Associate Customer Advocate

DigitalOcean (NYSE: DOCN) simplifies cloud computing so builders can spend more time creating software that changes the world. With our mission-critical infrastructure and fully managed offerings, DigitalOcean enables startups and small and medium-sized businesses (SMBs) to rapidly deploy and scale modern applications. As a remote-first organization, our employees, like our customers, are based around the world.

Support’s mission is to provide all customers with a VIP experience. As an Associate Customer Advocate, your role is to engage with our customers to provide effective solutions to solve customer issues that relate to their account, billing, and platform experience. You’ll educate customers about our platform’s capabilities and features, spearheading their engagement, and offering an exceptional experience throughout their journey from onboarding to scaling. 

We expect that you’ll have a desire to connect with our customers and exhibit exceptional problem-solving skills. Our Customer Advocate personifies DigitalOcean’s empathy for customers, passion for enhancing their experience and relentless pursuit of simplicity at scale. This requires creative problem-solving and curiosity to tackle customer issues related to user experience and billing with knowledge of cloud services. Some, but not all candidates will have experience in technical areas such as Linux, programming, or web development. All candidates will be assessed against their ability to learn quickly and be a self-starter. 

We have a history of promoting employees from within and rewarding high performers with more responsibility, title, and compensation. The Support Team’s alumni cohort includes high-level individual contributors, current managers, product managers, and engineers spread throughout our entire company. This is a place to learn, perform well, and be rewarded. 

• Responding to tickets generated by our customers in a timely manner
• Providing thoughtful, personalized communication to solve our customer’s issues
• Identifying and owning challenges that multiple customers face; fixing similar issues for all our customers
• Quickly learning DigitalOcean products and adapting to rapid product, process, and policy changes
• Working both collaboratively and independently within a team setting (we love Slack!)
• Creating and updating knowledge-based articles
• Triaging, escalating, prioritizing, and following up with incidents or customer-impacting events
• Making informed decisions to solve issues that balance the needs of customer and company
• Sharing best practices and improving your team while seeking the same in return

• Excellent written and verbal communication skills
• Share knowledge with our team and community
• Passion for driving excellent customer experiences while providing critical account and billing expertise
• Tenacity to overcome obstacles to achieve our goals and initiatives
• Rigorous investigative skills and pattern recognition to help solve our customer’s current and future needs
• Identification with our brand and team culture
• Self-motivated with a great sense of responsibility
• Sound independent decision making
• A keen eye for detail
• The inclination to improve your skill set through training, personal development, and self-learning
• Prior customer facing experience, preferably in a cloud hosting environment

• We are proud to work here. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud computing so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions. 
• We prioritize career development. At DO, you’ll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support your overall well-being, from one-time work from home stipend to wellness allowance to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program. 
• We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This job is located in Karachi, Pakistan

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