Customer Support (100% Remote)

At Holepunch, we are not just developing software; we are redefining the internet's architecture to empower users and protect privacy. Our pioneering peer-to-peer (P2P) development platform, built on our open-source technology stack, Pear, eliminates the need for traditional server infrastructure. This revolutionary approach ensures that users maintain full control over their data, with unparalleled privacy and freedom from centralized oversight.

Our platform facilitates direct deployment of applications from the developer’s machine to the user, enabling seamless scalability and performance. By leveraging Node.js-based technology akin to BitTorrent, we create robust peer-to-peer connections and data replication systems that set the foundation for a decentralized web.

Learn more about Pear: docs.pears.com

Keet: A Glimpse Into the Future

Keet, our flagship P2P communications app, is the first step towards this new era. It exemplifies the potential of P2P technology in everyday applications, from messaging and file sharing to complex collaborative environments, all while maintaining user sovereignty over personal data. Keet is built to demonstrate the flexibility and scalability of our open-source tech stack Pears.

Join Our Mission: Customer Support (100% Remote)

We are seeking an experienced Customer Support to join our team. In this role, you will be responsible for engaging with the community, processing bug reports and feature requests to help us improve.

Required qualifications:

• At least 5 years prior experience in Customer Support.
• Preferred but not required: experience in community management demonstrating the ability to engage with and manage online communities.
• Experience working in SaaS with heavy focus on aspects of technical support, such as bug reporting.
• Excellent written and verbal communication skills, essential for engaging with diverse audiences and moderating discussions effectively.
• Preferred but not required: experience organizing support flows.
• Preferred but not required: technical aptitude, with knowledge in networking or encryption is a plus, given our focus on peer-to-peer technology.

Responsibilities: 

Community Engagement

Monitoring and managing community channels on Keet to ensure discussions are productive and respectful. This involves engaging with users to gather feedback, answer questions, and promote the platform, as well as addressing negative feedback and managing conflicts.

Technical Support

Receiving and handling bug and error reports from users, which requires documenting these issues accurately and escalating them to the appropriate teams. Providing initial support and troubleshooting for common issues is also part of the role, which may involve basic technical assistance. Following up on these reports to ensure resolution and communicating updates back to users is essential for user satisfaction.

Organization

Take crucial part in setting-up support processes such as support ticketing system and bug tracking. Finalize and maintain support center, ensuring it is up to date with all recent changes to the product.

Collaboration and Coordination

Working closely with other teams, to ensure that community needs are met.

Apply now to become a part of our mission to decentralize the web—one application at a time.