Location : Budapest, Hungary (hybrid)
Hours : Full-Time
About Craft
At Craft we are on a mission at re-defining productivity through software. We believe current solutions are outdated, and bloated. We are building products which are fun - and effortless to use. Software which blends in the background, allowing individuals to focus on their tasks at hand - as it should be. This sounds easier than it is - as to achieve this, one has to excel in every area of engineering & product design - from blazing fast performance, polished interactions, low energy usage & real-time, offline first sync - it’s not an easy task to achieve.
About the role
You’ll be working directly with our users - helping them to resolve their issues, understand most common questions and showcase/highlight these to the internal team at Craft - so we can build changes which address these.
As part of your role, you will be assisting with writing and maintaining customer-facing help pages, internal documentation, and standard responses to our most common questions. You will be an integrated member of our team - you’ll see product development processes and threads, collaborate with engineers on reproducing user reported issues, and even influence our roadmap via the learnings you gain while talking to people using Craft.
What we're looking for
We are looking for individuals who are excited about the new wave of productivity software, are keen to learn and engage with our users.
We’re looking for the following key traits for our next team members:
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Great & Patient Communicator. You'll be communicating a lot with our users - you will become the “human face" of our product for them. Being a great communicator who doesn't get easily upset is key in this role
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You love software and productivity tools. You'll be engaging with users who are very deep into the productivity software landscape, and you yourself have to have a deep understanding in this space in order to be able to have meaningful conversations with them
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You don't shy away from tech. To support certain users, you might need to use a number of (not super UX friendly) systems. You should be comfortable doing this
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You understand how tech product teams work. You'll be working closely with almost everyone in the team - you should be able to understand roles & responsibilities, right people to check on, and eventually triage incoming bugs / feature requests
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You have analytical thinking. Apart from talking with our users you will be tasked with evaluating and implementing systems which enable us to provide a higher quality & more scalable customer service. You will also be tasked with categorizing feedback, and presenting findings to the team so we can effectively incorporate this into our product development process.
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You are willing to grow and learn. As our community and user base is rapidly growing, so will your role within this Craft. You should be comfortable with change, and look at it as opportunities to grow and learn - versus something which frustrates you.
Bonus points
- You have previous experience with customer support in a B2C product
- You’re a productivity “geek” and you know all about existing and upcoming tools
- You have a solid understanding of how software works, or you’ve worked closely with product teams before.
- You have experience in building and/or managing online communities
What we offer
- A great culture, a hard-working & strongly driven team, where you have the psychological safety to dare to do things, thrive and grow yourself
- Real ownership and actual impact
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Awesome team building events (2 adventurous off-sites / year, and frequent smaller events like picnics, game nights, Halloween party, Family Days, Brunches, etc.) - for more details click here and here.
- Superb, modern office in the heart of Budapest
- Stock options - so you can get the chance to be an owner at Craft
- Learning and career opportunities on the long run
How we work
- We are biased towards honesty, and have very quick feedback loops. But we know everyone has ups, downs and challenges. First of all, we are human.
- We have weekly company presentations, and frequent all hands. Changes, and even challenges are communicated transparently - be it product or people related.
- We constantly experiment. There is no shame in changing direction if it improves the product.
- We are constantly going forward. We ship amazing updates every 2 weeks, which takes other companies months or even years to build.
We encourage you to apply even if you don't check every box in the requirements as we're always looking for hire to potential and the right values combined with the right mindset. So, if all the above speaks to you, we should talk! :)
