Customer Success Representative (Part Time)

✨ Where do we hire from? Find out more about hiring at TestGorilla

Working hours & eligibility

• Shift: 3:00 pm – 8:00 pm UTC, Monday to Friday
• Weekly hours: 25 hours (5 per weekday)
• Eligible locations: Candidates must reside in time zones between UTC–6 and UTC+1
• Important: Please do not apply if you are outside these time zones, even if you believe you can cover the hours.
  • Also, check our hiring country list to confirm that your country is eligible before applying. 

This role often creates a very high volume of applications. To ensure we create a fair and equitable experience for everyone and to ensure we are able to meet our strategic hiring timeline for this position, we will be closing this application process on Friday 17th October at  11:59pm (UTC)

Hi there, I'm Tom, Head of Customer Support at TestGorilla. We’re excited to share more about the Part-Time Customer Success Representative (CSR) role and our team.

About TestGorilla

Imagine a world where everyone lands their dream job. TestGorilla is empowering one billion people to do just that, as we revolutionise the hiring process with skills-based talent discovery. Our platform discovers, evaluates, and matches talent to dream jobs based on who they really are and what they can truly do. We combine sourcing, screening, and scientifically-validated assessments to reveal the complete picture of each candidate.

Unlike hiring tools that focus on experience and rely on assumptions, TestGorilla surfaces the best talent with the most relevant skills, giving teams the context they need to hire smarter, faster, and more fairly. We stand for diversity, act with integrity, and put talent first. We celebrate individuality and creativity and believe in a workplace where you can make a big impact. Our team works in a flexible, autonomous environment with a focus on well-being and results.

It’s an exciting time to join TestGorilla. Right now, we’re working hard to unlock the next phase of our growth. With thousands of customers and millions of candidate profiles, the potential of our platform has never felt greater! Join us in creating a future where skills matter most, and everyone has the chance to land their dream job

About the role

As our Part-Time Customer Success Representative, you'll be essential in achieving TestGorilla's vision of helping one billion people land their dream job. You'll be spending your day providing fast, painless, and accurate customer support via email. Additionally, you’ll help on live chat, assist with documentation, and proactively reach out to help folks who might not yet know they need it. This isn't just a role; it's your chance to make a real difference by becoming an expert in all areas of TestGorilla. Not only will you provide guidance to paying customers about how to use the product, you’ll also troubleshoot technical issues when they arise, liaise with the development team, and ensure the customer is continuously informed along the way. Join our driven, remote-first team, and let’s achieve these ambitious goals together.

Want to see what it's like to join the Customer Success team and make an impact as a Part-time CSR? Get an inside look in this quick video:

Responsibilities

• Answering written support inquiries, through email and chat in a manner geared toward creating truly successful candidates by helping to:
• Ensure they are able to successfully complete their assessments
• Troubleshoot issues when they occur and liaise with customers to ensure resolution
• Help candidates navigate the assessment flow
• Assisting as needed with things like documentation, research, and other side projects
• Providing customer-focused feedback to other teams, inspiring a success mindset throughout the organization

What you’ll bring

• You are inspired by our mission to put 1 billion people in dream jobs
• You are fully aligned with our behaviours
• You are motivated by doing right by our customers and candidates. You believe in the value of quality customer communication.
• You have experience working in Customer Support or Success for a SaaS product.
• You want your career to be focused on Customer Success. While you’ll have plenty of room for advancement, this role is not meant as a foot in the door to another department.
• You are proficient in verbal and written English.
• You are very comfortable working remotely.
• You’re an incredible communicator and an excellent writer. You can take complex subjects and break them down using clear and simple writing.
• You’re comfortable troubleshooting issues, and are excited to increase your technical knowledge.
• You’re cool under stress. You don’t let unforeseen events affect your empathy and kindness toward customers.
• You’re organized and self-sufficient. You thrive working independently, but know when to ask for help.
• You’re a resourceful problem solver with a strong desire to learn.
• You are receptive to feedback, embracing the opportunity to grow and improve.
• You are comfortable giving feedback to help others improve.
• You can handle difficult customers with ease and professionalism.
• You are comfortable advocating for the customer to help improve the product.
• You are comfortable setting expectations about what can and will be done and when.
• You’re extremely attentive to detail.
• You care about doing good work. You take initiative and ownership to see things through to completion. If it needs doing, you do it.

Bonus skills

While these skills aren’t a requirement, we’d be very interested to hear from you if you have;

• You have previous knowledge of HubSpot, Confluence, Jira and Zendesk (or another support ticketing platform)

What’s in it for you?

• Helping shape a fast-growing HR tech startup as an early employee
• Fully remote position with bright, motivated, and friendly colleagues around the world
• €21,600 - €27,000 annual compensation + stock appreciation rights (pro-rated)
• Flexible vacation
• Paid parental leave
• Remote working budget: €1,000 per year
• Learning & development budget: 3.5% of salary

Interested?

We believe in using our own product to ensure fair and objective hiring. If this role aligns with your skills and aspirations, we invite you to complete one of our very own assessments. This will give you a firsthand experience of our platform and help us get to know you better. We look forward to hearing from you!

TestGorilla is committed to building a diverse and inclusive workplace. We believe that diverse teams are stronger teams, and we encourage applications from people of all backgrounds. We understand that some candidates may experience test anxiety, and we want to assure you that accommodations are available and can be requested prior to sitting our assessments. Your request will not negatively impact your application, as we do not factor this into our review process.

This role often creates a very high volume of applications. To ensure we create a fair and equitable experience for everyone and to ensure we are able to meet our strategic hiring timeline for this position, we will be closing this application process on Friday 17th October at 11:59pm (UTC)