Customer Support Specialist; Part-Time

Do you enjoy helping people, solving tricky problems, and explaining technical things clearly? Are you an enthusiastic Remember The Milk user who’s familiar with all of its (many!) features? You might be the person we’re looking for!

You’ll help customers with questions and problems across our web, mobile, and desktop apps. One minute, you might be helping someone find the feature they need. The next, you might be reproducing an unusual bug and working with our engineers to figure out why the app misbehaves whenever there’s a solar flare.*

• Help customers through our support inbox, community forums, and social media with clear, friendly, and accurate responses.
• Reproduce bugs, gather useful diagnostic details, and write clear reports for our engineers.
• See customer conversations through to resolution, keeping people informed along the way.
• Escalate issues with a clear summary of the problem, what you’ve tried, and what you’ve learned.
• Spot patterns in customer questions, problems, and feedback, then share what you’re learning with the team.
• Improve our help content so customers can find answers more easily.
• Help with product testing on new releases before they ship.

• Experience helping customers in writing, ideally for a software product.
• Clear, warm writing and the ability to explain technical ideas in plain language.
• A curious, methodical approach to troubleshooting, and comfort digging into unfamiliar tools, settings, and diagnostic information.
• Good judgment about when to keep investigating, ask for help, or escalation of an issue.
• The organization and follow-through to work reliably as part of a remote team.
• Patience, empathy, and a genuine desire to help people get unstuck.
• Enthusiasm for task management in general and Remember The Milk in particular (if you already use the app and know it well, even better).
• Experience supporting apps across multiple platforms, such as web, mobile, and desktop.
• Experience writing customer-facing help content or technical documentation.

This role is 15 hours a week, with a few hours each weekday. Some weeks, there may be up to five extra hours available, but they’re completely optional. Beyond that, your schedule is flexible, and you can work from anywhere (Earth-dwellers only, please). This role pays $30–35 USD per hour.

We’re a small company, founded in Sydney, Australia by two people and one stuffed monkey. We’ve been making Remember The Milk since 2004. We’re now based in San Francisco, but our team is fully remote: everyone works from home, and keeps in touch over Slack. We don’t take ourselves too seriously (as evidenced by one of our founders being a stuffed monkey).

* Solar flares don’t have that much effect on task management apps. Usually.