Technical Support Associate

  • Full-time
  • $75k-$100k/mo
  • 2 months ago
Customer Support
We’re looking for a Technical Support Associate to help us empower our customers to excel in their endeavors and to continuously enhance Webflow to its fullest potential.
About the role
  • Location: Remote-first (United States; BC & ON, Canada)
  • Full-time
  • Permanent
  • Non - Exempt status (Relevant to US only)
  • 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 States (all figures cited below in USD and pertain to workers in the United States)
  • Zone A: [85,900]
  • Zone B: [80,800]
  • Zone C: [75,600]
  • Canada (All figures cited below in CAD and pertain to workers in ON & BC, Canada)
  • [96,950]
Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
  • Reporting to one of the Managers for Technical Support
As a Technical Support Associate you’ll
  • Deliver consistently exceptional customer experiences to every Webflow user.
  • Assist customers in support queues utilizing various tools such as Zendesk and Jira.
  • Document and report bugs, resolve issues, and foster collaboration within the team to ensure top-tier customer satisfaction.
  • Advocate for our customers' needs, collaborating closely with your team and manager to identify opportunities for enhancing 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

You’ll thrive as a/an Technical Support Associate if you:
  • Demonstrated high-touch customer support experience in SAAS or technical services, including email, phone, and live chat.
  • One or two years working in technical support roles.
  • Self-learning ability and quick adaptability to keep pace with evolving product features and new digital tools
  • Deep understanding of Webflow products or similar web design tools.
  • Proficiency in HTML, CSS, DNS, JavaScript, or advanced Webflow knowledge.
  • Analytical and critical thinking skills for technical troubleshooting.
  • Autonomous, creative, and supportive team player.
  • Practices radical candor for clear communication and creative problem-solving.
  • Have demonstrated written and verbal communication skills in the English language
  • Advocate for others – customers and colleagues – and you want to build a career in customer support
  • Experience working with Google Workspace, Slack, Zendesk and Confluence
  • Must be able to work Wednesday - Sunday (off Monday + Tuesday)
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
  • 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
Temporary employees are not eligible for paid holiday time off, accrued paid time off, paid leaves of absence, or company-sponsored perks unless otherwise required by law.

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.