Customer Support Hire #1
with with ZeroHeight
At a glance

zeroheight is a Y Combinator company shaping the future of the UX design industry by allowing any company to have a Design System. We've grown organically to 500+ paying customers thanks to one thing – talking to users and making a product people love 💝

We've now reached a point where we need help with the "talking to users" part – that's where you come in :)

 
Salary: £28-£35,000 basic salary + equity
Market: SAAS / B2B
Stage: Early Stage Growth
Company size: 9+
Office: SecondHome, Spitalfields, London E1 5JL
Founded: 2015
Website > https://zeroheight.com/
Highlights
The
Job title:
Customer Support Engineer - #1
Company:
ZeroHeight
What they do: 

 

zeroheight makes it easy for teams to document their design system together using beautiful living styleg uides synced with design and code ✏️🎨 

Design systems allow product teams to collaborate on design efficiently and deliver consistent user experiences as they scale.

We're backed by Entrepreneur First, Adobe and Y Combinator and our home is an office with a lot of plants in London, UK 🌱🇬🇧

What you'll do: 
 

We're looking for someone with amazing communication skills so they can make our users smile, combined with a technical background so they can troubleshoot issues

You’ll handle all incoming support issues and customer feedback – collaborating with the rest of the team to resolve issues and incorporate feedback into our roadmap

Full Job Description

5 reasons why you should apply

We're looking for someone with amazing communication skills so they can make our users smile, combined with a technical background so they can troubleshoot issues

  1. We're on a super exciting trajectory. zeroheight is at the cutting edge of the UX industry and thanks to the backing of investors like Y Combinator and Adobe we have everything we need to become the leader in Design Systems.
     

  2. You'll have a huge impact. This is an opportunity to join a growing design startup as one of the first 10 employees in a role that can truly help the company succeed – that's why it comes with equity.
     

  3. zeroheight users are awesome. They are product-builders themselves and often take the time to say lovely things and share useful feedback.
     

  4. It'll be both rewarding and fun. Being in the early team of a growing startup and seeing it succeed thanks to your efforts is hugely rewarding. Also, startups are fun!
     

  5. Exciting career opportunities. You'll report to the Head of Customer Success and have a broad range of opportunities to grow internally.


     

What will you be doing?
 

TLDR: You’ll handle all incoming support issues and customer feedback – collaborating with the rest of the team to resolve issues and incorporate feedback into our roadmap

🤝  Support
 

You'll spend most of your time responding to queries using our company voice & tone, always looking for opportunities to go above and beyond and impress users
 

  • Technical support: you'll troubleshoot technical support issues, jump on calls with customers if needed, and provide clear and comprehensive bug reports to the product team if an issue needs to be escalated
     

  • Non-technical support: you'll handle non-technical issues such as billing queries and collaborate with the product team to build tools to automate frequent support tasks

     

📖  Documentation
 

You'll keep track of the frequency of support issues (both technical and non-technical) and create documentation and resources to improve our Help Center / FAQ and reduce the number of incoming issues

 

📊  Feedback management
 

You'll track the feedback that comes in through all our various feedback channels, clarify it with users where necessary, and organise it so it can be easily incorporated into our roadmap

 

🚀  QA
 

You'll help with testing product features at various stages of our development and release process in order to help us uncover bugs before features get into the hands of users
 

Here's what your first 6 months at zeroheight could look like

 

Are we a good match?
 

✨  You’re amazing with customers
 

You've worked in a customer-facing role and are great at communicating, listening, empathizing, prioritizing and speaking/writing clearly and concisely.
 

💻  You have a technical background
 

You have enough knowledge of web technologies, HTML/CSS/JS, APIs, UX tools etc. to understand and troubleshoot issues with our web application and plugins.
 

📱  You love products and all things UX
 

You're excited to spend the next few years continuously learning everything you can about UX design and best practices in Design Systems.
 

🌱  You're excited to work at a startup
 

You have a proactive attitude and a strong drive to succeed in a startup environment where you'll need to be autonomous and adaptable to change.
 

👩‍❤️‍👩  You're looking for a serious relationship
 

You want to get stuck in and work somewhere long enough to have a real impact. You're ambitious and not afraid of taking on more responsibility as we grow.

About us

 

👨‍👩‍👧‍👧  We're a (growing!) team of 2 co-founders, 3 product engineers, a product designer and a head of customer success

🤸‍♂️  We have a flexible work-from-home culture and offer flexible working hours — we value ownership and judge people by what they deliver, not how many hours we see each other in the office
 

🎨  We're design-driven — we think outstanding design gives companies a competitive advantage so we take a lot of pride in the product we're building and listen very carefully to what our users want
 

🌱  Like many companies we're all working remotely right now but during normal times we're based in a lovely co-working space in London called Second Home — it's a unique, inspiring place with many, many plants, curved walls and a lovely community of people (and showers!). We can't wait to go back :)
 

🌮  We eat lunch together (again, during normal times!)
 

😂  We're pretty light-hearted and don't take ourselves very seriously (we still do this despite being remote)
 

😴  We avoid long and/or unnecessary meetings and we value asynchronous communication and uninterrupted periods of deep work to get things done
 

🎉  It's easy to always focus on the problem that's around the corner despite making great progress, so we make sure to celebrate small wins!

 

Company perks

 

  • Flexible working hours and work-from-home culture

  • Free yoga, wellness and other fitness activities

  • Lunch out with the team every month

  • Yearly budget for online courses and books

  • Generous new starter budget to spend on your workspace

     

About zeroheight

 

There is a fundamental shift in the UX industry towards using Design Systems to build products. Design Systems are systems of reusable UX components that allow companies to create and ship user interfaces more efficiently than ever before. All the design-driven companies have one, and we believe that in the future every company will.
 

But there's a problem: most companies don't have the resources to do it all themselves. This is where zeroheight comes in 🚀  We make it possible for any company in the world to have the same quality of Design System tools that companies like Facebook and Google have.

How to apply...

Full managed

 

We take care of the entire process for you so we can manage and remove poor experiences like ghosting, no feedback, no updates and so on  🙌

 

All you have to do is let your Relationship Manager know you’re interested, ask them any questions you have and they will take care of the rest.

Straight to the front

From there, what’s next is super simple  😇

If you like the initial sound of the company/ role. We then act as your “in” with them and set up an initial phone chat with you and the Hiring Manager there. 

 

The chat will be pretty informal and should only last 10-15 minutes - It's a fact find for both of you. 

 

More than prepared 

 

Before the call we will send you EVERYTHING you'll need to know about the company / who they are looking for / format of the call and so on. 

 

You will be fully prepared and know what to expect at every stage 😀