Doist

Support Specialist (Bilingual Japanese/English)

Full-timeRemote

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Description

At Doist, our mission is to inspire the workplace of the future by creating simple yet powerful productivity tools that promote a more fulfilling way to work and live.

We're a multidisciplinary, fully-remote, team that’s passionate about creating products, like Todoist and Twist, that improve people’s lives. We thrive on innovating new solutions to old productivity challenges and we seek to rethink how productivity tools are made.

Our Core Values

They are few, but they are mighty. From creating processes to decision-making and recruiting, we build our five core values into nearly every single thing we do.

  • Independence. Others can trust that you’ll deliver on time and your teammates don’t need to worry about you keeping your word.

  • Mastery. You love what you do and care deeply about the quality of your work, down to the smallest details. You’re continuously learning and pushing yourself to the limits of your ability. You're never satisfied with the status quo.

  • Communication. Your communication is clear, concise, and engaging whether you're explaining a complex idea or providing feedback to a teammate.

  • Ambition & Balance. You aspire to put a dent in the universe. To do this, you set high standards for yourself and those around you. The time you spend on work isn’t measured by quantity, but by quality.

  • Impact. You're able to take a bird's eye view to pinpoint and then solve issues that have a high impact on our customers, our team, and our company. You're committed to the health and success of both your teammates and Doist as a company.

We invite you to visit our blog to learn more about us, our values, and how we work.

Day-to-Day Work

As a Support Specialist, you’ll join a global team of individuals who are passionate about creating outstanding customer experiences. In this role, you will:

  • Advise users on how to get the most out of Doist’s products. Todoist and Twist are constantly evolving. You’ll learn all the ins-and-outs of every feature and advise users on how to best utilize them for their use cases.

  • Provide technical support. Whenever a user is experiencing an issue, you’ll try to troubleshoot it and provide a solution. If a bug in our code is the cause, you’ll create a detailed report for our developers and keep the user updated about any developments.

  • Share support analytics and user insights with key stakeholders. On a weekly rotating basis, you’ll inform key stakeholders about which issues users are experiencing. On a monthly basis, you and your team share user insights that help inform the product team on how to improve our apps.

  • Write documentation. You’ll write documentation that allows users to self-service effectively. Additionally, you’ll contribute to your team's collective knowledge by contributing to Doist’s internal handbook; you’ll review and write documentation on features, internal tooling, workflows, and more.

  • Collaborate asynchronously. You’ll work asynchronously with your team via Twist. You’ll collaborate on finding solutions for user-facing issues, implementing new tools, improving product features to help create the best productivity apps in the world.

About You

It's important to us that the person we hire can thrive in this role. Here's a snapshot of what that looks like:

  • You have prior Customer Support and/or Customer Success experience.

  • You are fluent in written and spoken English and Japanese.

  • You are comfortable troubleshooting issues on multiple platforms and environments.

  • You are tech-savvy with a basic understanding of APIs.

  • You are passionate about productivity and helping others succeed.

  • You thrive under pressure and enjoy working autonomously.

  • You have excellent writing skills with an articulate, conversational style.

  • You are willing to work weekend shifts when required (although you'll never exceed 40 hours of work per week).


Requirements

Not sure the role is a good fit for you? That's okay! We'd still be happy to consider you. Here's what the process looks like:

  1. Submit your complete application by March 16 at 2PM UTC. This including a resume (or manually entered experience) and thoughtful responses to all the application questions. No cover letter needed!

  2. Application screening. We read every application to understand your motivation, skills, and experience. Once your application has been reviewed, you'll receive a response regarding the status of your application.

  3. We'll ask you to complete a written test task to assess your English fluency and Todoist knowledge.

  4. We'll ask you to complete a written test task to assess your Japanese fluency and Todoist knowledge.

  5. Interview, in Japanese, with Keita Y. (Support Specialist)

  6. Interview, in English, with Olga V. (Android Developer)

  7. Interview with Evert V. (Head of Support)

The role will remain listed on our careers page until March 16 at 2PM UTC after which point we will unlist the role, screen all the candidates, and notify you about the status of your application.


Benefits

Our perks and benefits are designed to provide the freedom and support you need to grow personally and professionally. Here’s what that looks like:

The basics

  • Work from anywhere in the world. We never place restrictions on locations.

  • Design your own schedule. Work no more than 40 hours/week.

  • Competitive pay. Our formula-based salary calculation provides a highly competitive rate based on your skills and location.

Expand your professional skills

  • Pursue personal projects. All Doisters get one month per year to spend on a work-related project they’re passionate about

  • Attend conferences. You’ll have a recurring budget to spend on attending conferences that grow your professional knowledge, skills, and network.

  • Company retreats. Our annual company-wide retreats are unforgettable.

Craft your ideal work environment

  • Cozy up at a coworking space. Find a coworking space that’s right for you and Doist will cover the expense.

  • Apps and services budget. You’ll have a monthly budget to spend on services that help you do your job.

  • Hardware budget. You’ll have access to a recurring budget to spend on work-related equipment.

Focus on your well-being

  • Generous time off. Doisters get 8 weeks (40 days) of PTO/year to use as they wish on vacations and national holidays.

  • Parental leave. New parents receive 5 weeks of paid parental leave in addition to 13 weeks of paid pregnancy-related medical leave.

  • Invest in your health and wellness. You’ll have a monthly budget to spend on things like gym membership, healthy snacks, massages, health insurance, etc.

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All information collected through this application is stored in Workable, Doist’s Applicant Tracking System, where it will be used for recruitment purposes only. For more information on how we handle candidate data at Doist, we invite you to review our recruitment privacy notice. For questions, please contact us at careers@doist.com (managed by Andrew G. & Mitch N. from People Operations).