About Ginger Labs
Since 2009, Ginger Labs has built tools that help people live better by focusing on what matters in their lives. We started with soundAMP, a digital hearing aid app for the original iPhone that helped people with hearing loss communicate more easily with friends and loved ones. When Apple announced the iPad, we began designing Notability, using soundAMP’s audio recording features as its foundation. Notability has become the best note taking app on iOS and OS X.
Notability is an app for iOS and Mac that millions of people use to capture and review information, bring ideas to life, and go paperless. Power users spend up to 12 hours in the app per day, and we regularly hear that people buy iPads just to use Notability. The app has also been the iPad’s best-selling paid productivity app for four years in a row.
Notability is used by a strikingly wide spectrum of people, from kindergarteners learning to write, to medical students studying for their board exams, to industrial painters on site visits, to lawyers taking depositions. To offer just a few more examples, it’s also used by artists, businesspeople, coaches, designers, knitters, journalists, musicians, pastors, scientists, and everyday people with big ideas.
About Notability Support
Because it’s such a powerful tool, our users are enthusiastic about Notability. As a member of our support team, you’ll channel that enthusiasm to help people do even more with the app. That means two main activities:
- You’ll help people learn how to use the app’s existing features.
- You’ll help refine existing features and add new ones.
In both areas, you’ll work with individual users who reach out through email, Facebook, Twitter, and an occasional phone call. You’ll answer their questions, seek to understand their needs, keep track of their feature requests, diagnose the bugs they report, raise bugs with QA and engineering, and keep users in the loop about our work. Through those efforts, you’ll provide excellent support for an excellent app, and you’ll make our users feel like part of the broader Notability team.
You’ll also interact with users as a whole by making and maintaining resources like FAQs, tutorials, release notes, troubleshooting guides, and surveys. You’ll keep these concise, up-to-date, and easy-to-find so that the most important information about Notability is just a moment away whenever users need it.
Meanwhile, you’ll be on the lookout for ways to make processes smoother and more efficient for both our team and our users. You’ll also share the good and the bad of what we hear from users with the rest of the team to keep everyone close to our users.
Required Skills and Experience
- Bachelor’s degree.
- Excellent writing skills and email etiquette.
- 1-3 years of experience in online customer support for software.
- 1-3 years of experience with software such as Zendesk, Help Scout, or Groove.
Appreciated Skills and Experiences
- Programming experience.
- Degree in computer science or similar.
Traits of a successful support agent:
- Attention to detail
- Solution-focused mindset
- Fascination with how other people think and work
- Passion for delighting others
Working at Ginger Labs
How We Work
Each member of our team contributes to all parts of our products. We trust each other to make decisions independently while also considering our common goals and values. We share ideas openly, and we collaborate across disciplines to ensure that our decisions make sense from all perspectives. Our engineers and designers work closely and iterate quickly, while QA and customer experience bring our users’ voices to team discussions.
When We Work
We keep work and life balanced. We set our schedules based on our excitement to solve a problem, and we trust each other to get things done. We work from home when it will help, and we have an “as long as you get your work done” vacation policy.
Where We Work
We work in downtown SF near Market Street, just a short walk from two BART/Muni stations. Our open-plan office has height-adjustable desks to help us stay limber, a trio of rooms for small group meetings or individual work, and a shuffleboard and arcade basketball machine to help us stay coordinated (or to enjoy during happy hour 🙂
- Comprehensive healthcare: medical, dental, vision
- Flexible work and vacation schedules
- 401k with matching contributions
- Generous stock grants
- Matching gifts to non-profits
- Commute on public transit
- Daily lunches
- Weekly happy hour
- Monthly phone bills
- Company outings
To apply for this job please visit the following URL: http://gingerlabs.com/ →