Customer Support Specialist, Product Education at Frame.io
New York City, NY, US

About Frame.io

At Frame.io, we’re powering the future of creative collaboration. Over 700,000 video professionals use Frame.io to seamlessly share media and gather timestamped feedback from team members and clients. Simply put, we help companies create better video, together.

Frame.io 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 Frame.io 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.

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 Frame.io continues to develop.

If you think you're up for the challenge, be ready to join the conversation. In just a few weeks, we'll cram your brain so full of Frame.io knowledge, 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 Frame.io community.

 

About the Role

This is a full-time position working in the New York City headquarters. You’ve worked in the post-production industry, have a serious attention to detail and thrive while teaching people.

You will be in charge of leading training sessions with all new employees. We developed a week-long session called Frame.iKnow and we continue to learn and iterate on our training process. Meeting and training Enterprise customers doesn’t stress you out. You’ll be listening to their post-production workflow and delivering custom training for each of their different teams. Creating tutorial videos to live in our Support Knowledge Base is in your wheelhouse.

With training, you'll understand the workflow processes people are trying to solve and how to educate employees and users towards Frame.io'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.

 

Requirements

  • Have a strong work ethic, ability to work autonomously
  • Post-Production experience required
  • 1-3 years product education experience
  • Prior editing experience in Adobe Premiere/After Effects or FCPX
  • Proactive, energetic attitude and desire to work in a results-oriented environment
  • Creative thinker always looking for better solutions
  • Understand the value and challenges of working in a start-up environment
  • Willingness to keep a flexible schedule, which will include some night shifts, weekends and holiday hours

Bonus Points if you have

  • 1-3 years experience Customer Service in a SaaS environment
  • Multilingual

Responsibilities

  • Lead new hire training sessions groups of 1-8 people
  • Host a variety of live webinar sessions for customers
  • Perform on-site Enterprise Onboarding sessions
  • Record and edit custom tutorial videos for Enterprise customers
  • Record tutorial videos for the support knowledge base and in-app responses
  • 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 

Benefits

  • 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

At Frame.io, 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.