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    Product Specialist FullTime Remote - Los Angeles, United States - Filmbot

    Filmbot
    Filmbot Los Angeles, United States

    3 weeks ago

    Default job background
    Full time
    Description


    A wave of independent cinemas is emerging to engage the next generation of film fans with more creative, inclusive and premium experiences.

    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 these theaters thrive


    Built with a focus on modern design and seamless functionality, Filmbot provides a customizable website and streamlined ticketing point-of-sale system for cinemas 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)

    Traits

    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

    #J-18808-Ljbffr
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