Senior Professional Customer Support Specialist, Goodnotes
Education, 1 year FTC, Renewable/Convertible
Top-rated note-taking app
Be an early applicant
Top-rated note-taking app
201-500 employees
Be an early applicant
201-500 employees
Company mission
To create the best medium for human and AI collaboration.
Role
Who you are
- Proficient in using AI to innovate your working processes
- Experience in MDM systems, particularly knowledge of Managed App Configuration, and troubleshooting these systems
- Excellent planning using a variety of productivity software such as Excel, Notion, and Google Sheets
- Experience in providing technical customer support. Education or B2B SaaS product experience is a huge bonus
- Excellent written English skills. It's a huge bonus if you are also proficient in German, Japanese or Mandarin
- Outstanding problem-solving & critical thinking skills
- Interest in app development and engineering team workflows and processes
- Expert user of iOS, Android and/or Windows products
- Passion for helping people
- Experience with modern help desk software like HubSpot or Zendesk. HubSpot is a huge bonus!
What the job involves
- The Goodnotes Professional Customer Success Team is a group of passionate people who are committed to supporting our professional users in schools and businesses to ensure they have the best possible experience when implementing and using our products
- Our Team works with our B2B and Education Teams to support Schools and Businesses. As our professional user base grows, we are looking to expand our team to provide technical support, implementing and onboarding help, and how to get the most out of the products, which include Goodnotes Teams and Enterprise, and Goodnotes Education
- The Pro CS Team is very new, set up just over a year ago, and currently has 4 members, but is part of our broader Customer Success Team. This makes it a great team to work in as all our members have a huge impact on product direction, improvement and direct contact with our engineering, product and marketing teams to give important insight into our customers’ issues
- Our team is split between Asia and Europe, and our user base stretches across the globe
- As a Senior Pro CS Specialist for Education at Goodnotes, you will lead the Education side of our Pro CS operations while maintaining hands-on involvement in customer support
- You'll spend approximately 50% of your time handling customer tickets, ensuring you stay connected to customer needs and maintain expertise in our education products
- The remaining 50% will focus on leadership responsibilities, including leading and mentoring and growing our Education support team, driving education-specific initiatives and projects, and owning reporting and metrics for the Education support group
- You'll collaborate with Engineering and QA teams to triage issues and coordinate resolutions, design public messaging and write support articles to build a self-service support culture, and plan and execute projects that advance our Education support capabilities
- You will also work closely with our Academic Affaris Team, who build relationships with schools and teachers, to identify areas of imporvement for our services and liase with them on issues with particular schools
- You'll report to the Pro CS Lead (who oversees both Education and Business teams) with autonomy over education support strategy, metrics, and team direction
- Be the first point of contact for schools that are reaching out for support
- Working closely with our Academic Affairs team, who build strong in-person relationships with schools
- Analysing common issues and documenting proven solutions in our Help Centre, as well as preemptively planning support content
- Initiating cross-team projects to improve our customer support process and guide product and process direction
- Be the voice of our customers in product and engineering meetings to drive task prioritisation
- Informing the marketing team about opportunities for content (blog articles, tutorials)
- Owning reporting and metrics for the Education Support Team, including customer feedback
Application process
- Take-home Assignment to showcase your skillset for the job
- An introductory call with someone from our talent acquisition team. They want to hear more about your background, what you are looking for, and why you’d like to join Goodnotes
- A role-specific call to discuss your background and skillset for this role in detail
- Hiring Manager interview: A call with your hiring manager. This is the person who will be managing you day to day, working on your growth and development with you as well as support you throughout your career at Goodnotes
- A meet the team call with 2 or 3 GoodPeople you’d be working closely with at Goodnotes
Salary benchmarks
Our take
Goodnotes is a digital note-taking tool for handwritten notes and (formerly) paper-based information. Thanks to its signature vector ink engine, the app delivers a precise and natural writing experience. It can read handwriting (even the worst handwriting) and allow users to search it, as well as convert it to text for easy sharing into other apps or even web pages. Goodnotes also supports importing, searching, and navigation through PDF, PowerPoint, Word, image files, and more.
The platform is available across iPhone, iPad and Mac. One of the leading note-taking solutions on the App Store (with over 14,000 positive reviews) it competes with apps like Notability and Paper by WeTransfer. Founded in Hong Kong, Goodnotes now operates across the UK and with a number of new features and acquisitions, its proving a powerhouse in digital productivity.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Focus on employee wellbeing
"Company cares about each and everyones wellbeing. A monthly budget is provided for everyone to take care of their physical and mental wellbeing. You..."
Funding (1 round)
Jun 2020
$6m
SEED
Total funding: $6m
Company benefits
- Stock options: Meaningful equity in a profitable tech-startup
- Excellent annual leave package + public holidays
- Flexible working hours and location, we're remote friendly!
- Medical insurance for you and your family
- Continuous learning: A learning and development budget or training or courses to build your skills
- Be your best self: A monthly budget for personal growth including books, language/music lessons and online courses
- Noise cancelling headphones
- Monthly wellness budget: Covering gym membership, therapy, massage and much, much more
- Amazing office space in central London and Hong Kong. Your Travel and lunch are also on us!
- Home office set up: Everything you need to create a productive workspace at home. Chairs, desks, hardware, it's covered
- Sponsored working visa with a relocation package to either of our office locations
- Annual team off-site: Get to know your colleagues
- Professional coffee equipment and freshly roasted beans in our offices
Company values
- Dream big
- Build great things
- Operate as an owner
- Win like a sports team
- Learn and grow fast
- Share our passion
- Be user obsessed
Company HQ
London, UK
Articles
Leadership
Steven Chan
(Founder & CEO)Goodnotes was created from Steven's frustration with taking readable and reusable handwritten notes on his first iPad. Since then, the company has grown to millions of happy users.
Paul Onnen
(Senior Vice President of Engineering)Paul loves building things that help make people's lives better and they are using this experience to help Goodnotes be successful as we continue to grow.
Minh Tran
(COO)Minh is a seasoned people and business leader who is obsessed with searching for the world’s best talent and building winning teams that are highly skilled, innovative, and passionate.
Rowena Chung
(Director of Product)Rowena leads product discovery and strategy across Goodnotes' product group. She is committed to understanding the users’ needs and enhancing their productivity and experience with the app.
People progressing
Bret joined Goodnotes in 2018 as a Senior Software Engineer. In 2023 he was promoted to a Principal Engineer.
Joined Goodnotes in 2021 as a Senior ML Engineer and is now a Senior Engineering Manager, leading a product team to build an incredible AI productivity experience impacting millions of users.
Cam joined Goodnotes as a Senior Brand Designer and 3 years later became the Global Brand Design Lead!
Rammy joined Goodnotes as a Senior QA Engineer in December 2019, transitioned to QA lead after 2.5 years and again to QA manager after 4 months.
Diversity, Equity & Inclusion at Goodnotes
Vivien Ko (People Ops Manager)
- We are a team of c 270, from 39 different countries... and still growing
- We believe diverse teams create better outcomes for users, teams, and businesses
- Learn more about one of our Female Directors https://www.goodnotes.com/blog/rowena-product-manager
- We know there's still a lot more we need to do - and we want you to be part of helping us on our DE&I journey!
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