Support Specialist at Toptal

We created Toptal to solve an extremely difficult, real-world problem: the talent shortage.
Learn more about us and how to join our core team today.

Job Description

About Toptal

Toptal is a network of the world’s top 3% of software engineering, design, and finance talent – available on demand to help companies accelerate, adapt, and scale. With $100+ million in annual revenue and triple-digit 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.

If you’re not in the job market, you’re exactly the type of person we’re looking for.

Position Description

You will be a first point of contact for Toptal clients and talent on any and all issues that may arise, and will be responsible for maintaining the company’s commitment to world-class client experience, solving problems quickly and calling in appropriate parties as necessary.

This is a remote position that can be done from anywhere.

Responsibilities:

  • Work closely with the Head of Client Experience and the client experience team to ensure the experience of Toptal clients and talent is world-class and completely smooth throughout all phases of engagements.
  • Take inquiries via Toptal’s phone lines and other written communication channels including chat and e-mail to address all questions and problems accurately and rapidly.
  • Track, analyze, and report on customer service metrics.
  • Identify areas for improvement in Toptal’s client experience policies and brainstorm innovative solutions with an eye for long-term efficacy.
  • Communicate effectively with clients and address issues rapidly and fully, either on your own or by pulling in other relevant parties and seeing the problem through to its full resolution.
  • Work closely with the accounting and HR departments to identify the roots of potential problems and develop solutions that are sustainable and effective.
  • Participate in weekly team meetings and strategy sessions.
  • Communicate constantly with teams via Skype.

Requirements:

  • A strong history of successful customer service and technical support experience, preferably in a team setting.
  • To excel at this position, you must be energetic and proactive.
  • You must be able to work without much supervision and manage your time and resources efficiently.
  • Excellent English communication skills, both written and verbal.
  • Flexibility in preferred working hours is a big plus.
  • Knowledge in the software development field and basic experience with accounting are both strongly preferred.
  • An extensive history of successful customer service over a variety of communication channels. Experience over phone and email is a must. Experience over chat is a plus.
  • An understanding of HR and billing best practices, and a strong ability to integrate that understanding into customer service policies.
  • An excellent ability to quickly understand Toptal’s organizational structure and internal processes, and a knack for being able to quickly determine who relevant parties for a particular issue might be.
  • 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.
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Required skills

Location

Anywhere

Commitment

Full-time

Desired Start

Tomorrow

Think you’re a fit? Apply below:

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Our team reviews every candidate, and you will be contacted to interview if we feel you are a great fit.
Thank you for your application.
We will be in touch very soon. In the meantime, explore the Toptal community.