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 – Billing & Accounts to help empower our customers to do their best work and make Webflow the best product possible.
About the role
Location: Remote-first (United States; BC & ON, Canada)
Non-Exempt – 40 hours per week, Full Time
Our cash compensation amount for this role is estimated at $64,000 -$75,000 for most locations and $71,000 – $83,000 for locations with a higher cost of labor. All figures cited above are in $USD or its equivalent in local currency. Total compensation is based on several factors, including but not limited to role, level, professional experience, qualifications, and location.
Reporting to the Senior Manager, Customer Support
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.
In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we’ll help you incorporate them into your role.
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 technical customer service
Possess a deep understanding of Webflow products or have experience with other web design tools or platforms
Understanding of HTML, CSS, DNS or advanced understanding of Webflow
Exhibits analytical reasoning and critical thinking skills for technical troubleshooting
Have demonstrated written and verbal communication skills (English)
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!
Even if you don’t meet 100% of the above qualifications, you should still seriously consider applying. Research shows that you may still be considered for a role if you meet just half of the 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
100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (US; full-time Canadian workers working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent on insurance plan selection. Employees also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness
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
401k plan and financial wellness benefits, like CPA or financial advisor coverage
Commuter benefits for in-office workers
Temporary employees are not eligible for paid holiday time off, accrued paid time off, paid leaves of absence, or company-sponsored perks.