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Check with seller User Support Associate Newark

Published date: April 3, 2022
  • Location: Newark, New Jersey, United States

About us

At Jumbo, we believe we can make the internet a safer place for everyone. We want to empower our users to take action on their privacy, data, and security at the touch of a button.

Our vision: Navigate the internet on your own terms because Jumbo will protect you and your family wherever the internet takes you.

With over 300,000 weekly active users and $30M in funding (from Thrive Capital, Index Ventures and Balderton Capital, who were early investors in Instagram, Patreon, Github, Outbrain, Segment, etc), our app has been featured in the Apple App Store and Google Play Store. We have also been highlighted in major publications, such as The New York Times, The Washington Post, Fast Company, TechCrunch, The Verge and many more. Jumbo is on a tremendous trajectory, and we're looking for extremely talented people to help us scale even faster!

Your Role as a User Support Associate

We are looking for a User Support Associate to provide customers with the best support experience of their lives while using our app. You will answer user requests via our email, chat,and phone channels. You will also be in charge of maintaining and improving our FAQ via our site: support.jumboprivacy.com.

We view our interactions with our users as the most valuable work we do, and you will help make sure our customers have a great experience from start to finish. You are highly empathetic, a great reader and writer, and are quick to learn technical concepts. You will work directly with the Head of Support at Jumbo and also interact with our QA, Engineering and Product teams.

Your Impact as a User Support Associate

Respond to emails and chats to help our users solve any issues they might encounter
Conduct friendly calls with users and provide guidance on using our app
Creatively and quickly solve problems quickly for users
Speak with users to gather product feedback and influence the product roadmap
Troubleshoot issues and offer technical support - Identify bugs and lead them to completion
Work closely with our QA, Engineering and Product teams to communicate user's needs

You in a Nutshell

2+ years of customer support experience for a B2C company
Ability to explain complex concepts in a simple and digestible way to users
Ability to guide a conversation in a positive way
Comfortable in social situations with strangers
Comfortable using technology and quick to solve its associated issues
Ability to learn rapidly and are ready to take on additional roles
Familar with HTML/CSS
Bonus if you have experience with Javascript, Swift and/or Kotlin
Bonus if you have worked with Github and Helpscout

Your Work Culture

You're humble and biased to action, with a "no task is too small" mindset
You possess a high level of emotional intelligence and empathy
You're data-driven, easily able to separate opinion from fact
You like a challenge and see one as an opportunity for growth
You think like an owner and can prioritize what's best for the company
Being nice matters to you, and you're a self-proclaimed diversity champion

How We Will Support You

An awesome team! You'll work closely with people who have successful track-records in consumer product development.
Equity ownership in the company to share in the upside of what we're building together. We grant equity based on a transparent grid and with employee-friendly terms (e.g. 10yr exercise periods) that we explain to you as best as we can.
Great health, vision and dental insurance
Complementary OneMedical membership
401k plan, HSA plan (if selected), FSA plan (if selected)
Generous gym benefit (Equinox and equivalent)
Remote-friendly and WFH flexible
Security Benefits: Jumbo Pro, 1Password, VPN
Being a part of a fast-moving company in a really interesting space

To be considered, you must be legally authorized to work in the US or possess independent work authorization.

Jumbo is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or any other basis determined by state or federal law.

Questions? Please reach out to us at talent@jumboprivacy.com and include your resume. We look forward to receiving and reviewing your application!

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