Humbly Confident Seasonal Customer Support Specialist

About Us and Why We’re Hiring

We’re YNAB (“why-nab”), 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 you’ll see what we mean. We love building something that has a huge positive impact on people’s 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, we’re 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 you’re nodding emphatically while reading it, you’ll probably really like it here, and we can’t 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 won’t quite cut it for some of the programs we use)

• Although we are fully remote, we do have some location restrictions for this role—we 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 any other country except 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 we’re (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 people—the kind you’ll be excited to work with. We’d 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 you’ll have opportunities to both have fun with and learn from them. 

We all can’t wait to meet and learn from you, too!

About You, Our New Seasonal Customer Support Specialist

• You're excited to be the face of YNAB as a member of our dedicated Support Team. 

• You are digitally fluent, which means you're 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.

• You're curious and enjoy trying things you haven't done before. You are humble in knowing what you don't yet know and you seek help when it’s needed. You keep an open mind and invite feedback. You aren't 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 (you're that good!).

• You love taking that one little extra step beyond what's expected. You're creative in that way and enjoy delighting others.

A day in the life:

Today, you’re 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 “queue” to respond to YNABers, you start by checking for updates. Any announcements or changes? Any sweet emojis to lay down in celebration of a teammate’s success?

Once you’re 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 you’re 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 that’s going around, or a picture of your actual cat, Mr. Dwayne 'The Rock' Johnson).

Today you also have your weekly one-on-one meeting with your manager. You hop on a video call with her and can’t wait to talk about that new hobby you’re 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.

• Here’s an overview of what you’ll need to include in your application:

  • A resume. If you don’t have an updated formal resume, that’s fine! An informal overview of your work history and education is all we’re 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 lingo—we’re a less formal bunch. Show us through your writing how you’ll communicate genuinely to connect with YNABers.

    1. Introduce yourself and explain why you’d be a great fit.

    2. Describe a situation where you had to learn a new tool or new information to better help customers. How did you approach the learning process?

    3. Tell us about a time you faced a situation where a customer’s expectations were not met and how you handled it.

    4. Imagine you’re a Support Specialist at YNAB and you receive an email from a new YNABer, Wanda, who is overwhelmed and wants to know how to get started using YNAB. Draft a brief and impactful email response to get them started strong!

A few final notes:

• Though we know it’s 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 “Save application for later” link at the bottom to—you guessed it—finish 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 accommodations@ynab.com and indicate in the subject line that you’re 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. It’s rigorous, but we also hear that it’s fun (truly!). 

We’re excited to hear from you!

P.S. If you’re not interested in this position right now, but know someone who might be, we’d appreciate you passing this along!