Build Trust Through Transparency and Communication
Trust is key to everything: customers won’t buy from a company they don’t trust, employees won’t work hard for a company they don’t trust, investors won’t invest in a company they don’t trust, etc. We build trust internally and externally through transparency and communication. When we make a mistake, we come forward. When we don't know what to do or how to do it, we ask for help. When we're excited, we invite everyone to celebrate. When we disagree with an idea, we respectfully decline it. When something is unclear, we work to make it clear.
This doesn’t mean everything is shared - there is a line called discretion past which too much openness is too much noise. But in everything we do we ask: can we be more transparent about this? Can we communicate this better?
Have Empathy and Don’t Be a Dick
It’s hard to build things that help people unless you understand their pain, and it’s hard to understand their pain unless you respect them. We strive to empathize with our customers, fellow team members, and any others we interact with. We take every opportunity we have to understand our customers. We remember that no idea, client, or viewpoint is idiotic. We don’t act like a dick to customers, competitors, teammates, our business, or anyone else.
Be The Best
We’re not content to simply make money or keep our jobs: we want to be the best at what we’re doing. Our customers deserve the best we can give them, and our employees deserve to be proud of the work they are doing. We would rather wait to get it right instead of doing it wrong. That said, we don’t let ourselves get stuck by being anal retentive - the better feature is usually the one that is actually released.
A Little Fun Goes a Long Way
We believe work can be fun even when it's not easy. This applies to company and product - if we can insert even one moment of fun or happiness into the support experience, we’ve succeeded over existing tools. Similarly, taking moments in the office to laugh at something completely absurd builds camaraderie. Laughter helps us from taking ourselves too seriously, and helps ground us in what is important.
Encourage Conflict and Innovation
We’re not afraid to try new things and challenge the status quo. We value ideas in all forms and from all sources. We promote healthy disagreements - smart people don’t always agree. We happily take criticism, because it makes us better.
Value People
We believe people have value beyond their position, expertise, or time. We strive to promote a sustainable work environment for our employees and their families both in and outside of the office. We believe our customers are worth more than their invoice (and that even huge organizations are people at some level). We believe generosity returns more value than can be measured. We take care of our own.
We Eat Our Own Dogfood (and like it)
We don’t just talk the talk, we walk the walk. Using our own product (and competitors’ products) better informs our decisions on all levels.
Growth Is Essential
Not only should this be an enjoyable place to work, but we should all be growing as individuals alongside the company. Whether this involves learning new skills or building relationships, after your time here, you should be a better person than you were when you started. Our company may grow into something totally different, and we accept that. Our employees may grow beyond our company, and we accept that. Our customers may grow beyond our products, and we accept that.
