Technical Support Associate

• 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]

• Reporting to one of the Managers for Technical Support

• 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.

About 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)

• 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

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