Location: Work From Your Home for our All-Remote Company (USA only)
At Files.com, our Customer Success team does a whole lot more than customer support. Of course, we provide high-touch customer support via phone and email. But, the main focus of our Customer Success team is to operate proactively as the face of Files.com by conducting training webinars, publishing videos, writing documentation, creating code samples (that actually run), and helping partners and customers succeed with Files.com.
Our Customer Success team is made up of real engineers who read and write code as a regular part of their job.
Files.com is an enterprise secure file sharing & automation app with over 1,500 paying business customers, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.
We are a hybrid Remote-First and In-Office company, with certain teams being primarily located in-office and other teams being primarily located remote (work from home).
We’re Bootstrapped, Profitable, and Recently Became Backed by Growth Equity
Files.com was bootstrapped by our founder and has been profitable since its founding in 2010.
We recently raised $46.5 million of growth equity from Silicon Valley-based Riverwood Capital to accelerate our growth.
Our success comes from building a great service that solves problems for our customers, and our growth comes from expanding and improving our products as quickly as we can.
We believe that great products can only be built by great people. So we’re on a quest to find the smartest, most creative, and most motivated people, and create an environment in which they thrive.
We Are A Hybrid Remote-First and In-Office Company
We have invested heavily in Remote Work (work from home) since before COVID-19.
We believe that different people have different work preferences and the best way to have access to the widest talent pool is to offer both in-office and full-time remote positions.
To make this culture work cohesively, we have certain teams that are remote-first, and other teams that are primarily based in an office.
In either case, we are still big believers in traveling for regular in-person meetings with your team and the entire company to meet and work together face to face. These meetings are in cities around the US, including Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City.
We think that these in-person meetings are vital to the success of a remote team.
We have paused travel temporarily due to COVID-19, but we look forward to resuming travel this year.
You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. You’ll have the time to take longer vacations and have fun.
About the Role
Members of our Customer Success team spend about half their time responding to customer-initiated interactions such as phone calls and support requests. We take a high-touch approach to support, encouraging frequent interaction with customers and working with them to a full resolution of any issues.
The other half of your time is spent proactively developing content for Files.com. These will include things like training videos, written documentation content, sample code, blog posts, email announcements, andother things that help our customers stay current and improve their use of Files.com.
Excellent written and verbal communication skills.
Top-notch customer demeanor, including patience, understanding, and empathy.
Experience with APIs, the command line, and working with APIs or hosted services in least 2 programming languages.
History of creating content, such as blog posts, videos, and documentation.
Knowledge of hosting-related topics and technologies like TCP/IP, IP routing, DNS, FTP, HTTP, Email, Firewalls, SSL/TLS, Unix, or Linux.
Experience working on a remote team.
Our Core Beliefs
Here are just some of our Core Beliefs:
We believe that allowing and supporting 100% remote work gives us access to great people we wouldn’t otherwise be able to hire. We tend to hire folks who are later in their careers, which means they usually have their family established somewhere. By offering remote work, we can hire the best people, no matter where they’re located.
We believe that the best way we can acquire top talent is by being an amazing place to work. Work from home, travel with the team, and surround yourself with top tier people at Files.com. Read about everything we’ve done to make working at Files.com great.
We believe in building products that we actually use ourselves. We are our own toughest critics and we put all of our products through their paces every day.
Salary, Pay, and Benefits
Files.com offers industry-leading salaries based on experience combined with unparalleled flexibility and other benefits to secure top talent.
You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. Go have fun. Don’t work all the time.
We will provide you a laptop and a $1,000 signing bonus to purchase a new monitor, desk, or anything else that would help build or refresh your home office.
We’ll update your salary annually based on your performance, as reviewed by your peers.
We fully pay base plan health insurance premiums (exact plan details depend on your state of residence), and we’ll pick up the tab for 75% of your spouse or dependents if they wish to join your chosen plan. We want your family to be healthy.
Ready To Apply?
Working here isn’t for everyone, but if you think it might be for you and you have the required experience, please apply right here on this page.
We’d like you to write a cover letter specific to this position at Files.com. Please make sure that it contains all of the following:
Please provide links to publicly-available technical content that you have created, such as blog posts, example code, documentation, or videos.
What is your typical strategy for handling demanding customers?
You may also want to write about why this opportunity calls to you personally and why you see yourself as a good fit for Files.com.