Customer Experience

Skio | No comp given

Steph's Notes:

This one was reader-submitted. Thanks!

My first thought when looking at this company's Careers page was: "My god, they desperately need a middle-aged manager to decline their screentime requests an hour before bedtime."

I really do realize how condescending that sounds, but y'all, there doesn't appear to be anyone over the age of 35 working there, and that seems to be reflected in values like "You run through walls to get things done" and "Grind. We work long hours to be the best at what we do" and "Hats. Wear many hats. No job is not your job."

MY FRIENDS. SOME JOBS ARE NOT YOUR JOB. TAKE A NAP.

Also the "Great traits" listed are, unsurprisingly, not that great. I'm not going to list them all here, you can see them in the job description, but uh...not great, Bob!

(Boy. These jobs today.)

Original Job Description: Customer Experience

We are seeking a highly motivated and customer-focused individual to join our team as a technical support agent in our customer experience team. In this role, you will play a crucial part in ensuring the growth and success of our merchants.

You will:

• Manage an inbound queue of emails and chat to triage and diagnose technical issues with our merchants. (With the rare Zoom call when needed)
• Work with the technical support team and engineering team to escalate and manage escalations of those issues to ensure constant updates to merchants.
• Assist the team with quality assurance tasks to ensure new features are bug free.
• Assist with documentation creation and updates. Experience with Shopify is required.

If you are driven, customer-focused, and eager to make a meaningful impact, we would love to hear from you.

Ways we stand out

• Post-PMF/actual revenue. $8M ARR (97% margin) as of February 2024 on $8.4M raised.
• Transaction fee business model (1% + 20c on every order).
• D2C/Shopify app ecosystem is low tech. Lots of low hanging fruit.
• Minimal meeting culture. Make reversible decisions quickly. Make irreversible decisions less quickly. 15m meetings instead of 30m meetings. Good read on this here.
• Backed by Y Combinator (if investors matter to you).

Values

• Integrity. Always act like someone's watching.
• Agency. We look for drivers over passengers (Frank Slootman). You run through walls to get things done & question how things can be better instead of going with the flow (too many people who go with the flow and we're going to be in a bad spot in 10 years).
• Grind. We work long hours to be the best at what we do.
• Hats. Wear many hats. No job is not your job.
• Intent. Assume good intent (esp. w/ written communication). We're sensitive without walking on eggshells.

Great traits

• Really good at something with high skill ceiling. Poker, piano, gaming, sports, past startup/project, anything.
• High delta in circumstances & outcome. It's a pretty strong signal when you're able to do much better than most people in your shoes would do.
• Adventure-driven. We're here to build a legendary company & make some fun memories (+hopefully lots of money).
• EV-based decision-making. You look at how much X will help Y, the number of Y, and estimate how long X will take when deciding what to work on.
• Autonomous. Can take vague requests and get them done without needing too much help.
• Apolitical. Culmination of many points above. If you've experienced a political company culture and it killed you inside, then that's great (will do our best to make sure this never happens here).