Start date: As soon as possible
Job type: Contractor/employed (depending on location), full-time and part-time positions available, multiple positions available
Location: 100% remote, hiring across different timezones, anywhere in the world
Compensation: Competitive, in alignment with your experience
Paul Davids is one of the world’s most-loved online guitar content creators. His YouTube channel has nearly 4 million subscribers and over half a billion views, and his five courses have helped over 100,000 students get better at the guitar. Paul is now working on something new, and we are looking for a few brilliant new members to join our team.
The role:
Paul’s courses have thousands of members, and we are anticipating many of them will join this new course, as well as a whole bunch of new members.
With this in mind, our support team needs to grow for the launch. There may be the opportunity to continue working as part of the team beyond the launch, but for now we are looking for people who will be able to work from July to October. You must be able to work some weekends within that period. (Everything is flexible, but everyone on the support team must work some weekends, with days off in the week.)
We’d like to provide 24/7 support coverage so we encourage you to apply wherever you are in the world. We need people across various timezones, and we are looking for 6-8 people to join the team on at least a part-time basis.
The majority of the people we hire for this role will be part-time, however there may be 1-2 full-time opportunities available.
So if you’re a guitarist looking to make some extra cash, or someone who just loves guitar and is excited about being part of Paul’s team around the edges of your regular job, this would be perfect for you!
Great customer support is the backbone of any successful business. Within the existing team we value it greatly, and have all been scarred by negative experiences in life that we hope to never recreate for Paul’s customers. You should hold the same values around customer advocacy, in always striving to see things from the customer’s point of view and aiming to resolve their queries as soon as possible, with minimal back and forth.
You will receive full training for the launch, so even if you don’t have experience working in customer support, we still encourage you to apply if you’re empathetic, patient, and enjoy working with people. Ideally, you’re also a guitar player. You don’t have to be a pro, but you get bonus points if you’re experienced and confident enough to help more beginner players with their questions.
Your duties will be:
- Responding to customer enquiries across email and support channels
- Making account updates (password, email address, etc)
- Issuing receipts/invoices
- Providing regular updates to the wider team with feedback from customers, bugs, or suggestions for improvement
- Issuing refunds
- Answering customer questions about the course or guitar playing in general
- Moderating and responding to comments on Paul’s social media/livestreams
- Assisting the wider team with testing the website/proofreading as necessary
You are:
- A customer advocate – you don’t necessarily have to have experience in customer support (although this is a plus if you do), but you need to have the mindset of “the customer is always right”. You should want every interaction with customers to leave them delighted, even if they wrote in asking for a refund!
- A good writer — not a copywriter, but someone who communicates clearly and professionally in writing, whether that’s a customer reply or an internal update. We use Basecamp to manage all our projects, so 90% of our communication is written. A lack of clarity when working in a team across multiple timezones can put huge delays on the project and affect momentum. Plus, you’ll be writing to customers via email and possibly live chat.
- Calm under pressure — when launch week comes, you’ll be essential. When emails flood into the support inbox, you don’t freeze. You triage, prioritise, and act.
- Patient and empathetic – by the time a customer emails, they might have tried a bunch of ways to fix the issue already. And you might have just responded to ten emails all the same. But none of that matters when you write your response. You focus on the customer right in front of you, and speak to them as kindly as you’d speak to your grandma.
- Efficient – during launch week when the emails go out, the responses might come rushing in like a tidal wave. You’ll be armed, and standing alongside the rest of the team. But you still need to get through them in a timely manner. We aim to get back to everyone within 2 hours (during a launch) and 4 hours during regular business hours.
- Confident with digital tools — Basecamp, HelpScout, Google Workspace, WordPress, Kit. We still urge you to apply even if you haven’t used these tools before, so long as you pick up new platforms quickly.
- Reliable and proactive — nobody should have to chase you. You’ll be given set shifts to cover the support inbox and we expect you to be fully present and proactive during those shifts.
To apply:
Write a short note to cx@pauldavidsguitar.com detailing your experience and why you think you’d be a good fit. Don’t worry if you don’t have any professional experience in customer support. If you’re eager, we still want to hear from you.
In your note, please include a few words about your experience playing guitar, and if you’ve completed any of Paul’s courses. (Not essential, but good for us to know about.)
Please also indicate if you can work on the dates mentioned above and if you are able to work weekends.
Please do not attach a CV to the email. We do not care whether/where you went to school, just that you have the skills and grit it takes.
The deadline to apply is June 15. We cannot guarantee that you will receive a response before the deadline, but we will aim to respond to everyone who applies by the end of June.
We’re excited to hear from you!