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Technical Support Associate, EMEA

Webflow

Remote / EMEA / United Kingdom / Ireland
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Content & Creative Software
  • Post Date: 07/15/2024
  • Website: webflow.com
  • Company Address: 398 11th St, 2nd Floor, San Francisco, CA, 94103

About Webflow

Webflow is the way to design, build, and launch powerful websites visually — without coding.

Job Description

At Webflow, our mission is to bring development superpowers to everyone. Webflow is the leading visual development platform for building powerful websites without writing code. By combining modern web development technologies into one platform, Webflow enables people to build websites visually, saving engineering time, while clean code seamlessly generates in the background. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative. It’s the web, made better. 

We’re looking for a Technical Support Associate to help empower our customers to do their best work and make Webflow the best product possible. This individual will be working Weekends (Wednesday-Sunday).

About the role 

  • Location: United Kingdom or Ireland
  • Required shift: Weekends (Wednesday-Sunday)
  • Full Time, Permanent
  • The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. We've structured the base pay ranges for this role into zones for our geographic markets, and the specific base pay within the range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills.
    • United Kingdom:
      • Zone 1: GBP 38,800 - 48,100
      • Zone 2: GBP 34,900 - 43,300
    • Ireland: EUR 45,000 - 55,800 
  • Reporting to the Manager, Customer Support

As a Technical Support Associate, you’ll...

  • Provide consistently high-quality customer experiences for all Webflow customers 
  • Help customers in support queues using applications including but not limited to Zendesk and Jira
  • File bugs, troubleshoot product issues, and collaborate with the team to provide an excellent customer experience
  • Advocate for our customers and work closely with your team and manager to find areas of improvement within our product and services.

In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role.

About you 

Requirements:

  • Ability to work a Wednesday - Sunday schedule
  • Understanding of HTML, CSS, DNS or web development/design using tools like Webflow
  • Have demonstrated written and verbal communication skills in the English language

You’ll thrive as a Technical Support Associate if you:

  • Have demonstrated experience with providing high-touch customer support over email, phones and live chat in SAAS or technical customer service 
  • Possess a deep understanding of Webflow products or have experience with other web design tools or platforms
  • Exhibit analytical reasoning and critical thinking skills for technical troubleshooting 
  • Have the ability to learn new digital tools quickly
  • Work autonomously, creatively, and kindly with your teammates while empowering and supporting those around you
  • Practice radical candor with your colleagues to communicate clearly. You can start from the common ground as a great listener and work towards creative solutions with others
  • Advocate for others – including customers and colleagues – and you want to build a career in customer support!

Our Core Behaviors:

  • Obsess over customer experience. We deeply understand what we’re building and who we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers
  • Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment
  • Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care
  • Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a team to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates

Benefits & wellness

  • Equity ownership (RSUs) in a growing, privately-owned company
  • 100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (full-time employees working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent care Flexible Spending Account (US only), dependent on insurance plan selection where applicable in the respective country of employment; Employees may also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness where applicable in the respective country of employment
  • Depending on location, 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave (where local requirements are more generous employees receive the greater benefit); Employees also have access to family planning care and reimbursement
  • Flexible PTO with a mandatory annual minimum of 10 days paid time off for all locations (where local requirements are more generous employees receive the greater benefit), and sabbatical program
  • Access to mental wellness and professional coaching, therapy, and Employee Assistance Program
  • Monthly stipends to support health and wellness, smart work, and professional growth
  • Professional career coaching, internal learning & development programs
  • 401k plan and pension schemes (in countries where statutorily required) financial wellness benefits, like CPA or financial advisor coverage
  • Discounted Pet Insurance offering (US only)
  • Commuter benefits for in-office employees

Be you, with us

At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.

Stay connected

Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, X (Twitter), and/or Glassdoor

Please note:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered.

To join Webflow, you'll need a valid right to work authorization depending on the country of employment.

If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes.

For information about how Webflow processes your personal information, please review Webflow’s Applicant Privacy Notice.

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