Jane’s growing, and we need more Support people!
Customer Support at Jane is not just a regular ol’ support job. Working on the Support team is different at Jane because for us, Support is at the heart of our company. You’ll see this in the way that the Support team functions as the ‘stem cells’ of Jane—we have Support team members throughout Jane, helping infuse other roles in our company with the heart of Jane’s customers. Don’t be surprised then that we expect a lot from our Support team. For example, our Support team also functions as our Sales team. But introverts, fear not: we don’t use cold calls to sell Jane. Instead, we grow the same way our customers do; we provide a service that’s so good, customers can’t help themselves from recommendingJane to their friends.
At Jane, we want our Support team to be friendly, qualified, and knowledgeable as Support is depended on for accurate and speedy responses. While we have some metrics that we monitor, we value genuine connection more than hitting targets. We have extremely lovely and happy users, and this consistent message from their time before joining Jane and then after signing up, is one of the reasons why. We never over-promise and we always aim to over-deliver.
As a Support team member, your day-to-day would consist of handling phone and email correspondence from either current or interested users, running online demonstrations of Jane by request, and possibly attending some conferences on occasion to representJane in the community.
Jane jobs are full-time only and local to Vancouver, where we provide Support to our customers from between 7am-7pm. We’ll need you to be available from 9am-5pm as part of the initial 3 month training time, and we’ll discuss your specific shift start time as part of the interview process, depending on our needs. We’ll be looking for some flexibility from you once you complete training, but as more people join the team, you can choose to keep the shift times if they are your fave or move into alternate start times.
We love the knowledge transfer and the “team feel” that comes from working in-office. There’s no question that everyone plays a vital role in the overall performance of the group, and there’s no better time for a sports analogy than in the world of Support: If one person doesn’t show up or do their part, the rest of the team has to work harder to compensate. This is not a lone-wolf type job, and it requires a deep commitment to your team.
We value a good fit over experience, but relevant experience in the clinical world is like gold. If you’ve ever worked at a front desk or managed a clinic, we would love to hear your story. Same thing with supporting another software or having used Jane before, of course!
Here are our internal “Jane Values” document that gives you a more detailed look at what it takes to succeed at Jane.
And here’s a bit more about what we’ll expect from you and who we’re looking for:
- Phone and email support of Jane users–solving problems, not just answering questions
- Troubleshooting and investigating a variety of customer questions related to day-to-day clinic operations
- Ensure customer retention and satisfaction - contribute to Jane’s reputation and effectively build strong relationships across the Jane community
- Guide our customers in achieving their goals - make Jane valuable
- Experience in customer success or Allied Health Clinics
- Strong written and verbal communication skills
- Detail-oriented, analytical, and tech-savvy
- Demonstrated ability to increase customer satisfaction
- Reliable, self-motivated, and excited by fast-paced work
- Problem solver
- Positive and team-oriented
A final note: Jane is a growth company, which means that the role is always changing as the company grows and expands. To be happy at Jane requires a level of comfort with ambiguity.
Training Salary is $45,000 and increases to $50,000 when you graduate from training(usually at around 3 months) with annual increases from there. Because we believe that everyone needs to take a break, vacation time starts at 2 weeks and is bumped up to 3weeks after 1 year. We also provide a comprehensive benefits package that starts on day 1.
If you want to get started, prepare the following application:
Cover letter explaining why you’d be a good fit at Jane - tell us why we’d be making a huge mistake if we don’t hire you. :)
Send these items via email to firstname.lastname@example.org.
You can also reach out on LinkedIn.
We’re excited to meet you.