Providing world-class service to all Gooten partners, big and small!
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Maintaining a high level of product and tech knowledge to best serve our partners, and share that knowledge with all of our partners, via support tickets, as quickly and efficiently as possible.
We are located in Colombia and Serbia, but eight different languages are spoken across the team.
Our team also has a robust onboarding program, and new hires are given the opportunity and all the tools necessary to master Gooten.
Our frequently updated documentation is a valuable resource for all new hires, no matter what their role is and which team they belong to.
We are located in two time zones, have 15-hour coverage, and are open for business 7 days a week. Most of our time is spent in Zendesk, responding to partners' inquiries, and in Gooten Admin, reviewing orders to ensure the best possible printing outcome.
Our favorite tool is Zendesk, and the Gooten Admin and Slack tabs are always open, but we also use a multitude of other tools and platforms too: payment platforms (Stripe, PayPal, Braintree), Grammarly, Loom, Confluence, JIRA, Airtable, Nexus Lite and spreadsheets.
Partner Support Confluence Page
Support Metrics Dashboard
How many Gooteneers does it take to answer a support ticket