**Shelf** is reimaging the Digital Library for the 21st century and we’re looking for creative, hard-working professionals who are committed to excellence and looking for an opportunity to channel their skills into a high impact, global project.

Please, note that this position will require non-standard working hours.

Before moving forward: Take this test — www.efset.org/quick-english-check. If you scored less than 85%, you should stop here.
If you scored 85%+, take a screenshot and submit it along with your application.

* 2+ years of professional experience in the customer service field
* Outstanding English language skills (written and verbal) and you have certificates to prove it (IELTS, TOEFL, FCE, etc.)
* You have a proven track record in working with the US and/or Western European Companies
* You can consistently demonstrate empathy and patience in real-life scenarios
* You can work on multiple projects at a time with sharp attention to details
* You complete tasks within the defined deadline and you don’t need to be micromanaged
* You are confident in holding conversations with American customers
* You know how to effectively prioritize and escalate client requests and issues as required and you know how to say “No” when it’s needed
* You are ready to take on challenges and contribute towards the growth of the company as well as your personal development

As a plus
* Experience as a supervisor or manager in a contact center
* Experience working abroad
* 1+ years of experience working in B2B environment
* Experience conducting onboarding sessions
* Experience as a trainer or coach
* Proven track record of content creation (professional and/or personal)

We are offering A great opportunity to help us continue to grow a world-class tech company and make a global impact on the way companies manage and share their knowledge. We are working with the latest technologies and were founded in New York.

Joining us will let you enjoy:
Competitive salary based on your experience level
Plenty of room for personal and professional growth
Working with an outstanding group of individuals
Support, mentorship, and all the help that you might need
Great product that actually helps companies worldwide

Also, this position includes:
Equity in the company
Opportunity to work in an internationally established startup who has already raised Venture Capital
Travel to Europe and the US for conventions and training

If you are looking for an adventure of a lifetime and are interested in this opportunity, please send us the following information:
1) CV and link to your LinkedIn profile
2) A cover letter on why you believe you would be a good fit for our company
3) Screenshot of your test score
4) References

Responsibilities include but are not limited to:
* Be involved in the client’s journey from onboarding to a continued partnership
* Help new and existing customers succeed on the Shelf platform
* 1st and 2nd level support via Intercom chats and emails
* Monitor and measure client satisfaction through regular health checks
* Prevent conflicts and address concerns
* Translate customer conversations into knowledge articles
* Create and update knowledge articles based on new or changed product features
* Create Shelf tutorials and support guides

About shelf.io

We are Venture Capital backed, New York-based SaaS Product Company.

Shelf.io is reimagining the Library for the workplace of the 21st century.
Shelf is designed to help declutter and organize your most important content. Everything about Shelf, from our search to our customer support, reflects the passion and drive of our team to build a better way to harness knowledge and make things easy to find and share. People use Shelf to instantly find the information they need to publish a story, make a pitch, or close an important deal, without the pain of redoing work or wasting time tracking things down.

Company website:

Job posted on 13 January 2020

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