Success

Summertime Contractor: Support and Operations

Remote

First, know this.

In order to apply for this position, you must presently or previously have used Beanstack as an administrator at a public library or school that licenses Beanstack. You must also submit a cover letter to apply and clearly indicate in that cover letter that you are aware of these requirements.

The Big Picture

As a Summertime Contractor on the Client Success Support and Operations team, you will work with a team of three full-time support and operations specialists and report directly to the Support and Operations Team Lead. The bulk of your time will be spent on our helpdesk, responding to and troubleshooting tickets submitted by public library and school Beanstack administrators as well as end users. The ideal candidate has excellent organizational and communication skills, a deep understanding of Beanstack functionality, and is adept at working in a fast-paced environment. 

This is a seasonal position, which will begin with 10-20 hours of paid training in May, and work between 20-35 hours per week from June through August. 

Responsibilities

  • Claim, respond to, and close tickets on our helpdesk, communicating directly with submitters via HubSpot
  • Troubleshoot technical issues reported to the helpdesk, and submit bug reports to engineering via Asana
  • Communicate clearly and kindly with clients, individual users, and colleagues
  • Uphold and exceed our standards for response timelines 
  • Maintain positive Customer Effort Scores, tracked via customer surveys
  • Assist with support and operations projects and tasks as needed

Education, Experience, and Skills

  • 2+ years of public library or K-12 education experience
  • Excellent written and spoken communication skills
  • Entrepreneurial: comfortable navigating constantly shifting priorities, self-starter with minimal need for supervision
  • Highly adept with technology: quick to learn new tools and apply solutions

A Big Plus

  • Hands-on experience addressing inquiries related to Beanstack from school or library staff and/or end users
  • Startup experience 
  • Experience in a customer-facing role
  • Experience collaborating with a remote team
  • Experience with Hubspot and/or Asana
  • Able to work from 9 am ET to 6 pm ET

Compensation

  • $35 hourly rate

About Us

Zoobean’s flagship products help people achieve reading goals by tracking reading and participating in reading challenges. We serve over 10,000 public library and school clients in the United States, Canada, and Australia. Over 13 million readers use our platform, Beanstack, to track their reading, earn incentives, and stay motivated to read.

Our Shark Tank appearance brought us Mark Cuban as an investor. We have since picked up Kapor Capital, Militello Capital, AlphaLab Gear, RevUp Capital, and the AT&T Aspire Accelerator as believers and backers of our wonderful cause. Our customers range from big to small and include the Los Angeles Public Library, the Hawaii Department of Education, and the Department of Defense.

Diversity, Equity, and Inclusion

We believe diversity breeds innovation. We're building a product that helps librarians, educators, and families everywhere, and to do that well, we need a workforce that’s representative of the population we serve. We are actively looking to add members to our team who will bring diverse backgrounds, new perspectives, and a willingness to challenge us to improve the work we do every day.

From the Heart

At Zoobean, we live out three core values that are represented in our logo:

  • Love: We are passionate about our work and give everything we can to our customers, investors, and each other.
  • Inclusion: Our company grew out of a calling to help children and families see themselves in the books they read. That same commitment to diversity runs through all we do and allows us to express ourselves while feeling a sense of belonging to a larger community.
  • Awesomeness: This one speaks for itself.

Come work with us if this hits you in the heart and mind.