Job Description

Location: Work From Your Home for our All-Remote Company (USA only)

Do you excel at managing a team of technically savy customer success engineers? Are you an expert at building systems to maximize our customers’ success?

If so, we’d like you to learn about Files.com!

At Files.com, we believe that providing great customer support is a matter of integrity.

We won’t feel good about the product we’ve built if customers can’t figure out how to use it, if it has incomplete documentation, or if bugs don’t get resolved.

We invest heavily in our Customer Success team with the goal of being overstaffed so that our customers interact with a live person and get a timely resolution.

About Files.com

Files.com is the new name for BrickFTP, a cloud storage service that has existed since 2009 and has over 1,700 paying business customers.

Our company consists of USA-based remote employees who work from home.

Our products and services are used by over 2,000 enterprises and SMBs, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.

We’re Bootstrapped, Profitable, and Growing

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 Remote Company

You will work from home and have some flexibility to choose your working hours, allowing you to make time for family, recreation, vacations, or anything that is important to you.

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.

Every quarter, you’ll travel to an in-person meeting with the entire team to meet and work together face to face. These meetings are in cities that are fun to visit. In the last few years, we’ve been to 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.

About the Role

Our Customer Success (Support) Team’s name reflects its primary goal: maximizing our customers’ success.

Daily responsibilities in pursuit of this goal include providing technical support and generating written content.

You will will help triage customer reported issues and respond to them via phone, email, and chat.

In addition to providing customized solutions and recommendations, you will be asked to track recurring issues and report them to the appropriate team or individual.

You can further specialize in things like technical documentation, internationalization, and knowledge base once hired into this role.

Preferred Qualifications:

• 4+ years Managing a Customer Support / Service team for a SaaS or technical business services company.
• Experience implementing an onboarding system for new customer success team members.
• Excellent written and verbal communication skills.
• Detailed understanding of customer metrics.
• 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.

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:

• What is your experience with providing support to engineers and business clients? Please include jobs/detailed information about what kind of products you supported and an approximate idea of scale (e.g. averaged 500 interactions per week.)
• What is your strategy for determining how customers use a service?
• What is the best way to scale a customer support/success operation with the goal of getting customer problems solved before they have to call or email us?

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.