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2 Jul 2018

YNAB Is Hiring a Humbly Confident Full-Time Support Rep

Below Read More
by Lindsey Burgess

Maybe you’ve seen our past openings for part-time support reps, and thought “Wow! That sounds like the perfect position for me … but I need a full-time job!” Well, you’re in luck. For the first time ever, we’re opening a full-time support position to outside candidates. We’re pretty excited about it, and hope you are too!

As YNAB continues to grow, we are looking for an experienced, technically-savvy, Customer Support Rep to join us! This is a full-time, remote position with a schedule that includes one weekend day. We would establish a set weekly schedule that works well for you and the team, but we expect to hire someone who can work their shift between the hours of 9 a.m. to 9 p.m., Eastern.

You might be a perfect fit. You’ll know it if you’re somewhat of a YNAB wizard already, you have a background in email or chat support, and you’re known for your ability to explain complicated things in a way anyone can understand.

We love our YNAB customers, and we want to make sure they love their support experience. You’ll look forward to every email and chat message, because it’s an opportunity to help another person gain control of their money and become a better budgeter.

That’s a super-brief intro, and there’s a lot more to it. But first, you need to know if you’ll even like working with us. (We think you will.)

A Bit About Us

We build the best budgeting software around, YNAB or You Need a Budget if you have a lot of extra time on your hands. For more than a decade, people have been using YNAB and then telling their friends what a difference it has made in their lives. (Google us, or read some of our reviews on the App Store, and you’ll see what we mean.) We love building something that has a huge positive impact on people’s lives.

We’re profitable, bootstrapped, and growing. YNAB started in 2004 and we haven’t taken any outside funding—we’re in it for the long haul.

We have one overarching requirement when it comes to joining our team: our Cultural Manifesto has to really click with you. If you’re nodding emphatically while reading it, you’ll probably fit right in, in which case, we can’t wait to hear from you!

First, let’s talk about life at YNAB and then we’ll go into detail about what we’re looking for.

Who you’d be working with:

Emma is our CS onboarding owner—which means she has the best job ever. She gets to walk you through your interviews and trial, and help welcome you to the team. When not searching for our next support star, you can find her experimenting in the kitchen, exploring her new city, hanging out with her husband, or dreaming about the beach.

Your manager: Your specific availability will impact what team you’re on and who your manager is, but trust us that they are all incredible! You can look forward to chatting with Jacob about delicious vegetarian restaurants, discussing Hamilton with Janelle, or giggling when Veronica’s horse dog makes an appearance during your weekly meetings. They each bring something unique to the YNAB team, and can’t wait to meet you.

Your team: We have several email and chat teams, each comprised of both full-time and part-time reps. You’ll get to know your new colleagues through the team Slack channels and in regular team meetings where you’ll chat about team goals and projects. While we’ve grown a lot in the last few years, we work hard to maintain a close-knit team culture where everyone is passionate and excited about the work they do.

How You’ll Work at YNAB

We work really hard to make working at YNAB an amazing experience. We have a team full of truly exceptional people—the kind you’ll be excited to work with. Here’s how we operate:

Live Where You Want

We’re a distributed team, so you can live and work wherever you want. Proximity doesn’t influence productivity, and as we continue to increase our global reach, we’d love to have more team members in other timezones to help deliver timely responses to users. Our only requirement is that you have a reliable internet connection and can focus on work during your scheduled shift!

Take Vacation (Seriously)

We want you to take vacation. In fact, we have a minimum vacation policy of three weeks per year (plus two extra weeks for Christmas break). It’s important to get out and do something. We’ll look forward to seeing pictures of your vacation in our internal chat room, creatively named #office_wall.

Up Your Game

We’re serious about helping you improve your craft. We budget for it (hey-o!). Think conferences, books, dedicated time away from work to learn something new… it’s really up to you and your manager. But we love to see our people growing.

If You’re International

You’ll be set up as a contractor. Employee or contractor, it’s all the same to us. You’re part of the team. As for time zones, we’re flexible as long as the shift time works for you.

If You’re Stateside

You’ll be a W2 employee with fantastic health, dental, and vision insurance, where we cover 100% of the premium for you and your family. (No need to check your vision, you read that right, 100%. Although if you did need to check your vision, no big deal, we’ve got you covered!)

We also have Traditional and Roth 401k options. YNAB contributes three percent whether you choose to throw any money in there or not. It vests immediately. (Are you a personal finance junkie like Jesse? He set up YNAB’s 401k to have the lowest fee structure possible, where all plan costs are paid by YNAB, not your retirement nest egg. The investment funds available are fantastic, passively-managed, ultra low-cost index funds. You’re not a PF junkie? Then trust us, it’s great.)

Other Tidbits

If this sounds like your ideal environment, read on because now I want to talk about you. You will play a big part in helping people succeed at budgeting with YNAB. You will change lives. I’ll only say that six more times.

Now, back to you, our new Support Rep …

First and foremost, you have customer support experience. You understand the importance of balancing directness, accuracy, personalization and speed, and are comfortable taking on the most difficult conversations. Your past support jobs have given you a great foundation and understanding of the customer experience, and you’re ready to learn from us, while simultaneously teaching the YNAB team something as well.

Not only are you a customer support professional, you’re also incredibly passionate about it. You’ll set aside part of your shift to review conversations, read support-focused books and articles, and dive into how you can do your job better. You don’t view support as a stepping stone, it is your career, and you’re eager to grow with us.

You love problem-solving. You’ll have the impossible task of seeing the forest and the trees. You’ll dive into the depths of a customer’s issue, infer from their (sometimes vague) descriptions of exactly what’s going on, anticipate where they’ll trip up next, and clearly explain what they need to do in order to continue having success with YNAB.

You’ll be the face of YNAB. You don’t mind answering the same question multiple times in the same day, because it’s a different customer each time—another chance to make someone’s day. You manage to exceed expectations even when you deliver a different answer than the customer was hoping for.

You’re really good at switching gears. You’ll answer three emails in a row—one about how to get a reluctant spouse to budget, the next about a bank not pulling in transactions, and another from a college student who realized they really need a budget for all their pizza and ramen—and not miss a beat.

You know that speed of response is extremely important, but you can walk that fine line between speed and accuracy. You are a master of being direct and friendly within the same sentence, and consistently send a minimum of 10 personalized replies per hour.

You play really nicely with others. You’re flexible. You adapt and adjust. When we implement a new feedback tracking system, it’s your best week ever.
You love to learn. You love constructive feedback because it helps you improve. You pick up conversations mid-stream from a colleague who is off for the weekend, and offer a virtual high-five when the conversation is closed: customer satisfied.

You love taking that one little extra step beyond what’s expected. You’re creative in that way. You consistently force us to ask you questions like, “How did you know the customer meant ‘x’, when he was saying ‘y’ the whole time?”

You’re open-minded. While you have support experience, you’re not afraid to learn about how we do things at YNAB. Our team goes above and beyond what’s expected and delivers exceptionally personalized responses, and you’re excited about learning the YNAB support ropes.

A Day in the Life…

Our full-time reps spend 30 hours each week answering emails or working in chat support, and 10 hours working on projects, in meetings, and improving their craft. This averages out to 6 hours working with customers, and 2 hours of additional tasks each day. You always know your schedule, because it’s consistent week after week. Let’s say you work Tuesday through Saturday from 12 p.m. to 8 p.m., Eastern. It’s Wednesday, and you’ve opened your laptop to start your shift. You clock in and spend a few minutes catching up on just the important updates since yesterday (there’s a Slack channel for that).

It’s the first day of the month, so the queue is busier than usual, but expected. To warm up, you hop into a couple of the newest emails. It’s an opportunity to really make someone’s day by getting a response within moments of writing in.

Then, you head to the back of the queue and pick up a couple of the oldest ones. You’re often surprised by the complexity of questions you see, but you’re excited for the challenge each one brings. And you know you can skip the ones beyond your knowledge level, and come back to and review them during your 10 hours of development time each week. They may be above your knowledge level now, but in a few short months, you’ll be answering them with ease. In fact, you’ll probably become an expert in one particular area and others will look to you for help.

Today you have your weekly one-to-one with your manager, so you hop on a video call and talk about your metrics, craft goals, and bring up some ideas you have on how to better organize our internal help docs.  

After a productive meeting, you wrap up a few conversations, then spend the last hour of your shift outside of the queue. There are a couple new internal knowledge articles on your reading list, and you’re planning to share a post in the #cs_grow channel about a few lessons you learned recently about tone matching.

Before you know it, it’s time to fill out your quick Daily Reflection and clock out!

You’re the one we’re looking for if:

Bonus Points:

And, since our job descriptions are already so long, what’s another sentence or two? YNAB is an equal opportunity employer. We believe that diversity of backgrounds, beliefs, and experiences are critical to our success, and we’re passionate about creating a welcoming, supportive and collaborative environment for all employees. All are encouraged to apply as we continue to grow a smart, hard-working and diverse team who love working together to build something that matters.

How to Apply

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Your Next Step

Remember, budgeting is not restrictive. You won’t be spending less, you’ll be spending right. You can do this! Today. Right now. What do you have to lose? Except all that debt and stress. (Ok, so kind of a lot.)

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