Customer Support Coordinator

THIS POSITION HAS BEEN FILLED; HOWEVER, WE DO VALUE GREAT TALENT AND CONTINUE TO ACCEPT OUTSTANDING APPLICATIONS.
Before you reply to this career opportunity and answer our call for an awesome Customer Support Coordinator, I would like to invite you to read Our Story… and yes, please start at the beginning. It is important to know where we have come from for you to truly get a sense of the opportunity in front of you.  And yes, we realize it is long, but we have had quite a journey so far and we believe only the best is yet to come.
http://www.yo.com/#!/our-story
After reading our blog, if you are feeling that this excites you and you would like to be a part of this journey in some capacity, please keep reading and consider applying for this job posting.
We are looking for the right candidate who loves interacting with people on a daily basis.  You would start by owning the customer experience with our travel brands including: RentalHomes.com, Renters.comRentByOwner.com and the soon to be launched CruiseShips.com.  As we are getting closer and closer to the launch date for YO!, we will also need you to dive into UserVoice, our customer support platform for YO!.  You will be an integral part of the team as you will help drive our brands forward based on what the customers are telling us.
Who are we? Well that is a little murky. Officially, we are Left of the Dot Media. Established in 2010 and located in the heart of Maple Ridge, Left of the Dot Media turns million dollar domain names into multi-million dollar businesses. But ‘we’ should also be considered Yo.com, YO! Media, and the entire half of the company focused on bringing this new brand to market.
We used to exaggerate and say our office is waaaay out here in Maple Ridge, but we have subsequently learned that people who live downtown get scared by that statement. If you do commute, it is only 35 minutes against traffic from downtown Vancouver, and as we are just across the Golden Ears Bridge, we are extremely convenient to all the talented people in the Tri-Cities, Burnaby Langley, Surrey, Mission, New West and all points in between.
We located our offices out here as we felt that Maple Ridge was a growing, vibrant community filled with talented people who are sick and tired of wasting 500+ hours on the West Coast Express every year. When we set up shop out here more than 1 year ago  2 years ago 3 years ago (holy $h!t, time flies when you are having fun), it was because we were finally fed up with commuting and realized that we could create something awesome right here in our own backyard.

Personality:

  • You must be a risk taker who has a passion for entrepreneurism.
  • We still classify ourselves as a Startup even though we are an international team of 50 (We are presently 10 in Maple Ridge and 40 in Bangladesh, though we envision doubling in the next 4 to 6 months). As such, you must want to work in a Startup.
  • You realize that failure is an option, because failure means that you have started
  • Maybe you have worked in a large corporation offering customer support to hundreds of people daily, or maybe you worked for company providing help to their users, but in any role, you had wished to be part of a smaller team where you would have a direct impact on the business as a whole
  • You must be a self-starter and be able to manage yourself and your projects
  • You can self-learn as things change; and quickly, because learning is something that you have to do daily
  • You should be up-to-date on your Internet memes (that way you know if we are laughing at you or with you). Bonus points if you have earned a whack of karma on reddit.
  • You should want to build something really cool, so that in a couple of years we all say, “Wow! Look what we’ve built together”
  • It is OK to be an Apple fanboy/fangirl, but realize that more than half the world, especially in developing markets, will never convert to iOS
  • You must believe in the mantra of “Work hard, play hard.”
  • You must be able to laugh at yourself and roll with the punches
  • You must tolerate animals (On any given day, we may have a dog in the office. Or sometimes a cat. Though never together. That day was not a good one).
  • You don’t have to be good at Darts or Foosball, but you should be willing to learn or you will constantly lose and be the one doing the coffee run to Waves on 207th

Essential Skills

  • 3-5 years of experience in a customer-facing role either in person, via social media, or on the phone.
  • A passion for customer happiness and an upbeat, engaging personality
  • Must be adept at multitasking in a fast paced high volume environment
  • Organized and able to deal with information coming from different sources at once
  • You have high expectations of yourself and others.
  • Excellent oral and written communication skills.

 Useful Things

  • Attention to detail and experience in a related technical service industry
  • Familiarity with UserVoice, ZenDesk, Aria, Get Satisfaction, chat software and forums
  • Good grasp of social media and its ability to be a conduit to and from our customers
  • Fluency in a second language
  • You consider yourself a thought leader and demonstrate this via blogging, networking at industry events, or speaking at conferences (or at least a willingness to try)
  • Knowledge (and willingness to accept) that sometimes it requires we work around the clock — not because someone is poking you with a sharp stick, but because you want to and we need to
  • Knowledge that you don’t know everything and that we don’t know everything, but if we put our heads together, we can probably figure it out at least as well as anyone else.

About the Job                         

So what will you be doing?

  • Act as a first line of response to customers worldwide
  • You would start off by working closely with three of our web-brands: RentalHomes.com, Renters.com, and RentByOwner.com
  • We have hundreds of people calling into these Brands every month looking for all sorts of things: recommendations of places to stay, questions about how the brands work, opportunities to list their homes with our sites, etc. You will need to own this customer experience. Yes this includes answering client phone calls, emails, support questions, etc… But this is NOT a tele-sales/tele-support role. Your role on the phone, or when you are answering email inquiries (or perhaps live chat if we think it may be worth trying) is to learn from our clients about how we might improve the brands and give our clients a better overall experience. Speaking with clients should also uncover new business opportunities that we can take advantage of.
  • More often than not, people who are contacting us are going on vacation and are looking for help in identifying where to go. If you go above and beyond to exceed their expectations, consider this a win.
  • Work with various internal teams to address service queries, resolve bug issues and serve as an ambassador for our brands.
  • “Other duties as required.” Yes, we know you often see this requirement on a lot of job descriptions, but we really mean it. We are a small team who has everyone hands on in building and growing the brand. Other duties may involve aspects of search engine marketing, content creation, business development, or office admin. We are not afraid to teach, assuming you are not afraid to learn.
  • Own the UserVoice experience.  This is the customer support platform that will be working to ensure that our YO! users have a voice, can get help, and help us make the product even better.

Compensation & Next Steps

  • While your salary will be competitive and based on your experience, we believe that as we build this out together, we can all share in the upside and increase compensation as revenues increase for the brands you are involved in.
  • If you are interested in working on a world-class network of premium web businesses, then please send us a recent resume (online links are fine) along with your salary expectations to careers@leftofthedot.com and/or careers@yo.com. No phone calls or unexpected visits please because we have developers here and they are easily startled.
  • Thanks in advance for considering us, and while we thank all those who apply, only those who are being considered may be contacted.

Left of the Dot (and YO!) is a small, but growing company. Fit and a willingness to learn is more important than experience. But because we are small, we apologize in advance if we can’t respond to everyone.
Learn more about us at www.LeftOfTheDot.com or about our next hot project at www.Yo.com