As YNAB continues to grow, we are looking for friendly, technically-savvy Customer Support Specialists to join our team! We’re looking for both full-time and part-time candidates for this remote position, and you might just be a perfect fit. You’ll know it if you’re somewhat of a YNAB wizard already, and you’re known for being helpful, patient, and awesome–particularly when it comes to problem solving and explaining 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 chat message and email, 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.)
We’ve tried to capture the magic of both part-time and full-time positions in a brief overview below, but at the end of this article you’ll find links for each opening. Follow the links to learn the specifics of the individual roles and to apply to the one position that works best for you.
A Bit About Us
We build YNAB (or “You Need A Budget” if you have a lot of extra time on your hands), the best budgeting software around. For more than a decade, people have been buying 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 hiring and onboarding manager—which means she has the best job ever. She gets to walk you through your interviews and training, and help welcome you to the team.
Senior Support Specialist: Each support team has a Senior Support Specialist who is a total pro at YNAB support. They’ll be available to answer the many questions you’ll have as you get settled, and will help you become an expert in no time!
Your Team: During your first few months, you’ll be a part of a team of other new Support Specialists. You’ll have your own Slack channel, and work together as you navigate your new role at YNAB. After the onboarding period, you’ll transition to your new home team full of experienced specialists and a passionate manager who is eager to help you continue to learn and grow with the team!
What Success Looks Like
At YNAB, our goal is for our users to achieve life-changing financial control. No small thing, right? You’ll join our ever-growing support team and work together to deliver quick, accurate, and friendly responses via email and chat.
You understand the importance of balancing directness, accuracy, personalization, and speed—and, with time and practice, are comfortable taking on the most difficult conversations.
You’re incredibly passionate about great customer support. While you may not have an official support background, you understand the role it plays in the success of a business and know the work you do makes a real difference to our users.
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 may get confused next, and clearly explain what they need to do in order to have continued success with 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 meet or exceed our team wide metrics. Though you might be a perfectionist, you know when it’s time to ship it.
You play really nicely with others. You’re flexible. You adapt and adjust. You look forward to getting your QA results because you know it is an opportunity to learn and see someone else’s point of view. And when we ask you to jump in on a project with our design team, or lend your skills to another team member, it’s your best week ever. We’re a team of kind, helpful people and you fit right in.
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 enjoy taking that one 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. Even if you do have prior support experience, you’re not afraid to learn about how we do things at YNAB, and seeing how our team goes above and beyond what’s expected to deliver exceptionally personalized responses.
You’re the one we’re looking for if:
- You’ll be able to send at least 10 replies per hour.
- You could flawlessly juggle two—maybe three—live chat conversations at a time.
- You can commit to a set schedule, including one weekend day.
- You value excellence and continuous improvement. At the same time.
- You understand how every support response is an expression of the YNAB culture and brand.
- Other people consider you a stellar communicator.
- You love making people happy.
- People thank you when you deliver difficult news. You’re that good.
- You enjoy trying things you haven’t ever done before.
- You aren’t afraid to ask questions.
- You are wildly productive and independent, but a team-player at heart.
- You already use and love YNAB
- You have experience working remotely.
- You have Customer Support experience
As mentioned above, this is a pretty brief overview, so please check out the listings for more details, and to apply to the one position that works best for you.
The application deadline is May 12 at 11:59pm EST.
P.S. If you’re not interested in or available for these positions, but know someone who might be, we would really appreciate it if you passed this along!
Your Next Step
Budgeting is not restrictive. You won’t be spending less, you’ll be spending right. So what do you have to lose? Except all that debt and stress?