Junior CX Service Representative

About 1Password:

We all have important information we need to manage, and protecting it should be easy. Over 150,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.

A huge part of these efforts is the work of our Customer Experience team, who are dedicated to ensuring new and existing customers are equipped to use 1Password confidently, and get help when they need it most.

As a Jr. CX Service Representative, you’ll be a customer’s first point of contact at 1Password over email, phone and LiveChat and you’ll be their bridge to the product team. You’ll be helping to solve all kinds of problems for customers around the world, from sign-in issues to billing questions and beyond.

We’re looking for someone with great written and verbal communication skills, who’s proactive and knows the importance of asking questions as well as answering them.

This is a remote opportunity within Canada and the US. The working hours for this role will be Wednesday to Sunday 4pm-12am EST.

• Great written and communication skills. You’re someone who’s comfortable translating technical terms for customers who find technology confusing or intimidating. Your style is concise yet compassionate – ideally helping people understand, not just passively read, what you’re saying.
• Passion to help customers learn, and compassion for the ones who feel lost, confused, or frustrated.
• Weekend availability. Our customers need help all week long, and we're currently looking for team members who can work Wednesday to Sunday from 4pm-12am EST.
• Optimism and positive written tone.
• Readiness to encourage exploration and education instead of taking the reins: Your friends describe you as someone they go to when they need help with their computer, and as you help them, you also teach them something new.
• Courage to ask for help when you need it: Technology is always changing and you’re not expected to know everything. You’ll be working alongside people who love to help each other grow, and your questions are welcomed.
• Optional: You have personal experience with 1Password or another password manager. While not required, it’ll help you quickly have confidence in this role.

• Set up all the tools you need to help customers and work here, including our help desk software Cerb, as well as TextExpander, Slack, and our internal customer support school.
• Read articles on the 1Password Support website and learn the basics of 1Password, then start replying to some of the easier questions we get, like how to cancel a subscription or install the apps.
• Get to know our customers, how they use 1Password, and our best practices for communicating with them.
• Get comfortable sending a few dozen replies to customers each day by the end of your first month.

• Branch out and challenge yourself with more technical issues or a different category than you’ve been working with so far.
• Be the voice of our customers internally, documenting issues they encounter.
• Find your niche within the Customer Support team by the end of your third month. Once you’re fully up to speed, you’ll be sending around 60 replies per day.

• Share what you’ve learned with other people on the team and explore different areas of the company. We believe each person has something unique to bring to the team and they aren’t expected to stay in customer support forever (e.g. if you love designing icons, there may be a side project for you to try out).
• Continue helping customers each day and exploring new areas of the Customer Support team for the future of your career here.
• Keep trying new things: We’re agile so we keep tools fresh and improve as we go.

USA-based roles only: The Annual base salary for this role is between $45,000 USD and $61,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Canada-based roles only: The Annual base salary for this role is between $45,000 CAD and $61,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

What we offer:

We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:

Health and wellbeing

> 👶 Maternity and parental leave top-up programs

> 👟 Wellness spending account

> 🏝 Generous PTO policy 

> 💖 Company-wide wellness days off scheduled throughout the year 

> 🧠 Wellness Coach membership

> 🩺 Comprehensive health coverage

 Growth and future 

> 📈 Employee stock option program for all full-time employees 

> 💸 Retirement matching program

> 💡 Training budget, 1Password University access, and learning sessions 

> 🔑 Free 1Password account (and friends and family discount!) 

Flexibility and community

> 🤝 Paid volunteer days 

> 🌎 Employee-led DEIB programs and ERGs and ECGs

> 🏠 Fully remote environment

> 🏆 Peer-to-peer recognition through Bonusly

You belong here.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.

1Password uses an automated employment decision tool as a part of the recruitment process. See the latest bias audit information. A reasonable accommodation, reasonable alternative selection process, appeal or to exercise your right to opt-out of AADM may be requested by emailing nextbit@agilebits.com with subject "AI accommodation request". For additional information see our Candidate Privacy Notice.