TimelinesAI

OUR PRODUCT

TimelinesAI is a remote-first SaaS company that provides a shared inbox and integrations platform for WhatsApp. We help businesses gain 360° visibility and boost performance on WhatsApp through automation and seamless CRM integration. As a product-led growth (PLG) company, we rely on outstanding user experiences to drive adoption and retention.

ROLE OVERVIEW

We are hiring a Customer Support Agent who will be the first point of contact for our users. Our AI bot handles routine questions from the knowledge base and live chat auto-translates to the customer’s language, so you will step in for deeper technical issues, high-stakes conversations, and Zoom support sessions. You’ll work independently during your shift, with the Customer Success Manager available for escalations. Shifts cover core European hours Monday–Friday. You'll handover ongoing issues and conversations to the other Customer Support Agent at the end of your shift.

KEY RESPONSIBILITIES

– Deliver fast, accurate, and friendly support via live chat, email, and Zoom  

– Provide extra depth beyond our automation: investigate complex issues, reproduce bugs, and guide customers step-by-step  

– Follow through with developers and customers to gather logs, screenshots, and other data until resolution  

– Conduct live troubleshooting and technical demo sessions (often with Sales)  

– Handle billing/subscription questions, refunds, and proration in Stripe  

– Leverage AI tools (ChatGPT, internal copilots) to draft and refine responses efficiently  

– Capture and report bugs, feature requests, and patterns to Product & Engineering  

– Meet team KPIs and SLAs for first-response time, resolution time, and CSAT 

– Uphold very high availability: immediate presence in Slack and live chat during your shift  

– Uphold GDPR and data-privacy best practices in every interaction  

– Maintain and expand knowledge-base articles as new edge-cases arise  

REQUIREMENTS

Must-Have  

– 1+ year front-line or tier-2 support for a SaaS product  

– Excellent English, written and spoken  

– Proven proactive, customer-first mindset and high personal accountability  

– Reliable high-speed internet and quiet workspace  

– Awareness of GDPR/data-privacy regulations when handling customer data  

– Strong investigative skills with web apps, browser dev tools, and basic APIs  

STRONG ADVANTAGE  

– Familiarity with support platforms (Crisp, Intercom, Zendesk, etc.)  

– Hands-on Stripe experience (refunds, proration, webhooks)  

– Zoom-based troubleshooting/onboarding experience

– Prior use of AI tools to speed up or improve support quality  

– Additional languages (Spanish, Portuguese, Turkish, German, French)  

NICE TO HAVE  

– WhatsApp Business API, Zapier, Make, or similar automation tools  

– Basic SQL or log-reading skills for deeper root-cause analysis  

– Experience creating short Loom/video tutorials or screenshots for self-service docs  

– Knowledge of CRM systems (Pipedrive, HubSpot, Zoho)  

WORK SCHEDULE

Shift rotation covering Monday–Friday, 08:00–18:00 CET (exact pattern discussed during hiring). Occasional weekend/holiday coverage (paid hours) shared across the team.

HOW TO APPLY

1. Your CV or LinkedIn profile link  

2. A short paragraph on your SaaS support experience, including tools used  

3. An example of how you solved / troubleshooted a complex customer issue or improved a process with automation or AI  

4. Your preferred working hours and earliest start date

We are a company specializing in communication solutions, with a focus on  multi-number shared inbox and CRM integrations. Our goal is to launch an email newsletter on Beehiiv, a platform known for its growth-oriented features, to engage audiences and expand reach. The newsletter will repurpose content from two main sources: our company blog and a LinkedIn newsletter. This approach aims to leverage existing assets for audience growth, aligning with Beehiiv’s capabilities.

The freelancer must be autonomous in adapting these sources, ensuring the content fits Beehiiv’s format and engages the target audience. This involves summarizing blog posts, extracting key insights from LinkedIn, and transforming campaign data into engaging stories, aligning with best practices for email newsletters.

Freelancer Qualifications and Skills
The project requires a freelancer with:

Deep Knowledge of Beehiiv: Experience in setting up accounts, designing newsletters, and leveraging growth features like referral programs and cross-promotions. Proficiency with Beehiiv’s tools is essential.
Content Repurposing Expertise: Ability to adapt blog posts, LinkedIn content, and marketing materials into newsletter formats, ensuring relevance and engagement. This includes understanding audience preferences and tailoring content for email delivery.
Audience Growth Strategies: Skills in SEO, social media promotion, and email marketing, using Beehiiv’s built-in tools like one-click subscription features and cross-promotions with other newsletters.
Autonomy and Communication: The freelancer must work independently, delivering results with minimal supervision, and provide clear monthly reports on metrics like subscriber growth, open rates, and click-through rates.
A portfolio of similar projects, preferably in tech or marketing, is required to demonstrate these skills and ensure the freelancer can meet our expectations.

Project Scope and Deliverables
The scope includes:

Setup and Configuration: Launching a Beehiiv account with our branding, including design elements like logos and color schemes, using Beehiiv’s no-code editing tools.
Newsletter Creation: Producing and sending at least 12 newsletters over 3 months, repurposing content from the identified sources. This involves a mix of technical updates, thought leadership, and marketing highlights, ensuring variety and engagement.
Growth Strategies: Implementing audience growth tactics, such as promoting the newsletter on social media, using Beehiiv’s referral program, and exploring cross-promotions with other Beehiiv newsletters.
Reporting: Providing monthly reports on key metrics, including subscriber numbers, open rates, click-through rates, and engagement levels, to track growth and adjust strategies as needed.
This scope ensures a comprehensive launch and growth phase, with potential for ongoing collaboration based on results.

Application Process
Freelancers should submit:

A cover letter detailing their experience with Beehiiv and newsletter growth, highlighting relevant projects.
A portfolio of similar work, preferably in tech or marketing, to demonstrate skills.
A brief strategy outline for repurposing content and growing the audience, showing their approach to autonomy and growth.