Position: Partner Support Champion (Integration/Health)
Company: Zapier
Experience required: 3y
Category: Support
English level: upper
Published: 2022-03-01T00:00:00+02:00

Hi there!

We're looking for a Partner Support Champion (Integration/Health) to join the Premier Support team at Zapier. Zapier’s on a mission to make everyone more productive at work. Zapier has helped millions of people build businesses through the power of automation. 

A Partner Support Customer Champion (Integration/Health) directly impacts our thousands of users’ experience of integrations on Zapier as well as the satisfaction and success of our top Partners, deeply impacting Zapier’s growth and scale at large. The purpose of a Partner Support Customer Champion (Integration/Health) is to strengthen relationships with partners and encourage development of product roadmaps and solutions to key customer issues according to Zapier best practices.

They act as interpreters and guides for Partners to translate user needs into actionable solutions, and relay back Partners’ needs for a Platform that allows them to build towards their goals. This helps our Partners  invest in their integration and Zapier-related roadmap so that our mutual users experience delightful and error-free integrations that accomplish what they need.

 

If you’re interested in advancing your career at a fast-growing, profitable, impact-driven company, then read on…

Our Commitment to Applicants

Culture and Values at Zapier

Zapier Guide to Remote Work

Zapier Code of Conduct

Diversity and Inclusivity at Zapier

 

About You

Experience, Productivity & Leadership

3-5 years experience in support, working with APIs or SaaS industry.

Can work independently effectively without supervision.

Is able to consistently multitask and context change to keep up with important team and organizational updates whilst maintaining our first response time goals.

Decision-making and leadership skills.

Experience in B2B (partnerships, working with other partner companies in supporting mutual users — or related experience in collaborative product development with vendors)

Strong Understanding of Zapier Relevant Technology

Strong API familiarity and knowledge.

Understands the principles behind the Zapier Platform and building integrations

Understands the impact of integration issues on users and general bug tracking/fixing best practices

 

Things You’ll Do

Work 15-20 hours in the queue each week responding to our Dev App partners inbox, ensuring your product knowledge remains excellent

Build and improve relationships with Platform partners focused on engagement.

Perform the usual responsibilities of a Customer Champion during queue time including filing bug reports, creating Rover notes, and ensuring your ticket metrics are at/above expectations

Consistently submit and contribute to bug reports and feature requests based on customer interactions.

Through collaboration with other departments develop processes, programs, and tools for managing partners assistance and enablement needs

Work cooperatively with broader Partnerships team to understand partner business objectives to align and drive Zapier initiatives

Collaborate with Partner Operations and support teams to address operational tasks, develop partner guidelines and online resources

Establish and build a trusted advisor relationship with Partners to encourage collaborative roadmaps, bug fixes, and feature developments.

Evaluate and identify opportunities to drive process and system improvements and standards of work to positively impact the Partner experience

Travel of 5% - 10% for Zapier retreats that rotate to various cities throughout North America.

 

The Whole Package

Location: Remote

Our flexible, distributed environment lets us work with the best people from around the world. Zapiens live in 40+ countries, including the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more!

Zapier offers:

Competitive salary and profit-sharing program

Equity for All: Stock options (or equivalent) for every Zapien

Healthcare + dental + vision coverage*

Retirement plan with 4% company match*

$2,000 annual learning stipend for use on courses, conferences, and more—your choice

Two annual all-company retreats

14 weeks paid leave for new parents of biological or adopted children

Customized Zapiversary rewards on your 1, 3, 5, 7 and 10 year work anniversaries

Leading-edge equipment. We set you up with an Apple laptop and provide an additional budget for you to choose other home office accessories and software you may need.

Time to renew. We encourage Zapiens to take at least 2 weeks off each year. Most of us take 4-5 weeks, in addition to locally recognized holidays.

Opportunity to work with Zapier’s amazing partners network

 

*While we take care of Zapiens around the world the best we can, healthcare and retirement plans are currently available specifically in the UK, Canada, New Zealand, Australia, and United States.

 

How to Apply

We have a non-standard application process designed to promote inclusion and equity. We first ask a few questions in our application form that would typically be asked at the start of an initial interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people, and do not discriminate based on race, color, sex, gender identity or expression, sexual orientation, religion, national origin, physical or mental disability, military or veteran status, genetic information, pregnancy, age, or any other status protected by local law. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

Zapier is is committed to inclusion. As part of this commitment, Zapier will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs at zapier.com.