Work With Us

Snailed It is a small team trying to make great apps and we would love for you to join us.

Freelance Support and Administrative Assistant

We are looking for someone to come and help handle our support requests, dealing with tickets from customers as well as users in our Beta Testing Discord. You’ll be joining a small team with a very flexible work structure in a role with plenty of scope to grow within the company.

The Job:

• Promptly deal with customer support issues and feedback, whether via email tickets, social media (including Discord), or elsewhere.
• Attempt to reproduce, diagnose and solve any issues, and provide feedback to the user detailing either how to fix the problem or pass bugs onto the development team to be fixed.
• Where appropriate, improve documentation based on consistent support requests.
• Keep users updated as their issues goes through the support pipeline.
• Communicate with the company owners as issues arise.
• Attend semi-regular meetings. These will always be with plenty of notice and can be very flexible on scheduling.
• Provide additional administrative assistance where needed.
• Provide testing and feedback of our apps, including specific features when requested.

The Requirements:

• Ability to read and write to C1 level English.
• Ability to troubleshoot problems and ask clarifying questions of customers.
• Good communication, both internally and directly with customers.
• Experience dealing with customers and end users.
• Familiarity with Apple platforms and ecosystems.
• Good time management.
• Ability to work independently without micromanagement, including interacting with our employees, contractors, and agents of the company.

The Nice To Haves:

• Experience dealing with Apple Shortcuts
• Familiarity with Freshdesk (we are looking at changing this, so will happily listen to guidance on your preferred ticket platform, if you have one)
• Familiarity with social media sites such as Discord, Reddit, and Mastodon.
• Interest and familiarity with the software development process, but we do NOT expect any development knowledge and this is not a development role.
• Occasional compatibility with the UTC timezones for calls as needed. Flexibility from all parties is okay to make timezones work as necessary.

The Important Bits:

• This is a freelance / contracting position, not PAYE.
• £17/hour, paid in GBP, USD or EUR within 14 days of receiving a monthly invoice.
• Fully flexible working hours, based around an average of 8 hours per week.
• There are no geographical requirements for this role.
• We can optionally provide devices as needed.
• We will provide an email address and all accounts and software as needed.
• The successful applicant will be expected to sign an NDA as part of their contract.

To apply, please send your CV to jobs@snailedit.dev. Applications close 1st May.