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Customer Support (Part

In Office | United States
DIMO enables thousands of vehicle owners and operators to collect, use, and monetize the data their vehicles generate. We're building an open developer platform to transform the massive vehicle data and connected car market, and bootstrapping the supply and demand side with the $DIMO token. 
Our core team is made up of experienced IoT, automotive, mobility, and web3 engineers, designeers, and operators, and we are committed to building a distributed organization.
DIMO is growing 100% month over month, and with that come an increasing number of support tickets. Issues can range from hardware or software bugs, user error, store operations tickets, platform issues, or general inquiries. At DIMO we take pride in responding to every single ticket, however small, and ensuring every user feels like they received great customer service.
This role could also include interfacing with key DIMO ecosystem partners like Smartcar (who provides an integration for connected vehicles), AutoPi (who has built the initial DIMO hardware), or various logistics providers.
A crucial part of working in support is surfacing product issues to the product/engineering team. These might be bugs for immediate fix, or just improvements that would cut down on user confusion and tickets. We need a support person who will not just answer questions, but help improve DIMO for all.

What you will be doing:

  • Manage and troubleshoot incoming tickets from DIMO customers and users globally
  • Work cross-functionally with the engineering team, vendors, and DIMO community to solve issues (connectivity, installation, warranty, etc.)
  • Create documentation and automation for streamlining processes and responsesIdentify support trends and provide product recommendations that would mitigate issues or open up new opportunities
  • Test new product features prior to general availability
  • Bring suggestions to the product / engineering team on improving product features or new product features entirely that will improve the user experience

We’re looking for someone who has:

  • 2-3 years experience with customer service
  • Excellent written and verbal communication skills
  • Experience working with people over the phone and delivering a friendly, top tier customer experience
  • Experience with support software like Zendesk or another tool / ticket system
  • Interest with state-of-the-art technology, community building, and automotive hacking

It’d be nice to find someone who also has:

  • Experience with Discord, Twilio, Customer.IO (or another CRM tool)
  • Been involved with DIMO, the DIMO community
  • Experience with various crypto wallets
  • Experience with vehicle diagnostics, telematics, fleet management software
  • Experience with aftermarket auto accessories like dashcams

Life @ DIMO:

We are a global, remote-friendly company. For those local to Detroit or New York, we have in-person office space for you to pull up a chair and work IRL. Team members can expect quarterly in-person events once individuals feel comfortable traveling again.

You will thrive here if you are driven by tackling technical challenges that no one else has solved yet and are inspired by the possibility of building the next generation of web infrastructure and decentralized systems.

Alignment with our core values is very important to us. We are fueled by an immense intellectual curiosity of what technology can do and the impact it can have. We succeed as a team when we embrace individual differences. DIMO is an equal opportunity employer that is committed to fostering a diverse workforce. All qualified applicants will receive consideration for employment.

Have a question? Reach us at [email protected].