Product Specialist Filmbot - San Diego, United States - Art House Convergence

Description

Filmbot is the proud Foundational Sponsor of this year's 2024 Independent Film Exhibition Conference. We believe there's nothing like the communal joy and power of the cinematic experience to connect us and empower new voices, so we are committed to helping the next generation of independent cinemas thrive

Built with a focus on modern design and seamless functionality, Filmbot provides a customizable website and streamlined ticketing point-of-sale system for some of the most creative and trend-setting movie theaters and film festivals to sell more tickets and engage their customers to return more frequently.

Proudly supporting contemporary spaces and historical renovations spanning the country from New York to California to Alaska to Australia, we're approaching four million tickets sold through our platform to date and are continuing to grow.

Now we're seeking a Product Specialist to be a responsive resource of knowledge and guidance for our clients regarding any questions or support they seek about how to best use our platform.

This team member will be mindful of the critical nature of our B2B software for the daily operations of our clients' businesses and be accountable for ensuring that time-sensitive resolutions are the top priority.

Responsibilities

• Respond to customer support tickets in a timely manner to ensure full resolution
• Train cinema and festival staff on the full range of product functionality, from setup and onboarding to core features and new updates
• Manage overall online helpdesk documentation for clients, including reviewing, editing, and contributing new articles
• Expand FAQ documentation for more efficient customer support responses
• Communicate feature requests from clients and spot potential product improvements
• Keep clients updated on the latest release updates
• Escalate priority issues to management when needed
• Track how clients are using features and identify opportunities to use more
• Spot-checking client sites to ensure optimal performance
• Occasional product feedback in coordination with development team
• Be a client advocate to ensure expectations are always met regarding commitments for product updates and that clients are always made aware of relevant progress
• Conduct market and competitive research to find strategic opportunities to provide further value through our service to clients
• Ability to respond to critical customer support tickets outside typical business hours (these types of support tickets are rare)
• Constantly curious and committed to being as knowledgeable as possible about our platform, serving as the go-to expert for clients
• Comfortable prioritizing inbound client inquiries while multi-tasking other projects
• Highly skilled in the craft of composing clear instructions with an authentic, friendly tone via email
• Ability to provide clear and professional guidance via Zoom screenshare
• Possesses confidence and flexibility to interact with a range of client personalities/roles
• Genuinely cares about making customers feel happy and supported
• Organized with a thorough attention to detail
• Happy operating within a small team, rather than a large corporate environment
• Technical proficiency and ability to troubleshoot
• Embraces accountability for delivering customer satisfaction

Qualifications

• 2-5 years of customer support experience for a SaaS product
• At least 2 years of experience with WordPress
• Based in a North America timezone
• Familiarity using support ticketing email software such as Zendesk and/or Help Scout
• Worked remotely in the past and can operate with a professional desk setup for Zoom meetings with clients
• Fluency in English with a strong mastery of communication in writing and verbal form

Bonus experience:

• Managing accounts and client relationships
• Working knowledge of HTML and CSS and/or UX design
• Producing screen recordings for tutorial purposes
• Employment within cinema or festival operations and/or software training
• Familiarity with small-business accounting

Compensation

• You will be hired as a remote full-time employee (not self-employment) with an annual salary of $75,000
• $1,000/month individual health reimbursement arrangement for U.S. residents with ICHRA-eligible health insurance plans

We are seeking an employment start date in April, though have flexibility depending on the candidate.
In your cover letter, please answer the following question, which is required for consideration:
What is your favorite movie theater (past or present) and why?
We look forward to meeting you
Art House Convergence (AHC) is a coalition of independent exhibitors that connects, amplifies and advocates for its community.

Sponsored By:
Many thanks to Agile Ticketing Solutions for their support of Art House Convergence.

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