Customer Support Specialist - NY at Frame.io

| Greater NYC Area
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Bring your authenticity, empathy, and curiosity about our industry to help our client base of amazing creators use our product. Let's chat!


About Frame.io

Frame.io is changing the future of how videos are made by helping over 1 million creative professionals seamlessly collaborate from all over the world. 

We’re backed by Accel, FirstMark, Insight Partners, SignalFire, Jared Leto, and a host of other amazing investors. Our market-leading product is used and loved by companies such as Turner, Disney, NASA, Snapchat, BBC, BuzzFeed, TED, Adobe, Udemy, and many more.

We’re in an exciting period of growth and are on the hunt for talented and passionate individuals who share our vision for helping visual content creators produce their best work.


About the Support Team

The Frame.io Support team is based in NYC and extends to Dublin, Florida, and Los Angeles. The team delivers solutions, troubleshoots issues, and provides an over-and-above positive experience for customers in 180+ countries. 

Support Specialists are responsible for working directly with our customers to help them start their first project, 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 Engineer teams. As a team who works directly with our community, you’ll be collecting and sharing user suggestions, as well as pain points, directly with the rest of the company. 


About the Role

This is a full-time position working at headquarters in New York City when it is safe to do so. This shift will be covering 9am-6pm EST Sunday-Thursday or Tuesday-Saturday. The first 90 days will be 9am-6pm Monday-Friday for virtual training and coaching.

On average, you will chat with 30-50 clients per day through Intercom, troubleshooting issues or instructing best practices. While being a proactive support team, we identify what they're trying to do and offer the correct workflow solution and not just answer their immediate question.

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 preferred for this role.

(iMovie, Windows Movie Maker, and mobile video editing apps are not considered as advanced video editing software)


What does a typical day look like?

You send a “Good morning! 👋” message over Slack to the rest of the team, and catch up on what's been happening during the LA evening shift and Dublin workday in our team channel. Intercom is the next app you open, you check your queue and see that 14 customers replied to you overnight with complex details regarding their issues. You love this kind of technical work and look forward to the challenge.

You have such a strong attention to detail, you quickly recognize an AdBlock plugin is in a blurry screenshot that a customer sent. They need to add Frame.io to the Safe list on AdBlock, so that issue is solved.

Another conversation requires looking into the proxy transcode information. But, you have no clue where to start so you reference the internal documentation for answers. You find the reference, but double check with your Manager if your response would be correct. She says it is, and you decide to create your own reference doc. You love writing up these guidelines so you know how to look up transcode metadata in the future.

A customer that’s on an older subscription is confused about their pricing and they’re very frustrated because it doesn’t match the current pricing page. You empathize with them, your response diffuses their anger, it solves their confusion, and you deliver more context around the difference between the subscriptions.

The Dublin team is signing off, which means your queue is about to increase but you’re ready for it because you closely follow your schedule. A customer presents a peculiar issue but the Engineer team is now offline, so you try to find if someone else has reported this. You search through the reported bugs in Jira, but are unable to find anything. You search Intercom conversations and Slack channels. You try to recreate the issue on your own account in all of the browsers, but can’t reproduce it so you create a new Bug ticket.

You’re about to sign off, but before you do, you think about the tasks you want to accomplish tomorrow and build out your calendar accordingly.

Sounds like a fun day, right? If so, let's chat.


Requirements

  • Experience in Adobe Premiere/After Effects or FCPX
  • Customer support experience
  • Excellent communication and writing skills
  • Passion for talking to customers all day, every day
  • Willingness to keep a flexible schedule, which will include some weekends and holiday hours
  • Ambition, eagerness and the will to learn and improve upon your own skills
  • Would love to write a cover letter so we can see your writing technique
  • Willing to complete two assignments: example customer questionnaire and an Example Support Article

Responsibilities

  • Provide thoughtful, personalized communication to 30-50 Frame.io users per day who range from experienced developers to non-technical customers
  • Effectively resolve customer inquiries in a considerate and timely manner
  • Investigate technical issues and see them through to a resolution/solution
  • Make active contributions to help achieve team OKRs and KPIs
  • Navigate Adobe Premiere and FCPX workflow questions
  • Identify, escalate and prioritize bugs found in the software using JIRA
  • Become an encyclopedia of knowledge about how Frame.io works and what it is capable of

Bonus Points if you have

  • Video Production or Post-Production experience
  • Software-as-a-Service Customer Support experience
  • Basic knowledge of JSON, JavaScript, Ruby, Python, or other languages that work with our API

Benefits

  • Competitive salary and equity
  • Paid parental leave for primary or secondary caregivers
  • Unlimited PTO and designated Volunteering paid time off
  • Yearly stipend for learning and development
  • Medical, Dental, Vision Insurance and OneMedical membership
  • Flexible Spending Account
  • Monthly Work from Home Stipend
  • 1 paid company-wide holiday for each month in the calendar year
  • All-company week-long winter and summer breaks

Our Philosophy

Our philosophy is simple. At Frame.io, we believe that working with people of different backgrounds and perspectives allows us to elevate each other and helps us build a better product for our users.

We’re proud to be an equal opportunity employer, and are committed to providing all employees with a work environment that celebrates individuality and remains free from any form of discrimination and harassment. We base our employment decisions on the needs of our business, job requirements, and applicants' qualifications. In other words, we only care that you’re the best person for the job.

#LI-RM1

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Technology we use

  • Engineering
    • JavascriptLanguages
    • SwiftLanguages
    • ElixirLanguages
    • ReactLibraries
    • ReduxLibraries

Location

22 Cortlandt Street, New York, NY 10007

An Insider's view of Frame.io

What are some social events your company does?

Even with fun seasonal events, there are 2 recurring ones that stick out to me. We have a Meet the New Hires happy hour where new folks get to meet others from the company that otherwise they might not. The other is the monthly birthday celebration where we hang out, have some treats, and hype up that month's birthdays as they spin our prize wheel.

JP

HR Coordinator

What projects are you most excited about?

At Frame.io we’re re-imagining workflows and encountering unique problems all the time. I love tackling projects that at first feel like a completely tangled mess. Being heads-down on it for a while, then pulling back to see the full picture and going “Aha! This totally makes sense now.” I love that feeling!

Carolina

Sr. Product Designer

What makes someone successful on your team?

Organization, time management, and grit are three traits that make someone successful on the Business Development Team. Sales in general is definitely a rollercoaster ride and not every month is the same. As a BDR, staying even-keeled through both the good & tough times always leads to success!

Matt

Sr. Business Development Representative

How do you make yourself accessible to the rest of the team?

Being accessible requires self-awareness as a manager. I communicate consistently with my team that I’m available to help tackle issues remotely or in person. In the office, I sit in a visible area close to my team so that swinging by my desk to AMA feels casual. Ultimately, it’s about creating an environment where asking for help feels low stakes.

Rachael

Business Operations Director

What are Frame.io Perks + Benefits

Culture
Volunteer in local community
We offer 16 paid hours of Volunteer time each year to make sure that our employees feel empowered to volunteer wherever motivates them, and have a running list of opportunities to choose from.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have a DE&I Core Team whose 10 members span across all our departments. This Core Team works on initiatives across the company to ensure we're working toward DE&I in every way possible.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Our Pet Insurance is through Nationwide, and there are options for 50%, 70%, or 90% reimbursement on eligible expenses
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Frame.io offers employees professional development opportunities like annual individual budgets for training, onsite training courses, and the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Working from home has had an impact on each of us in various different ways and we're all adapting to this new reality of working, while trying to get work done. Recharging and self-care are a critical part of doing our best work, so we've added a new holiday and coordinated time off schedule. We've added in company-wide winter and summer breaks, and in addition, if a month does not already include a holiday, we will have an "office closure" day so the entire company can take a day off together to recharge.

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