User Support Specialist (Part-time)

Overview

We are seeking a warm, patient, and resourceful User Service Representative who thrives in an independent work environment and has a genuine passion for helping others succeed. In this part-time, 10-hour-per-week role, you’ll be the first line of support for Notehouse users and potential users, providing timely responses and ensuring that our users feel cared for and empowered. You’ll be working 2 hours per day, Monday through Friday, between 9:00 AM and 2:00 PM ET. The exact schedule will be determined with the top candidate, but we expect you to be available for at least two hours during this window each day. Key Responsibilities: • Managing User Support: Oversee Notehouse’s user support inbox, respond to demo requests, and ensure timely follow-ups to user inquiries. • Providing User Support: Offer support via video reply or live calls, helping users resolve any issues and ensuring they understand how to use the platform effectively. • Responding to New Inquiries: Answer questions from potential users about Notehouse's features, and provide personalized demos to help them see how the platform could meet their needs. • Content Creation: Create helpful support materials, such as how-to videos for our YouTube channel, to guide users through common processes. • Tech Troubleshooting: Be the first line of defense for technical issues—helping users troubleshoot user errors and escalating more complex issues to the technical team when necessary. • Innovation in Support Tools: Collaborate with the team to experiment with new service tools (like AI bots and chat support options) and provide feedback for continuous improvement. Qualifications: Did you know that studies have shown that underrepresented groups, including women and people of the global majority, are less likely to apply for positions unless they meet 100% of the qualifications? That means that when companies list a dream list of skills they desire rather than list the actual qualifications NECESSARY to complete job functions, they are likely to receive a skewed candidate pool. Here’s a list of what is *actually* required to complete this role: • A good fit for a small team—self-motivated, adaptable, and excited about the opportunity to contribute to a growing company with a mission-driven ethos. • A strong ability to explain complex tech concepts in a simple, approachable way, especially to people who are new to technology. Whether you’ve helped a family member with tech or have a knack for making tech easy to understand, this will be key. • A genuine interest in supporting the human helpers of the world—individuals and organizations doing vital, often underappreciated work in their communities. • The ability to work independently, stay organized, and take full responsibility for your tasks. We expect you to proactively identify areas for improvement and discuss them in biweekly team check-ins. • Comfort being on camera and providing live support to users. You must have the patience and creativity to help others unlock new skills, even if it means starting from the very basics. • Comfort using a variety of tech tools with the ability to quickly adapt to new platforms. The Notehouse team currently uses Slack, Gusto, GSuite, Trello, and Vidyard for our day to day work but these tools may change as our workflows evolve. (Knowledge of these specific systems isn’t necessary, but you should have experience with or ability to navigate tech tools quickly.) • A reliable internet connection, a computer with video-conferencing capabilities, and a quiet workspace within which you can get the job done. (Notehouse will, of course, pay for video-conferencing software. We just need to be sure you can use it once purchased!) • Ability to work up to 10 hours a week within the hours of Monday-Friday from 9 am-2 pm ET. (We will determine a set schedule depending upon our top candidate’s availability, but the 10 hours must be within the outlined timeframe) • Work authorization in the United States (while noting that the immigration system in the US is inherently unjust, this is a requirement at this time). • Preference is for a Massachusetts-based candidate since our co-founders are based here, and we’d love to meet in person for quarterly team meetings but we can relax this for the right person! Benefits: • Starting salary of $20/hour (W2). • Part-time, 10-hour per week position with a fixed schedule between 9:00 AM - 2:00 PM ET, Monday through Friday. Exact hours to be determined with the top candidate, but you’ll be expected to be available for two hours each day during this window. • While this position doesn’t come with PTO or other benefits, there is growth potential. We’re bootstrapped and building slowly, but we’re committed to expanding and offering more opportunities as we can. You’ll be part of a small, close-knit team that values humanity and efficiency in equal measure. We want our users to feel like we care about their work—not just their dollars. As one user said, “I love Notehouse. I was born in 1890 (or should have been) and even I was able to figure it out with some instruction —you must have tried it out on people like me (i.e., tech-phobic social service people). Whatever you did, I commend you. It also gives me more confidence going forward that I may be able to tackle other high-tech things I come across as I try and adjust to the 21st Century.” To Apply: The position begins ASAP, and applications will be accepted on a rolling basis. To keep the application process simple and human, the first round will consist of a Google form with basic questions about the role and an option to upload your resume. If you make it to the next round, we’ll ask you to submit a short 2-3 minute video of yourself explaining a tech platform you’re familiar with. We know not everyone loves recording themselves, but that’s exactly why we’re doing this! Many of our users need on-call video support, so this is a vital part of the job. Final candidates will have a conversation with our founder (and possibly other team members) and will be compensated for their time. We aim to keep the process transparent and respectful, so if we decide you’re not fit, we’ll let you know right away. Applicants should apply via the secure google form at bit.ly/NotehouseCS Apply Job!