thinker who likes to understand how things work and with the ability to problem-solve
• Has experience writing user stories and acceptance criteria (desirable)
• Has user acceptance testing experience (desirable)

Benefits

At Bit Zesty, we offer a range of perks and benefits to help you enjoy your time with us, such as:

• Fully remote working - no more stressful commutes
• Holiday: 33 days (25 paid days leave, plus UK bank holidays and a day off for your birthday)
• Health and fitness allowance to contribute towards your gym membership or fitness app
• Support for professional studies and memberships
• Private medical insurance
• Regular virtual team activities
• An open, dynamic and collaborative digital working culture

Interested? Please click apply now to submit your CV.

Bit Zesty

We’re a small, multi-award-winning digital product development and support agency, helping corporations, charities and the government since 2009.

From our inception, we were partially remote and therefore have well established remote-working systems and practices in place.

Bit Zesty is committed to being an equal opportunities employer, and we welcome applicants from all backgrounds.

APPLY HERE

Happiness Engineer (Technical Support)

As a Happiness Engineer, you love helping people.

Transforming publishing on the web is no small task. Our goal is to build relationships based on trust, resulting in happy, passionate, loyal customers and colleagues. We do this by listening to our customers’ needs and guiding them to the fullest use of the products we offer. We are looking for people with the right mix of compassion, writing skills, and technical knowledge to get the job done.

APPLY HERE

Are you interested in learning more about how our team works? Check out what Happiness Engineers have to say about their work.

In general, a typical day involves:

• Being an active member of a global team that provides 24/7 support via live chat, tickets, one-on-one screen share sessions, and forums. 
• Helping people use Automattic’s products, including WordPress.com, WooCommerce, Jetpack, Tumblr, and more.
• Troubleshooting, investigating, and creating detailed bug reports.
• Building a community of support by sharing knowledge and helping team members around the world.

Being a Happiness Engineer requires:

• Mid to high proficiency with WordPress, HTML, and CSS.
• Experience providing technical support to customers, particularly via live chat, tickets, telephone, or forums.
• Excellent written and communication skills, with a knack for taking technical language and making it understandable for the general public.
• A passion for solving challenging problems and proposing elegant solutions.
• Solid ability to identify and accurately document technical issues.
• An intense intellectual curiosity and an eagerness to share knowledge with others.
• Patience, grace, and a sense of humor.
• Happiness Engineers must be fluent and eloquent in written English. If you know additional languages, please be sure to tell us.

An ideal candidate:

• Has created three or more WordPress websites.
• Has experience installing and configuring WordPress plugins and themes.
• Is adept at troubleshooting technical issues.
• Has experience creating bug reports.
• Has experience providing technical support to customers via telephone, tickets, live chat, or forums.

Note:Applications that are not complete will not be considered.

About Automattic

We are the people behind WordPress.com, WooCommerce, Jetpack, Tumblr, Simplenote, Longreads, Day One, and more. We believe in making the web a better place.

We’re a distributed company with more than 1400 Automatticians in 80+ countries speaking 90+ different languages. Our common goal is to democratize publishing so that anyone with a story can tell it, regardless of income, gender, politics, language, or where they live in the world.

We believe in Open Source and the vast majority of our work is available under the GPL.

Diversity, Equity, and Inclusion at Automattic

We’re improving diversity, equity, and inclusion in the tech industry. At Automattic, we want people to love their work and show respect and empathy to all. We welcome differences and strive to increase participation from traditionally underrepresented groups. Our DEI committee involves Automatticians across the company and drives grassroots change. For example, this group has helped facilitate private online spaces for affiliated Automatticians to gather and helps run a monthly DEI People Lab series for further learning. Diversity, Equity and Inclusion is a priority at Automattic, though our dedication influences far more than just Automatticians: We make our products freely available and translate our products into and offer customer support in numerous languages. We require unconscious bias training for our hiring teams and ensure our products are accessible across different bandwidths and devices. Learn more about our dedication to diversity, equity, and inclusion and our Employee Resource Groups.

APPLY HERE

Customer Success Manager

Your responsibilities

We’re looking for a Customer Success Manager to help users and customers resolve their questions through all channels (including phone, email, chat & social networks), provide advanced training & support to enterprise customers and contribute to company-wide customer development effort by reporting feedback in a structured way as a mean of continuously improving product/market fit.

Your qualifications

• 3+ years experience in customer service, preferably for an Internet-based company, preferably a SAAS platform, with a focus on problem resolution and user satisfaction maximization.
• Track record of managing customer service requests over multiple channels, in a timely fashion, with a high level of courtesy and empathy.
• Native or bilingual proficiency in English (writing & speaking). Professional working proficiency in French, Spanish, Portuguese, Italian, German or Dutch (writing only) highly appreciated but not required.
• Experience collaborating with multiple disciplines including product, engineering, customer service & marketing and ability to structure thoughts clearly & succinctly in written form for consumption in an asynchronous workplace environment.
• Background or professional interest in social media management & content creation.
• BA/BS in Business, Marketing, Economics, Psychology or Sociology. Advanced degrees preferred but not required.
• Bonus: experience designing support material and training people in professional context.

Your competencies

If you have a track record of efficiency, integrity, follow-through on commitment, attention to detail, persistence & proactivity, then you will feel at home in our team. You will also get a head start if you can demonstrate an ability to remain calm under pressure, adaptability and high standards, as well as openness to criticism and listening & communication skills.

How to apply

Send us a link to your LinkedIn profile at career@loomly.com and let us know in a short paragraph why you would like to join the Loomly team and how you can contribute to our long-term goals.

Customer Happiness Agent

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Nathan James is looking for a Customer Happiness Agent to join our team and embrace its mission to provide world class customer service and create customer delight.

We are a design-first, home furnishing company focusing on the habits of urban dwellers and first time home buyers. We pride ourselves on the best in class customer happiness, providing the highest possible quality products that are affordable for the majority and assembly that isn’t dreadful.

ABOUT THE ROLE:

Our Customer Happiness Agents are responsible for providing world class customer service and support via email, phone and sms for customers who purchased Nathan James products directly from our website or from our retail customers like Amazon and Wayfair. You’ll help us answer product questions on our retail customer’s website, 3rd party websites, and from inbound inquiries. You’ll also have ample opportunities to develop new and improve existing processes that further our mission in creating customer happiness and delight.

We expect our Customer Happiness Agents to be well-versed in basic conflict resolution techniques that resolve problems and turn lemons into lemonade. We also make it easier for you to resolve conflicts, because we surprise every customer who contacts us with a problem by sending them a box of premium chocolates following resolution of their issue.

During training, you’ll be expected to be proactive in your process and learn quickly. Once fully up-to-speed (2-3 months), you’ll write about 20-30 emails per day. This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load — you’ll get all the support and guidance you need along the way!

ABOUT US:

We have a rhythm to our work and a very low turnover rate — we have yet to have a single team member opt-out. Your voice matters to us. We make change from fresh perspectives and appreciate new viewpoints, so you should feel comfortable speaking up about your values and goals.

We’re ready for the ongoing work that goes into building an inclusive, supportive place for you to do the best work of your career. Our values, workplace and our benefits are designed to support a sustainable, healthy relationship with your work. Our operating values provide the framework we use in building a healthy, resilient organization.

You can expect a mindful onboarding process with ramp-up and time to learn. You can expect a team that listens, and to be heard. You can expect to give and provide direct feedback. You can expect to work with good people. You can expect to be counted on. You can expect to do your best work and build a career here.

ABOUT YOU: 

We’re looking for some great writers and clear speakers who love helping people, so you should enjoy making frustrating situations simple and painless. This means being a great problem-solver with the ability to process and resolve issues quickly. You should be a stellar communicator, even when you have to communicate less-than-stellar news. You should have highly tuned senses of compassion and empathy and a drive to constantly help others.

You love supporting people and being an internal advocate for the customer. This isn’t a springboard into another area at Nathan James. You want to be a part of our support team for a while, and you’re excited to contribute to making Nathan James the best in class customer happiness brand.

We would like to see a minimum of three years experience in similar, consumer goods customer support roles. While it is not required, it is strongly preferred that your previous experience was within an eCommerce company or division. You may have a degree or you might not. That’s not what we’re looking for. We care about what you can do and how you do it.

This position has a shift requirement of 9am EST - 5pm EST (UTC -5:00), Tuesday to Saturday.

BENEFITS & PERKS:

We offer competitive salaries and we measure this as your pay is in the 80th percentile (at a minimum) for similar roles in the Country or State from where you will be working.

Our benefits are all aimed at supporting a life well lived, both at work and away from work.

We’re all about reasonable working hours, sharing, ample vacation time, wellness, education, comfort, and giving back. See our benefits and perks here

HOW TO APPLY: 

Please submit an application here that speaks directly to this position here

There are no right answers or cookie-cutter expectations. A cover letter is not required, but those that clearly demonstrate how Nathan James would be a great fit for you and how you would be a great fit for us will be given full attention and are highly appreciated.

We’re accepting applications until 01/20/2019 00:00:00 UTC.

Next: We expect to take one week to review all applications.

You’ll hear from us by 1/18/2019 about advancement to a work sample review. You will first be given a small work sample that validates your capabilities with the relevant role requirements. Then on to an interview. Our interviews are one hour to 1.5 hours all remote by Whereby video chat (no software needed), with your future colleagues, on your schedule.

We aim to make an offer by 1/28/2020 at the latest with a start date in early February.

We appreciate your consideration in having Nathan James be part of your career. Our open conversation starts with this post. We look forward to hearing from yo