About the role:

The Customer Advocate is responsible first and foremost for the happiness and success of our customers. That’s a huge responsibility and one that we care deeply about. To succeed in this role, you’ll redefine what the entire customer experience and support look and feels like at Screencastify. Your mission - should you choose to accept it - is to lead us into a new era of support-driven growth.

Why is this role special?

1. You’ll own customer issues and work both independently and cross-functionally to find solutions. You’ll create and maintain internal technical documentation and external customer communication. This includes our help documentation, video tutorials, and support inbox.
2. You’ll keep a pulse on product issues, trends, and feedback to promote support-driven growth and change. You will be our customers' biggest advocate.
3. You'll tackle our most interesting and impactful problems. Our team is still small, and people wear many hats. Absolutely no boredom.
4. Join us at a magical time. We're profitable and support tens of millions of users with a small team, which gives us a huge green field to work with. You'll join at the perfect time to shape how we grow from here.

What you’ll do:

• Respond promptly to customer inquiries, and resolve any issues they may be experiencing
• Use your positive and empathetic skills to answer questions and improve customer outcomes
• Learn the Screencastify products inside and out to become the expert on all questions and uses
• Keep records of interactions, transactions, comments, and feedback requests
• Communicate and collaborate with colleagues to share trends and patterns from customer interactions
• Provide feedback on the efficiency of the support process and collaborate to improve it

You’re perfect for this role if you:

• 1+ years of experience providing customer support or technical support for a SaaS company
• Ability to collaborate with software engineers, product managers, and marketing team members to enhance customer services
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Care about even the smallest of details
• Don’t need to be told what to do (seriously, we want to give you the keys and let you drive)
• Have a track record of high achievement in your current role providing written and chat support
• Feel very comfortable using computers and providing technical support to others
• Approach problems with empathy and know-how to remain calm, even if others aren’t
• Are a great communicator with fantastic time management skills and the ability to context switch quickly
• Are excited to get in on the ground floor of a small, rapidly-growing, fast-paced startup
• Love the challenges, hours, and ups-and-downs of startup life
• [Bonus] Have worked with a remote team
• [Bonus} Start-up experience a plus!