Customer Support Specialist at
New York City, NY, US


At, we’re powering the future of creative collaboration. Over 700,000 video professionals use to seamlessly share media and gather timestamped feedback from team members and clients. Simply put, we help companies create better video, together. is backed by Accel, SignalFire, FirstMark, Jared Leto and a host of other phenomenal investors. We've built a highly functional and market-leading product used and loved by companies such as Turner, Disney, NASA, Snapchat, BBC, BuzzFeed, TED, Adobe, Udemy, and many more.

We’re still in the early days of transforming the way the world collaborates on video, and we are on the hunt for talented individuals to help us achieve our vision.


About the Support Team

The Support team is based in NYC while having representatives in Dublin and Los Angeles. With these three cities combined, we're working towards covering support 24/7. The team delivers solutions, troubleshoots issues and provides an over-and-above positive experience for users in 180+ countries. Support Representatives are responsible for working directly with our customers to help them get started, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our product design and development teams.

99% of support is done online through a customer messaging platform called Intercom. The team also digs into the technical questions about our product with the JavaScript console, hosts weekly training webinars for customers, owns an internal on boarding program for all new hires, and writes/updates the external knowledge base as continues to develop.

If you think you're up for the challenge, be ready to join the conversation. In just a few weeks, you’ll accumulate so much knowledge about, you may never have to consult our FAQs again. Not only will you be surrounded by some of the nicest folks in the company, you'll be in direct interaction with the amazing members of the extraordinary community.


About the Role

This is a full-time position working in the New York City headquarters. On average, you will chat with 30-50 clients per day through Intercom, helping troubleshoot issues or instructing best practices. While being a proactive support team, we identify what they're trying to do and offer the correct solution rather than just listening to their question and only offering that answer.

You are flexible with your hours and able to cover earlier/later shifts. You’re also flexible with working Tuesday-Saturday or Sunday-Thursday.

With training, you'll understand the workflow processes people are trying to solve and how to educate users towards's solution to save them time and increase productivity.

Our clients use video editing softwares such as Adobe Premiere, After Effects, Final Cut Pro X and others. Experience using advanced video editing software is necessary for this role.

Our Support Team provides a valuable feedback loop between our customers and the Engineering / Product Teams. As a team who works directly with our community, you’ll be collecting and sharing member suggestions, as well as pain points, directly with the rest of the company.



  • Would love to see a cover letter so we can see your writing technique
  • 1-3 years Customer Support, proven to move up in ranks
  • Have a strong work ethic, ability to work autonomously and “own the queue”
  • Post-Production experience necessary
  • Prior editing experience in Adobe Premiere/After Effects or FCPX necessary
  • Excellent verbal and written skills
  • Creative thinker always looking for alternative solutions
  • Understand the value and challenges of working in a start-up environment
  • Meticulous attention to detail
  • Willingness to keep a flexible schedule, which will include some night shifts, weekends and holiday hours



  • Provide thoughtful, personalized communication to 30-50 users per day
  • Effectively resolve customer inquiries in a considerate and timely manner
  • Investigate technical issues and see them through to a resolution/solution
  • Ability to maintain successful team and individual KPIs
  • Make active contributions to help achieve team goals and KPIs
  • Navigate Adobe Premiere and FCPX workflow questions
  • Identify, escalate and prioritize bugs found in the software using JIRA
  • Communicate with the product and engineering teams regarding customer feedback


Bonus Points if you have

  • Multilingual
  • Experience troubleshooting with the JavaScript Console
  • Understanding Adobe's JavaScript interface and node.js
  • Understanding of front-end frameworks: React and Redux
  • Familiarity with native mobile development



  • Competitive salary and equity
  • Medical, Dental, & Vision Insurance
  • Daily catered lunch & fully stocked kitchen with cold brew on tap
  • Unlimited PTO
  • Volunteering paid time off
  • Work From Anywhere Week
  • Pre-tax commuter benefit
  • Discounted gym membership
  • Free Citi-Bike membership
  • Paid parental leave
  • Flexible Spending Account
  • Influence in a small, fast paced team

At, we believe that learning from different backgrounds and perspectives will allow us to elevate each other and help us build a better product for our users.

We are proud to be committed to equal employment opportunity, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.