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SalaryAt Thorn, our cause is our code. We are a nonprofit whose mission of defending children from sexual exploitation and abuse is deeply embedded within our core—a shared code that drives us to do challenging work with resilience and determination.
Here, you'll work and grow among the best hearts and the best minds in tech, data, and business alongside our network of independent partners, NGOs, and law enforcement agencies. Together, we're focused on building technology that protects children's futures. We are looking for dynamic problem solvers with the desire to help address some of today's toughest issues. You'll collaborate with a diverse group of peers in a remote environment centered on wellness, care, and compassion.
In 2019, we took the stage at TED and shared our audacious goal of eliminating child sexual abuse material from the internet. Come join us to help make this goal a reality and build a world where every child can be safe, curious, and happy.
About the Role
A key aspect of our work is partnering with the tech industry. Our product suite includes Safer and additional detection products, which are designed to proactively identify, remove, and report child sexual abuse material and harmful text from our partners' platforms. As you join our small but mighty team, you will work together with our team to ensure a top-tier experience for our growing customer base, which includes companies like Flickr, VSCO, Slack, Shopify, StabilityAI, and more.
What You'll Do
- Work closely with customers to guide them through the onboarding process for Safer and other Thorn products, helping them understand the setup process and troubleshooting common technical issues.
- Operate as an expert on customer use cases, advocating for their needs in the product development cycle and balancing their expectations for release timelines.
- Manage the day-to-day experience of technical and non-technical product users, elevating issues or feedback to engineers and the product team as needed.
- Work cross-functionally with the product manager, engineers, and the sales team to provide a cohesive, positive experience for customers.
- Use email, Slack, and our ticketing system for quick and effective customer support. When needed, utilize Zoom to offer immediate assistance to both customers and prospects in real-time.
Skills We're Seeking
- Ability to create and follow processes to ensure consistency in technical support.
- Troubleshooting skills with the ability to analyze, resolve, and escalate technical issues efficiently.
- Technical/engineering experience, paired with an initiative to continue learning.
- Ability to translate technical jargon into user-friendly language for diverse audiences.
- Active listening skills to understand and address customer concerns accurately.
- Proactive communication with customers to provide updates and gather feedback.
- Strong documentation skills to create and maintain detailed records of technical issues, solutions, and best practices.
- Efficient time management skills to handle multiple support cases simultaneously.
- Ability to meet deadlines and deliver timely solutions to customers.
- Experience providing effective technical support remotely.
- Empathy and the ability to be a strong advocate for our users while balancing the vision and constraints of technical realities.
Preferred: You've worked with a user base of engineers, or on a product that involved setup in a customer's infrastructure.You have a commitment to putting the children we serve at the center of everything you do.
Technologies We Use
You should have familiarity with some of these, but you don't need experience with all of them. We're excited about teaching folks that have the desire and ability to learn the rest.
- Docker / Kubernetes / Terraform
- AWS / Google Cloud
- Amazon SQS / Google PubSub / RabbitMQ / Kafka
- Node / Python 3 / TypeScript
- PostgreSQL / Elasticsearch
Compensation and Benefits
A reasonable estimate of the compensation range for this role is $61,000 - $81,000/year. This range takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to location; skill sets; experience and training; licensure, and certifications.
Our remote-first work model is structured around working from home most of the time. But, there will be times that employees are expected to travel. For example, Thorn may host company-wide gatherings, and smaller teams may hold in-person meetings and team-building events, or require attendance at specific conferences.
At Thorn, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Thorn can mean for you.
Thorn is a strong and flexible team because of the diverse backgrounds of our staff. This includes professional background, subject matter expertise, culture, race/ethnicity, sexual orientation, gender identity and expression, language, hobbies, etc. We strongly encourage women, minorities, and people from underrepresented backgrounds to apply. Your skills are needed here.
Thorn is committed to the full inclusion of all qualified individuals. In keeping with our our commitment, Thorn will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our team at hiring@wearethorn.org
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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