About Us and Why Weâre Hiring
Weâre
YNAB (âwhy-nabâ) a financial education company with a money management app. Our friendly flexible method for managing finances helps people all over the world enjoy guilt-free spending and effortless saving. For two decades people have been using YNAB and then telling their friends what a difference it has made in their lives. Check out our community on
Facebook TikTok or
Reddit (really!) or read some of our
app reviews and youâll see what we mean. We love building something that has a huge positive impact on peopleâs lives and we have an impressive education ecosystem that includes live classes not to mention stellar support (if we do say so ourselves!).
Speaking of our awesome Support team come January (our busiest month!) we receive thousands of messages from experienced and new YNABers who want to have a good start to the new year. So weâre looking for tech-savvy friendly Seasonal Customer Support Specialists to help make that happen. This is a temporary part-time (23-29 hours per week paid at $20 USD per hour) remote position beginning the week of October 28 2024 and ending by March 2025 . There is a possibility of being hired permanently as a Support Specialist at the end of the temporary period.
We have one overarching requirement when it comes to joining our team: our original
Core Value Manifesto has to really click with you. If youâre nodding emphatically while reading it youâll probably really like it here and we canât wait to hear from you!
Requirements (these are real actual requirements):
- Willingness to use and learn YNAB
- Excellent written English
- Available to work:
- A total of 23-29 hours per week beginning the week of October 28 2024 and ending by March 2025.
- Weekly hours split across 4-8 hour shifts for 4-5 days per week including working at least one Saturday or Sunday each week.
- Have a reliable laptop or computer you can use for YNAB work (a tablet or Chromebook wonât quite cut it for some of the programs we use)
- Although we are fully remote we do have some location restrictions for this roleâwe can only hire people who live either:
- In the U.S. in one of the following states: Arizona Arkansas California Colorado Connecticut District of Columbia Florida Georgia Idaho Illinois Indiana Iowa Kansas Maine Maryland Massachusetts Michigan Minnesota Nevada New Hampshire New Jersey New York North Carolina Ohio Oklahoma Oregon South Carolina Tennessee Texas Utah Vermont Virginia Washington Wisconsin.
- OR in a country that is not the U.S. or the United Kingdom.
About Our Team
We live our Core Values every day at YNAB and we mean it when we say we are an equal-opportunity employer. We believe that a diversity of backgrounds abilities beliefs and experiences is critical to our success and we are passionate about creating a welcoming supportive and collaborative environment for all employees. All are encouraged to apply as we continue to grow a smart hard-working and diverse team that loves working together to build something that matters.
We also work really hard together to make working at YNAB an amazing experience and weâre (humbly) proud to have received
many of Fortune's "great place to work" awards over the last several years including #1 two years in a row! We have a team full of truly exceptional peopleâthe kind youâll be excited to work with. Weâd love to tell you about a few of them!
Dela (she/her/hers) is our Support onboarding leader and will be your manager during your time at YNAB. She and a skilled crew of trainers and experts will teach guide and support you ensuring you feel confident each day. You'll have lots of opportunities for questions feedback celebration and fun!
Your team of fellow Seasonal Support Specialists will become your fast friends (seriously some previous cohorts have 5-year-old inside jokes). You'll get to know folks from across the globe and learn with them through collaboration.
The Support team will be your peers and youâll have opportunities to both have fun with and learn from them.
We all canât wait to meet and learn from you too!
About You Our New Seasonal Customer Support Specialist
- Youâre excited to be the face of YNAB as a member of our dedicated Support Team.
- You are digitally fluent which means youâre comfortable learning and navigating multiple programs at once and applying your curiosity to learn new systems and troubleshoot technical issues.
- You are a confident and independent self-manager. You know your contributions impact the whole team.
- Youâre curious and enjoy trying things you havenât done before. You are humble in knowing what you donât yet know and you seek help when itâs needed. You keep an open mind and invite feedback. You arenât afraid to ask questions.
- Speaking of questions you don't mind answering the same types of questions from customers many times in one shift. Each new customer is a chance to brighten someone else's day!
- You know speed of response is important. And you balance speed with accuracy and giving a personalized experience for each YNABer every time.
- You have a knack for swift transitions switching between topics with grace.
- You exceed expectations even when your answer isn't what the customer was hoping for. You can artfully blend directness and friendliness in one sentence. You can tactfully deliver difficult news and get a thank-you for it (youâre that good!).
- You love taking that one little extra step beyond whatâs expected. Youâre creative in that way and enjoy delighting others.
A day in the life:
Today youâre scheduled for a five hour shift. You know that about 75% of your day will be invested in delighting customers and about 25% will be invested in personal growth and team connection.
Before you jump into what we call the âqueueâ to respond to YNABers you start by checking for updates. Any announcements or changes? Any sweet emojis to lay down in celebration of a teammateâs success?
Once youâre caught up you close Slack to minimize distractions and head into the queue. You set yourself to Available and get routed conversations one by one. Some are chats with YNABers and others emails. Some are live some asynchronous. Some are new and some are ongoing conversations. You reply with care to each one or you pass it along to experts. When a question is complicated or you feel unsure you know a knowledgeable team is there to support you so you just ask for help when you need it!
As you work in the queue you drink plenty of water and take breaks. After your first stretch break you begin to see replies from folks you wrote to earlier in your shift. You chat live with them and wrap up conversations with open issues. As you go you get lots of thanks from YNABers whose lives youâre impacting for the better.
Outside of the queue you research our knowledge base and marketing website to level up your learning. You talk about what you discovered during an impromptu hangout with teammates. And you share things that made you smile recently (like that cat meme thatâs going around or a picture of your actual cat Mr. Dwayne âThe Rockâ Johnson).
Today you also have your weekly one-on-one meeting with your manager. You hop on a video call with her and canât wait to talk about that new hobby youâre exploring. After catching up you check in on your goals get coaching on tricky conversations and plan for the next week together.
Before you know it your work day is over. You say goodbye to your team in Slack change your Slack status and do some quick planning for tomorrow. Satisfied you close your laptop and move on to enjoy the rest of your day.
How to Apply
- Apply here by 11:59pm PT on Sunday September 22 2024 . This is a firm deadline.
- Hereâs an overview of what youâll need to include in your application:
- A resume. If you donât have an updated formal resume thatâs fine! An informal overview of your work history and education is all weâre looking for.
- Answers to a few factual questions that will help us understand your schedule preferences.
- Finally answers to four questions that will help us get to know you. Please write like a human! We want to get to know you not hear how well you can lay down corporate lingoâweâre a less formal bunch. Show us through your writing how youâll communicate genuinely to connect with YNABers.
A few final notes:
- Though we know itâs customary in some areas please do not share a headshot anywhere in your application materials.
- You can always start your application and then click the â Save application for later â link at the bottom toâyou guessed itâfinish it up later. (Note: that link will have an expiration date! Check your email for more information if you choose this option.)
- Our goal is to make the recruitment and hiring process as accessible as possible . If we can help you with an accessibility need email us at [email protected] and indicate in the subject line that youâre applying for the Seasonal Support Specialist role. (Please note that we can only respond to messages related to accommodations at this email.)
- Finally please click here for an outline of what this hiring process will look like . Itâs rigorous but we also hear that itâs fun (truly!).
Weâre excited to hear from you!
P.S. If youâre not interested in this position right now but know someone who might be weâd appreciate you passing this along!