Now hiring
Support Specialist
Now hiring

Support Specialist

About Toptal

Toptal is a global network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and over 40% year-over-year growth, Toptal is the largest fully distributed workforce in the world.

We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun (see this video from The Huffington Post). We see no borders, move at a fast pace, and are never afraid to break the mold.

Position Description

As a Support Specialist, help promote and preserve Toptal’s dedication to providing an outstanding experience. As an individual contributor, this candidate will have the opportunity to deliver the best impression and ensure that impression leads to revenue generation. Work in a multi-functional capacity with other Toptal teams to promote a culture of continuous improvement!

This is a remote position that can be done from anywhere. Due to the remote nature of this role, we are unable to provide visa sponsorship. Resumes and communication must be submitted in English.

Responsibilities:

Work with a forward-thinking, globally distributed, and fully remote team. Also, handle a high volume of inquiries via multiple channels and address all questions and requests accurately and rapidly, either independently or by pulling in other relevant parties. We expect this person to thrive in a fast-paced environment where they will continuously approach problems as an opportunity to improve!

In the first week, expect to:

  • Onboard and integrate into Toptal.
  • Become familiar with the various platforms and systems Client Experience utilizes to offer timely and outstanding support.
  • Learn how clients can best be served by the different teams during their lifecycle.
  • Learn how talent is sourced and empowered through the Toptal network.
  • Understand how to best work with internal and external partners.

In the first month, expect to:

  • Optimally and independently handle tickets and inbound calls for the most frequent requests.
  • Set up a workflow for accessing information via platforms and support materials.
  • Have an understanding of the platform as it relates to clients, talent, and most frequent request processes.

In the first three months, expect to:

  • Learn to effectively balance tasks to ensure the highest level of efficiency and productivity.

In the first six months, expect to:

  • Take ownership of representing the Support side of Client Experience within Toptal.
  • Be fully confident acting as the first point of contact for Toptal for a multifaceted audience.

In the first year, expect to:

  • Ensure the Toptal experience is consistently outstanding throughout all phases of an engagement.
  • Continue to promote an environment of teamwork and collaboration.

Requirements:

  • A strong history of successful customer service over a variety of communication channels. Experience over phone and email is a requirement. Experience over chat is a plus.
  • To excel at this position, be upbeat and proactive.
  • Ability to work without much supervision and handle time and resources efficiently.
  • Excellent English interpersonal skills, both written and verbal.
  • Be an excellent teammate and understand the value of “we” over “me”.
  • Be able to work efficiently while maintaining a high level of attention to detail.
  • Be flexible, adaptable, and comfortable with ambiguity.
  • Be a good listener.
  • You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.
For Toptal Use Only: #individualcontributorEurope #europe #asia

Who Will You Work With

Sarah England

Head of Client Experience

As Toptal's Head of Client Experience, Sarah leads the team responsible for providing an exceptional Toptal experience to both clients and talent in our expansive, global network. She has a deep passion for creating scalable, cross-functional, customer-centric processes that promote long-term success. Before Toptal, Sarah was Director of Client Success at Software Advice, a Gartner company. She holds a BA in Communications from Boston College.

Christy Schumann

VP of Talent Operations

As Toptal's VP of Talent Operations, Christy is accountable for ensuring successful client outcomes by delivering the right talent from our global network, matched to client business needs and timeframe. Prior to Toptal, Christy spent more than a decade in management consulting at Bain & Company, and she later joined Rackspace as General Manager of their cybersecurity business. Christy earned a BS in Computer Science and Electrical Engineering from the Massachusetts Institute of Technology and an MBA from Columbia Business School.

View The Whole Team

Working at Toptal

We're changing the way the world works. Toptal is not only a place to progress your career and design your own lifestyle, but also a company where you'll learn how to develop innovations that push business and technology forward.
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Think you’re a fit? Apply below:

Our team reviews every application. We will reach out to set up an interview if we feel you are a great fit.
Interested in joining our global talent network?
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Working at Toptal has been the best experience of my career. Every day I'm surrounded by intelligent, thoughtful, and hard-working colleagues that push me to be better.

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SEO Manager

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