Customer Support Specialist, DuckDuckGo
$65k
Offers stock options
More information about location
Privacy Protection
Job no longer available
Privacy Protection
201-500 employees
Job no longer available
$65k
Offers stock options
More information about location
201-500 employees
Company mission
To show the world that protecting privacy is simple.
Role
Who you are
- 3+ years of customer support for a technical or SaaS product, with experience using Zendesk
- Comfortable handling a high volume of Zendesk tickets throughout the day, while staying organized, efficient, and composed during busy periods
- Customer-first communicator who turns input from internal teams into clear, helpful responses and Help Page improvements
- Collaborate and execute on improvements to Zendesk workflows and Help Pages
- Familiar with social media management tools to monitor brand mentions and reply to users
- Familiar with Reddit and comfortable replying to posts
What the job involves
- Working on the Marketing & Communications Functional Team, you will provide customer support primarily through Zendesk for DuckDuckGo subscribers and users with product-related inquiries, maintain our Help Pages, and deliver timely, accurate responses. Recent projects include:
- Review all existing DuckDuckGo subscription Help Pages, and make recommendations for updates to ensure accuracy and effectiveness
- Optimize existing automated responses in Zendesk and create new automations to reduce cost per ticket and time to resolution
- As a Customer Support Specialist, you will handle a high volume of Zendesk tickets, helping to ensure that we meet our defined service-level goals, escalating requests as needed to the appropriate specialists according to documented procedures
- You will work efficiently and aim to resolve support requests with a single reply
- You will help spot support trends, such as product bugs, outages, etc, from the tickets you handle
- You will help identify documentation gaps in our Help Pages to improve their efficacy, and help publish content recommendations updates to fill those gaps
- When needed, you will provide occasional community and/or social media support by responding with approved templates
- You’ll be required to attend meetings on camera via video conferencing
- While we offer a flexible work arrangement with no core hours, expect an average full-time commitment of 40 hours per week
Application process
- A successful candidate must pass a background check as a condition of joining the team
Our take
Companies are making money off of people's private information online without their consent. DuckDuckGo believes the internet shouldn't be this invasive and that getting the privacy you deserve online should be an easily accessible option.
With the company's Privacy Essentials desktop browser extension for Safari, Firefox, & Chrome and the mobile DuckDuckGo Privacy Browser for iOS & Android, users can block trackers, secure connections, and search anonymously, so they are protected on any device anywhere.
The company's app is downloaded more than 50M times a year, and its private search engine has become the #2 search engine on mobile in the U.S., Canada, Australia and the Netherlands. DuckDuckGo's next steps include a suite of new privacy solutions, including Email Protection, App Tracking Protection and its first-ever Desktop Apps for Mac and Windows.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jun 2021
$59m
SERIES C
Aug 2018
$10m
EARLY VC
Total funding: $72m
Company benefits
- Office Setup: To help you get your office set up, we reimburse up to $1,250 USD to cover the purchase of office productivity items, such as desk, chair, computer monitors, keyboards, etc
- Co-working: Should you prefer to work from a co-working space, we reimburse the cost up to $500 USD per month
- Wellness Stipend: To promote your physical and mental health, we offer a Wellness Stipend of up to $1,000 USD per year
- Learning Stipend: To promote your professional development and reinforce our culture of self-directed learning and skill-building, we offer a Learning Stipend of up to $1,250 USD per year
- Charitable Donation Matching: We match on qualified charitable donations of up to $1,000 per year
- Assistance Program: We offer counseling services provided through Workplace Options to help you and your family manage life-stressors
- Company Events: We have annual company retreats, team meetups, and optional “work-ations” where you work with colleagues in various destinations around the world. Every quarter we hold 3-day long Hack Days, during which we work on whatever we want
- Remote First, Always: We've always been a fully distributed company with team members all over the world. We trust you to get your work done wherever, whenever
- Flexible Time Off: We trust you to use good judgment to take time off as needed so that you can be your best at work. Our CEO sets a good example by taking regular vacations and encouraging the rest of the team to do the same
- Healthcare - Medical, Dental, Vision (US Only) 🇺🇸
Company values
- Building trust - By building trust, we do right by our users and our staff
- Questioning assumptions - By questioning assumptions, we reject bias and elevate the quality of our work
- Validating direction - By validating direction, we grow fast and sustainably
Company HQ
Paoli, PA
Articles
Leadership
Gabriel Weinberg
(Founder & CEO)Studied Physics at MIT. Previously co-author of Traction and Super Thinking.
Diversity, Equity & Inclusion at DuckDuckGo
- At DuckDuckGo, our vision is to raise the standard of trust online, and our mission is to show the world that protecting privacy is simple. Having a diverse, inclusive, and equitable team is critical to achieving those goals
- Online privacy abuses make the Internet worse for everyone by weaponizing our personal data in ways that create exploitation, discrimination, polarization, and chilling effects, among other problems. We can't build world-class solutions to these problems without a world-class team. That is why we seek to recruit, retain, and support the continued growth of talented and high-performing people of all different backgrounds, perspectives, and experiences
- Our commitment to embracing diversity and empowering all team members is rooted in our core values: build trust, question assumptions, and validate direction. The willingness to validate direction by engaging in the sometimes uncomfortable process of questioning each other's assumptions and being questioned ourselves can only exist in a trusted space — an inclusive and welcoming environment — which is critical to rejecting bias and building a world-class, globally-used product
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