At Webflow, our mission is to bring development superpowers to everyone. Webflow is the leading visual development platform for building powerful websites without writing code. By combining modern web development technologies into one platform, Webflow enables people to build websites visually, saving engineering time, while clean code seamlessly generates in the background. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative. It’s the web, made better.

We’re looking for a Customer Support Associate to help empower our customers to do their best work and make Webflow the best product possible.

ABOUT THE ROLE

• Location: EMEA Remote (UK/Ireland)
• Required time zones: EMEA (UK/Ireland)
• Type: 40 hours per week, Full Time (Saturday - Wednesday)
• Reporting to the Customer Support Manager

We have ambitious goals for 2023 to continue to build out 24/7 support, so if you have weekend availability we'd love to hear from you. We're looking for candidates who can work Saturday-Wednesday and are currently located in the UK/Ireland. Please let us know your availability in your application!

As a Customer Support Associate, you’ll …

• Provide consistently high-quality customer experiences for all Webflow customers
• Help customers in support queues using applications including but not limited to Zendesk and Jira
• File bugs, troubleshoot issues, and collaborate with the team to provide an excellent customer experience
• Advocate for our customers and work closely with your team and manager to find areas of improvement within our product and services.

ABOUT YOU

You’ll thrive as a Customer Support Associate if you:

• Have demonstrated experience with providing high-touch customer support over email and live chat in SAAS or account/billing customer service
• Have experience with Stripe and/or similar payment/billing platforms
• Are familiar with Webflow's product and capabilities, or have experience with HTML, CSS, and DNS
• Exhibit analytical reasoning and critical thinking skills for account/billing
• Ability to learn new digital tools quickly
• Work autonomously, creatively, and kindly with your teammates while empowering and supporting those around you.
• Practice radical candor with your colleagues to communicate clearly. You can start from the common ground as a great listener and work towards creative solutions with others.
• Advocate for others – including customers and colleagues – and you want to build a career in customer support!
• Have demonstrated written and verbal communication skills in the English language

If you don’t meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements.

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
• 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. Employees also have access to family planning care and reimbursement
• Flexible PTO with an mandatory annual minimum of 10 days paid time off, and sabbatical program
• Access to mental wellness coaching, therapy, and Employee Assistance Program
• Monthly stipends to support health and wellness, as well as smart work, and annual stipends to support professional growth
• Professional career coaching, internal learning & development programs

Be you, with us

At Webflow, equality is a core tenet of our culture. We 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.

Stay connected

Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, Twitter, and/or Glassdoor.

Please note:

To join Webflow, you'll need valid U.S. or Canadian 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.

Webflow requires all new employees to submit their COVID-19 vaccination status as a condition of their employment. Your failure to timely provide requested information, may result in the revocation of your offer or the termination of your employment, as applicable.

At this time, Webflow does not permit employees who are not fully vaccinated against COVID-19 to work out of any Webflow office, visit an office, or attend any in person work or company sponsored events. We will only consider individuals who are fully vaccinated against COVID-19 for roles which require any in person work. If, due to the nature of your role, you are at any time required to work in person, but you are not fully vaccinated against COVID-19, subject to applicable regulations, your employment may be terminated.