Job Details

Customer Success Specialist - Remote
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Customer Success Specialist - Remote

• Emerging Level
Skills: Writers

Summary

We’re hiring a Customer Success Specialist who can help us accomplish our mission to democratize production industry hiring by driving local hiring, equity and parity. Who You Are: We are seeking technically skilled candidates with excellent interpersonal skills for a new customer success position. Customer Success Specialists provide timely customer support and feedback, troubleshoot minor technical issues and support the roll-out of new applications, among other duties. Customer Success Specialists communicate directly with users and customers via email and telephone and need to have excellent written and verbal communication skills.

Category Assistant  Writers 
Location Remote Location
Time Period Full time
Start Date Nov 08, 2021

Job Description

Customer Success Specialist 

Who We Are:
We are Productions.com - the job marketplace for productions that connects studios, music labels and corporate brands to vetted local crew.

At our core, we believe that stakeholders should have access to experienced local production crew – regardless of where they shoot content - and that local crew should have access to consistent viable work opportunities in their hometown.  Surprisingly, studios import up to 70% of production crew members into production hubs as it is very challenging to find local crew. At the same time, experienced local crew in those same production hubs struggle to find work.  Our platform solves this disconnect by simplifying local production hiring which significantly reduces production budgets and creates local jobs.
 
How We Promote Local Hiring and Increase Equity and Parity Within The Production Industry.

The change we are driving is more equitable and balanced access to production opportunities.

We will know we are successful when:                     
  • Local crew members of all backgrounds can find consistent production work in their hometowns
  • Studios, music labels and corporate brands can easily find and hire talented local crew members for productions - wherever their shoot           
  • Women, professionals of color, veterans and members of the LGBTQIA+ community are no longer underrepresented in the production industry 
And that is where you come in!

We’re hiring a Customer Success Specialist who can help us accomplish our mission to democratize production industry hiring by driving local hiring, equity and parity.      

Who You Are:
We are seeking technically skilled candidates with excellent interpersonal skills for a new customer success position. Customer Success Specialists provide timely customer support and feedback, troubleshoot minor technical issues and support the roll-out of new applications, among other duties. 

Customer Success Specialists communicate directly with users and customers via email and telephone and need to have excellent written and verbal communication skills. 

Who You’ll Work With
This is a full-time role that reports directly to our Chief Technology Officer. You’ll work closely with our CTO and operations team members and will also coordinate with other members of our small but mighty team.

Responsibilities:
  • Addressing customer escalations and reaches timely resolution
  • Improving/enhancing customer experience
  • Helping customers and users use the product optimally
  • Helping team Improve customer/user onboarding experience
  • At frontlines of customer communication
  • Providing highlights of positive and negative customer calls/experiences to team
  • Collecting feedback and sharing it with sales, product and marketing
  • Illuminating key customer pain points
  • Focused on understanding and improving service and product experience
  • Troubleshooting minor technical issues. 
  • Diagnosing faults. 
  • Speaking to customers to quickly identify and resolve their technical issues. 
  • Providing timely and accurate customer support and feedback. 
  • Following up with clients to ensure that technical issues are resolved. 
  • Supporting the roll-out of new features. 
  • Providing support via procedural documentation as needed. 
  • Managing multiple cases at one time. 
  • Testing and evaluating new technologies. 
Requirements: 
  • Bachelors or Associates degree preferred, especially in computer science or information technology. High school diploma considered.
  • Experience in Microsoft Office required. 
  • Prior training and/or experience in tech support, desktop support, or a similar role. 
  • Proficiency in Windows/Mac OS. 
  • Experience with remote desktop applications preferred. 
  • Attention to detail and solid problem-solving skills. 
  • Excellent interpersonal skills. 
  • Solid written and verbal communication.
  • Personal ownership of reliable desktop or laptop computer
  • Secure home internet access that allows for regular video calls
  • Quiet space to complete your work and video meetings without distraction or interruption
  • Can-do attitude and willingness to learn, deliver work on time and completely
  • Ability to meet (virtually with video) for individual and team meetings and work consistently on projects between the hours of 8 am and 5 pm EST Monday-Friday.
Additional Job Details:
  • 95% work from home (once or twice per year we may have in-person workshops and events, post-COVID-19)
  • Hours: Full-time
This Role Is Perfect For You If You…
  • Love a challenge and are resourceful when it comes to figuring things out, strategizing and making them happen.
  • Collaborate well with a team.
  • Can work alone and don’t need your hand held every step of the way.
  • Can work under pressure and manage multiple projects and deadlines.
  • Have exceptional communication skills.
  • Are super organized and can move quickly to ensure that things get done effectively and efficiently.
  • Can handle direct & constructive feedback.
We offer a compensation package for full-time employees including:
  • Work remotely
  • Flexible work schedule that allows you to travel, take time when you need it, and enjoy your time off. 
  • Paid team retreats (we will host annual or bi-annual team retreats post-COVID-19)  
  • 2 weeks of paid vacation per calendar year
  • Unlimited Sick time – If you are too sick to work, use a sick day. Individual sick days are not counted against your vacation time and are uncapped. 
  • Birthdays off – No working on your special day. 
  • Summer Hours - ½ days on Fridays June-August 

Job Type Full Time 
Weekly Limit N/A
Shift Day
Attached Files
N/A