Customer Support Specialist

We're Hiring!! Apply by May 25th!!

If you have a passion for troubleshooting tech difficulties and helping people get the best use out of excel spreadsheets – Time Saving Templates is hiring for a Customer Support Specialist.

In this role, I’m looking for someone to take charge of a very active email inbox – ensuring that every customer gets the help they need and their questions answered in a timely manner.  Even if it’s not something you can directly answer, it will involve routing the questions to the right person or resources – as we already have many free resources to help them.

At Time Saving Templates – we are on a mission to help people get organized and save time – via excel spreadsheet templates, designed for very specific situations related to rental property management, human resources and compensation, as well as small/micro business management of inventory, pricing sales and expenses tracking. 

Our ideal candidate is someone who is willing to learn the ins and outs of the various products we sell, so that you can truly understand where the customer is coming from and replicate the issues that they’re having – in order to provide them the best possible experience with their template.  Having some background in using excel spreadsheets is preferred, but it doesn’t have to be expert level. 

This role will take a lot of patience, brainstorming, and resourceful thinking!  People can get frustrated when spreadsheets give them issues, and I need someone who can work with them, to calm and diffuse a sometimes confusing situation, to get to the bottom of various spreadsheet troubles and find the solutions people want when using their spreadsheet templates.

This is a work-from-home position that is part time, between 10-15 hours/week.  There are times when the workload will be much higher than others and we are looking for someone who is committed to “getting the job done”.  There is plenty of freedom and flexibility with a role like this – however certain seasons/months are busier than others and I’m looking for someone who can work hard during those busy times. 

We are a tiny but mighty team and the growth we’re set up for is only possible with the right team in place – which could include you?  On a small and mighty team, everyone’s work is significant in delivering results for our customers.  Especially with managing the inbox – your tone and willingness to help becomes the face of Time Saving Templates and in upholding our brand promise to serve our customers by saving them time.

The team dynamic at Time Saving Templates is sacred to us and we are looking for a like-minded person who is willing to make that same commitment.

Tasks and Responsibilities

  • Manage the email inbox – which will need to be checked multiple times per day, and could take up to 2-3 hours a day to keep up with outstanding questions.

  • Manage our FAQ’s library – ability to keep track of common questions, and where to find specific video tutorial on the Time saving templates youtube channel or website.

  • Keep track of the ideas and common requests for new templates and custom orders.

  • Help to scope requests for customizations to our templates – in some cases, being able to help with making simple changes or updates to an existing template, as part of a custom order.

Skills and Abilities

  • Skilled with using excel spreadsheets

  • Virtual and/or admin experience a plus

  • Ability to juggle multiple projects simultaneously

  • Outstanding communication skills – you get people and are great at seeing beneath the surface and getting to the root of an issue.

  • Strategic insight into how we can use existing assets to create sustainable growth and continue serving our customers.

Nice to haves & Extra Tasks for the right person could include

  • Experience using canva or photoshop to help with social media/website/youtube thumbnails or email content and images.

  • Experience using a wordpress website and/or Etsy shop – for help on drafting/updating listing descriptions, updating listing images, or updating variations and upgrade options on existing listings.

  • Experience using mailchimp or other email management software.

  • Help with drafting PDF directions when we add new templates.  

  • If you have a background in dealing with rental property management, small business or human resources – it’s a definite plus as these are the topics the spreadsheets are used for, and any knowledge in these areas will help with questions related to these. 

How to Apply:

Fill out the below application, upload your resume and click Send!

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