We’re Hiring a Customer Support Specialist

Update 5/6: Wow! We are blown away by all the interest in the position. We are moving forward with an awesome group of candidates and aren’t going to be accepting more applications at this point- thanks for all the interest and support!

Caltopo is hiring again! We are looking for a new customer support specialist to join our team. CalTopo is a digital mapping company based in Truckee, CA, with a fully remote staff base spread across the western US. The position will be responsible for the majority of customer support interactions, but will have back up and guidance from other team members. Currently we provide mostly email-based support with a goal to increase the level of phone and interactive chat support for certain types of accounts. This is a full-time, remote position.

What we’re looking for:

The ideal candidate will have concrete experience in providing remote customer service for a complex product, familiarity with CalTopo and mapping in general, and be comfortable working with computers and mobile devices. Typical user questions include diagnosing and solving account and subscription questions, providing instructions and guidance on how to use the app, assessing the user’s need based on incomplete information, and determining if a user reported issue is a program bug or due to something else.  

The customer support specialist position will involve dealing with a wide variety of customer personalities and needs, triaging incoming tickets, using a variety of platforms (including customer support software and social media channels) for managing and responding to user support requests, and helping to create and maintain accurate and current internal and external documentation. 

Strong problem solving skills, a demonstrated ability to work independently as well as part of a team, and a desire to take ownership of the customer support process from start to finish are essential. Outdoor recreational experience (hiking, backpacking, backcountry skiing, etc) and/or search and rescue or first responder experience is desirable. Additional duties, such as new release testing, supporting team account sales, or assisting with social media content creation, will be assigned as necessary.

Benefits:

• Flexible work hours
• 7 weeks of PTO (CalTopo doesn’t have paid holidays, so this is the equivalent of 5 weeks PTO + 10 holidays, but more flexible)
• Health insurance covered at 90% for you and 80% for dependents
• Anticipated salary range: $55,000-$60,000/year

Because CalTopo’s database contains sensitive information belonging to government customers, candidates must be able to pass a background check.

To apply:

Please submit your resume and a cover letter to Meghan Twohig (mtwohig@caltopo.com). We are hoping to hire for this position within the next 4-6 weeks; however we are willing to wait for the right candidate and this position will remain open until filled.