Technical Support Specialist, Smartling

$50-75k

Salary dependent on location

Junior and Mid level
Remote in US

More information about location

Smartling

Language translation & content localization platform

Open for applications

Smartling

Language translation & content localization platform

201-500 employees

B2BLanguagesContentCommunicationSaaS

Open for applications

$50-75k

Salary dependent on location

Junior and Mid level
Remote in US

More information about location

201-500 employees

B2BLanguagesContentCommunicationSaaS

Company mission

Smartling's mission is to move the world with words.

Role

Who you are

  • Customer-centric mindset and an affinity to solve problems
  • Capacity to empathize with users in a way that demonstrates you care about their issue and can be relied on to solve it
  • Ability to make decisions to provide quick and accurate resolutions to users
  • Ability to explain complex problems in simple terms
  • A desire to deliver a best-in-class customer support experience
  • Knowledge of modern web technologies such as HTML and Javascript
  • Experience troubleshooting web technology such as HTML/CSS, JavaScript, AJAX, etc
  • Some working knowledge of RESTful APIs
  • Experience with web development tools, such as Firebug and Chrome Developer Tools
  • Minimum 2 years experience in a similar customer support role
  • A home office setup conducive for working remotely, and the ability to work effectively as a remote team member*

Desirable

  • Experience with customer service platforms, such as Zendesk
  • Experience with translation, localization, and internationalization processes

What the job involves

  • We are seeking a Customer Support Specialist for a remote, work from home position
  • Provide best-in-class customer support via channels such as email, phone, and chat
  • Diagnose and solve customer problems, escalating when necessary
  • Troubleshoot software and network issues using tools like Splunk, FullStory, Chrome Developer Tools, and cURL
  • Direct users to relevant product documentation and resources as questions arise, empowering customers to be better Smartling users
  • Identify gaps in resources and documentation to support future issue deflection
  • Collaborate across teams, including Customer Success, Engineering and Product to solve problems and support our customers
  • Plan, organize, and prioritize your work
  • Advocate for product improvement and change
  • Proactively contribute to process and service quality improvement

Otta's take

Xav Kearney headshot

Xav Kearney

CTO of Otta

Smartling leverages a network of professional translators and AI translation software to enable companies to connect locally with audiences anywhere, through any channel. Over the last few years, the company has emerged as a real market leader.

The roll call of customers is proof of the startup's success, with the likes of Shopify, Lyft, Tinder, Samsung, H&M, Mastercard, and plenty of others all taking advantage of its platform.

The appeal is obvious: since a company’s online presence is unlimited by geography, it shouldn’t be limited by language. The advantage of an offering like Smartling is that it doesn’t just loosely translate meaning like a browser would, but can also translate impact. As fast growth companies scale internationally and bring their brand message to new markets, this kind of service can prove crucial.

Smartling is showing no signs of slowing down its growth any time soon, with more than $220 million in funding raised. Its 2021 round of funding is being used to increase its headcount, and therefore capacity, while continuing to refine and innovate its product.

Insights

Top investors

Few candidates hear
back within 2 weeks

16% employee growth in 12 months

Company

Funding (last 2 of 6 rounds)

Dec 2021

$160m

GROWTH EQUITY VC

May 2014

$25m

SERIES D

Total funding: $227.2m

Company benefits

  • Competitive Salary & Equity
  • Flexible vacation & PTO
  • Health Benefits
  • Generous Maternity/Paternity Leave
  • 401k Retirement Planning
  • Commuter Benefits
  • Remote Hires
  • Employee Referral Bonus

Company values

  • Take Care of Our People
  • Good Today, Perfect Tomorrow
  • Constraint Breeds Creativity
  • Debate, Then Commit
  • Be Accountable

Company HQ

Garment District, New York, NY

Founders

Jack Welde

(President)

Began career as a Pilot / Squadron Deputy Director of Operations in the US Air Force. Former SVP of Product at eMusic, former COO/CTO of SheSpeaks, and former COO at RunTime Technologies. Founded and was CEO of Smartling until 2019, before becoming President.

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