Customer service is messy, complex, demanding - and deeply human. Customer service is about someone helping someone else solve a problem. It's a difficult and intense job at the best of times, made harder by the fact that companies have changed, but the customer service tools available to them have not.
There's a deep disconnect between the tools companies use to deliver customer care, and the tools and products they build themselves. More often than not, the tools available to agents consist of outdated CRM platforms, siloed internal systems and a maze of browser tabs. They end up delivering good customer service in spite of the tools they use, not because of them.
We think that customer service tools should work differently, and we're building Resolve for the companies that treat customer service as central to their product. Resolve is for agents as much as it is for the product teams that support them. Modern, sensible defaults out of the box, a powerful and fully featured API under the hood.
There's a lot to do! We want to build a customer service tool that's as easy to use as it's to develop with. To achieve that, we'll need to own much of the stack ourselves and tackle complex technical problems like chat and real-time collaboration infrastructure. We're looking for a Senior Software Engineer who's as excited by this challenge as we are.
What you'll do
We're a very young company - we only got started in late August 2020 - and there are just a few of us right now. You can find out a bit more on our website. We're well funded by top tier investors so we can be heads-down building the team and product for the foreseeable future.
As a member of our team, you will
- Build our foundations. You'll work on some of our most complex technical challenges and help others do the same. As the team grows, you will remain hands-on on key projects, and provide technical mentorship and guidance to other team members.
- Create a stellar developer experience. You'll help make sure the experience of building with Resolve is second to none. You'll play a key role in everything from how we structure our data model through to designing our APIs and writing documentation.
- Shape a product-centric engineering culture. We believe that all engineering decisions are product decisions, and vice versa. You'll work in close partnership with other disciplines and help us build a culture where everyone has ownership over the product.
- Solve thorny infrastructure and security problems. Resolve needs private and secure by design, make it possible for people to collaborate in real-time, and be available when everything else is not. You'll help us live up to these ambitions.
- Enable us to build a small engineering team with outsized impact. Small teams are more effective than bigger engineering teams. Staying small will take ongoing, intentional and deliberate technical and cultural work. You'll help us stay true to these values.
- Help customers get better service. You'll build a tool that makes a meaningful difference to the work of (hopefully) many customer service agents by helping them get more done with less stress - and in turn, help them help their customers.
What you'll need, and why you should join
You will be joining a small but growing team of product people who build all areas of the product in close partnership with each other. You'll work closely with the entire team on building our systems and infrastructure, shaping not only our product, but also our culture and team. This is a role for someone with great execution chops and an appetite for getting involved in all aspects of building a company (almost) from scratch.
This role will be a great fit if you
- Have significant experience working on complex backend systems, and have had exposure to API design.
- Are interested in developer tooling and all the aspects of a product that make for a fantastic developer experience.
- Enjoy being hands-on with a focus on writing code and shipping things. There is a lot to build.
- Want to work as part of a small, multi-disciplinary team in close partnership with other disciplines.
- Want to work on something (nearly) greenfield. The biggest product and company decisions still lie ahead of us.
- Enjoy the autonomy, uncertainty and unpredictability that comes with an early stage company.
This role might not be for you if you
- Want to manage a team. Given our team growth plans, this is unlikely to be a need in the next 12-24 months.
- Want to mainly grow your technical expertise in a particular domain. This will be a very product-focused and generalist role.
- Want all of the benefits that come with an established tech company - top-end comp, free drinks and lunches, etc.
- Want a traditional product team set up, with a predictable roadmap, clearly scoped out tickets, a PM, and so forth.
Get in touch
If what you've read so far sounds interesting, we'd love to hear from you.
We want our team to reflect and celebrate the diversity of our society and build a product for everyone - if we fail in doing that, Resolve does not deserve to exist. No matter who you are and the things that make you, you - you will be welcome here, and we can't wait to meet you.
We will do everything we possibly can to make the interview process respectful of your time, free of bias, fair and enjoyable. The process will be informal and flexible for the time being, and should not take more than 3-4 hours of your time in total. Typically, it will consist of
- a 30min introductory chat so you can get a sense of whether you'd like to work with us
- a 60min technical conversation with Matt (we don't do whiteboard interviews or coding exercises)
- a 60min conversation about all the softer aspects of working together - your values, interests, strengths, improvement areas, longer term goals and how we can help you get there
- and finally, an offer outlining base compensation, share options, benefits, and any other key terms