Join Homeland!
Happy Agents → Happy Customers → Happy Clients!
We are looking for a self-directed, well-rounded Full-Stack Software Engineer to help manage and further develop our suite of software tools.
+ Maintaining and extending a RESTful API;
+ Developing rich React-based web apps;
+ Managing a cloud-native infrastructure with Kubernetes;
+ Working with Twilio APIs;
+ Making frequent architectural decisions;
+ Requirements analysis & problem-solving;
+ Operating within tight time & budget boundaries.
You will have the freedom and independence to experiment and do things as you see fit - and will take ownership for the results. You will also get the chance to be in direct contact with the people impacted by your work and get fast, direct feedback from users.
Finally, you will get the opportunity to wear many different hats and learn a lot, and your role will evolve as the company grows.
We are a team of enthusiastic, highly motivated individuals who enjoy what we do and are always “on”. We like going the extra mile and never compromise on quality. We find pride in doing “the right thing” and always producing high quality output.
If this sounds like a team and role for you, please consider applying below.
The problem: most customer service sucks
How often have you had to contact any company’s customer service, only to be met with
“we are currently closed”, slooow answer times, chat-bots and other “customer deflection" techniques? It's very frustrating.
Why is it like that?
The internet is open 24/7 - and the volume of inquiries for any given business fluctuate unpredictably over time. Meanwhile, most businesses' teams are still only operating Monday to Friday 9am to 5pm in their respective timezones, with fixed team sizes, which means there is no one to assist their customers for the other 128 hours/week!
There are no good solutions
As it is very difficult / often uneconomical to do it well in-house, businesses have had to resort to low-cost (fixed) outsourcing, customer deflection and other methods that leave customers frustrated.
Homeland
We operate a global, 24/7 network of carefully selected, highly-trained freelance agents who provide five-star hotel level, instant customer service for our diverse client base. Our clients get fully elastic access to this shared resource and only pay for their consumption (think AWS for service, not servers - there was a time when every company had physical servers to manage and websites went down all the time!)
Happy Customers
This means our Clients’ Customers can speak to an awesome human instantly, at any time, via any channel, regardless of how much demand there is. When is the last time you requested assistance, and someone replied under 15 seconds and blew you away with amazing service? This is the experience Homeland Agents provide for thousands of customers every week.
Happy Clients
Our service is white-labelled: when we satisfy the customers our clients worked so hard to acquire, they get all the credit. This leads to higher net promoter scores, maximized website conversion rates, lower customer acquisition costs, higher long term value, lower churn / cancellation rates... Plus our clients never have to worry about managing the customer service and only pay for what they consume!
Our carefully selected agents all over the world get a super flexible job that they get to do from home, on their terms. They also get initial and recurring high-class training from industry professionals who have trained 100s of employees in the world's most luxurious hotels - gaining experience and skills that will serve them well for the rest of their lives!
Happy Agents → Happy Customers → Happy Clients!
If this sounds like a mission you would be passionate about, please do consider applying below.
Our main product is Homeland Central - a web-app that enables our agents to provide white-labelled omni-channel customer service for a variety of clients from a single interface. Every minute of work is automatically accounted for and attributed to the right client for accurate billing.
We also have various dashboards for management, clients and agents to monitor the relevant metrics, provide accurate billing and most of all maintain operational excellence at all times.
As the company grows, we face increasingly interesting challenges: how to most efficiently allocate work? How to ensure agents always have very fast access to just the information they need? How to maintain high hiring, training and quality control standards as the number of agents grows? How to maintain the exact right balance to maximize agent earnings while keeping answer time and quality as high as possible?
We are trying to build a massive, well-oiled machine that can coordinate work across thousands of agents worldwide to provide the world's best service in the most economically efficient way.
If this like an intellectually stimulating exercise to you, please do consider applying below.
Tech skills (* are top priorities for us, others are nice-to-haves)
Back-end
+ Python*
+ Any Python web framework (ideally Flask)*
+ ORM libraries (ideally SQLAlchemy)*
+ GraphQL
+ Redis
+ Task queue tools (ideally Celery)
Front-end
+ Typescript (or at least Javascript)*
+ React*
+ GraphQL (Apollo, graphql codegen)
Networking
+ HTTP*
+ Nginx*
+ uWSGI
DB Admin
+ SQL (ideally Postgres)*
+ Migrations (tools such as alembic)
Hosting & Microservices
+ Docker (multi-container)*
+ Kubernetes*
+ CI/CD deployment*
+ AWS
Twilio
+ Programmable Chat/Conversations
+ Programmable Voice (VOIP)
+ TaskRouter
+ SMS
How to apply? It's simple
Submit the form below with some basic info and we will reach out to schedule an introductory call.
We’d like to then follow up and arrange to meet with you to discuss your experience, the opportunity, your and our expectations and generally get to know each other.
We look forward to getting to know you :)
Untitled multiple choice field
The ideal opportunity for me would be (as short or long as you want):
Any links you want to include (LinkedIn, GitHub, Personal Website)?
