Customer Support Specialist (Seasonal with Permanent Potential)
YNABUnited Kingdom, United States13 hours ago
Part TimeEntry-levelCustomer Service
Job Overview
Date Posted
Posted on 13th September 2025
Expiration Date
Expires on 12th November 2025
Salary
Negotiable
Job Categories
Customer Support-SpecialistCustomer Support-AssociateCustomer Support-RepresentativeCustomer Service-SpecialistCustomer Support-TechnicianCustomer Support-GeneralistClient Support-SpecialistCustomer Service-Representative
About the RoleAs a spendfulness app, it’s no surprise January is our busiest month!
About the Role
As a spendfulness app, it’s no surprise January is our busiest month! We get thousands of messages from YNABers who want to start the new year off right. We're looking for friendly, digitally-fluent Customer Support Specialists to help make that happen.
This role begins as a seasonal, part-time position (20-25 hours per week at $22 USD per hour) from late October 2025 through March 2026. We typically hire permanent Support Specialists from our pool of seasonals, and we expect to do this again in 2026.
Here's what makes this opportunity special: this seasonal role is currently the only pathway to join our permanent Support team. We've built the majority of our team this way. In fact, more than half of our support team started as seasonal specialists! This is how we find people who love doing meaningful work in a flexible, supportive environment—and how great people find us. In this role, you’ll work with YNABers who genuinely love the product, learn from our exceptional team, and discover if this is a good long-term fit.
About Us
We’re YNAB (“why-nab”), a financial education company with a spendfulness app that helps people all over the world spend their money (guilt-free!) on what matters most. For over 20 years, YNAB’s proven method has been changing lives—and people can’t stop telling their friends about the difference it’s made. Think: debt paid off, marriages strengthened, goals achieved, stress erased, and sleep finally restored. But don’t just take our word for it—dive into our vibrant communities on Facebook, TikTok, and Reddit (really!) or skim through our glowing appreviews and you’ll see why people rave about YNAB. We love building something that has a huge positive impact on people’s lives, and we have an impressive education ecosystem that includes live classes, not to mention stellar support (if we do say so ourselves!).
What We’re Looking For
Hard Requirements
You must meet the following criteria to be considered for this role:
- Personal experience using YNAB
- Excellent English communication skills (written and verbal)
- Schedule & Availability
- Schedule:
- 20-25 hours per week from late October 2025 through March 2026
- Work 4-5 days per week in 4-8 hour shifts that fit your schedule and our coverage needs
- Weekend availability: Work at least one weekend day (Saturday or Sunday) each week
- Manager check-ins: Attend a weekly 30-minute 1:1 meeting, scheduled within the 10am-2pm Eastern window
- Schedule:
- Have a reliable laptop or computer you can use for YNAB work (a tablet or Chromebook won’t quite cut it for some of the programs we use)
- Although we are fully remote, we have some location restrictions for this role. We can only hire people who live in one of the following:
- The U.S., in one of these states: Arizona, Arkansas, Colorado, Connecticut, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Wisconsin
- Any country outside the U.S. with the exception of the United Kingdom
Preferred Qualifications
These aren’t required, but if they sound like you, you’ll probably hit the ground running:
- You have experience in one of the following areas:
- Technology
- Education
- Customer support
- You have a college degree
- You’re located in Eastern, Central, Mountain, or Pacific time zones
- You’re interested in a potential permanent Support Specialist role at YNAB
About Our Team
We live our core values every day at YNAB, and we mean it when we say we are an equal opportunity employer. We believe a diversity of backgrounds, abilities, and experiences is critical to our success, and we are passionate about creating a welcoming and supportive environment for every employee. All are encouraged to apply as we continue growing a smart, hard-working, and diverse team that loves building something that matters.
We have one overarching requirement when it comes to joining our team: our Core Value Manifesto has to really click with you. If you’re nodding emphatically while reading it, you’ll probably like it here!
We also work really hard, together, to make working at YNAB an amazing experience. We’re (humbly) proud to have received many of Fortune’s “Great Place to Work” awards over the years, including #1 two years in a row! We have a team of truly exceptional people—the kind you’ll be delighted to work with.
About You
- You’re excited to be the face of YNAB as a member of our dedicated Support Team.
- You are digitally fluent, which means you’re comfortable learning and navigating multiple programs at once, and applying your curiosity to learn new systems and troubleshoot technical issues.
- You are a confident and independent self-manager. You know your contributions impact the whole team.
- You’re curious and enjoy trying things you haven’t done before. You are humble in knowing what you don’t yet know and you seek help when it’s needed. You keep an open mind and invite feedback. You aren’t afraid to ask questions.
- Speaking of questions, you don't mind answering the same types of questions from customers many times in one day. Each new reply is a chance to brighten someone else's day!
- You think and work quickly. Support at YNAB is a fast paced environment, and our users value accurate, personalized, and speedy responses. You know when to revise something you’ve written, but you also know when you can send your first draft.
- You have a knack for swift transitions, switching between topics with grace.
- You exceed expectations even when your answer isn't what the customer was hoping for. You can artfully blend directness and friendliness in one sentence. You can tactfully deliver difficult news and get a thank-you for it (you’re that good!).
- You love taking that one little extra step beyond what’s expected. You’re creative in that way and enjoy delighting others.
A Day in the Life
Today you’re scheduled for a five hour shift. You know that about 75% of your day will be invested in delighting customers and about 25% will be invested in training, staying on top of support updates, and connecting with the team.
Before you jump into what we call the “queue” to respond to YNABers, you start by checking for updates. Any announcements or changes? Any sweet emojis to lay down in celebration of a teammate’s success?
Once you’re caught up, you close Slack to minimize distractions and head into the queue. You set yourself to Available and get routed conversations one by one. Some are chats with YNABers, and others emails. Some are live, others are asynchronous. Some are new and some are ongoing conversations. You reply with care to each one, or you pass it along to experts. When a question is complicated or you feel unsure, you know a knowledgeable team is there to support you, so you just ask for help when you need it!
As you work in the queue, you drink plenty of water and take breaks (we’re big pomodoro fans). After your first stretch break, you start seeing replies from folks you wrote to earlier in your shift. You chat live with a few of them and continue sending replies to others in between. As you go, you get lots of thanks from YNABers whose lives you’re impacting for the better.
Outside of the queue, you research our knowledge base and marketing website to level up your learning. You talk about what you discovered during an impromptu hangout with teammates. And, you share things that made you smile recently (like that cat meme that’s going around, or a picture of your actual cat, Mr. Dwayne ‘The Rock’ Johnson).
Today you also have your weekly one-on-one meeting with your manager. You hop on a video call with her and can’t wait to talk about that new hobby you’re exploring. After catching up, you check in on your goals, get coaching on tricky conversations, and plan for the next week together.
Before you know it, your work day is over. You say goodbye to your team in Slack, change your Slack status, and do some quick planning for tomorrow. Satisfied, you close your laptop and move on to enjoy the rest of your day.
How to Apply
Apply hereby 11:59pm PT on Sunday, September 21, 2025. This is a firm deadline.
Heads up: We’re (humbly) anticipating a lot of applicants for this role. Given that, please note:
- We may adjust the application deadline to an earlier date. If we do, we’ll provide at least 24 hours’ notice—stay tuned to our social media channels for updates.
- The best way to help your application stand out is to follow all the directions below.
What to Include in Your Application
Resume
Want to make sure we don't miss anything important? If possible, please highlight or point out on your resume where your experience aligns with our hard requirements and preferred qualifications listed above. (This isn’t a requirement, but it helps.)
Want to make sure we don't miss anything important? If possible, please highlight or point out on your resume where your experience aligns with our hard requirements and preferred qualifications listed above. (This isn’t a requirement, but it helps.)
Cover Letter
This will help us get to know you. Please write like a human, and skip the fluff and formalities (ChatGPT can sit this one out!). Show us through your writing how you’ll communicate genuinely to connect with YNABers.
On page 1: Introduce yourself and explain why you’re a great fit on our support team. (Please also include the word “huzzah” somewhere in this.) This doesn’t need to be lengthy—a half page is fine!
Starting on page 2: Please answer each of the following in 1-2 paragraphs:
On page 1: Introduce yourself and explain why you’re a great fit on our support team. (Please also include the word “huzzah” somewhere in this.) This doesn’t need to be lengthy—a half page is fine!
Starting on page 2: Please answer each of the following in 1-2 paragraphs:
- Tell us about a time you had to get up to speed quickly on a new tool or process. What steps did you take?
- Tell us about a time you faced a situation where you didn't meet someone's expectations and how you handled it.
- Imagine you’re a Support Specialist at YNAB and you receive an email from a new YNABer, Wanda, who is overwhelmed and wants to know how to get started using YNAB. Draft a brief and impactfulemail response to get them started strong!
Tips
- Though we know it’s customary in some areas, please do not share a headshot anywhere in your application materials.
- You’ll only be able to apply once, so make sure your answers are final before you click submit. (You can start your application and come back to it later.)
- Keep an eye out for an email from @pinpoint.email titled Thank you for applying to YNAB! This confirms your application has been received. If you don’t receive it, please apply again.
- If we can help with an accessibility need, email us at work@tuhustle.com and indicate in the subject line that you’re applying for the Customer Support Specialist role. (We can only respond to messages related to accommodations.)
- Finally, please click here for an outline of what this hiring process will look like. It’s rigorous, but truthfully, people say it’s fun!
We look forward to hearing from you!