Well, hello there 👋

We're Screencastify, the #1 screen recorder for Chrome. More than 12 million people use Screencastify every week (!!!) to record, edit and share all sorts of amazing videos. We like to think that we've democratized video creation by making it simpler and more affordable than ever before.

In K-12 classrooms around the world, teachers and students are using Screencastify to create instructional videos, record presentations, give better feedback, and much much more. Our free version is used in more than 70% of US school districts.

About this role

The Customer Experience Specialist is responsible first and foremost for the happiness 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 looks 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 so special?

1. You’ll own a great deal of our customer communication. This includes our help documentation, video tutorials, and support inbox.
2. You'll keep a pulse on product issues and feedback. You will help new customers get up and running with Screencastify. If that sounds like a lot, that's because it is! Since we're a small company, you'll have a ton of responsibility and room for growth.
3. You'll need to understand our product inside and out. You will demonstrate great empathy, and communicate clearly (both in writing and in-person). If you do those things well, you'll excel in this role.
4. Work with an extremely talented team. In 2020, our team grew from less than 10 to over 50 employees and we still achieve results similar to companies 5x our headcount.

What you'll do:

• Help people use and understand the benefits of all Screencastify products
• Run (and eventually optimize) our customer support inbox
• Update, maintain and improve our help documentation and tutorials
• Report trends, bugs, and feedback to the product team
• Help our big new customers get started with personalized training
• Make thousands of people really happy every month!
• Coach current customer experience associates in their daily work

You're perfect for this role if you:

• Are enthusiastic about analyzing customer feedback, documenting processes, and staying informed on new trends in education and technology
• Love helping and coaching people
• 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)
• Are charismatic, both in writing and in conversation (you make a GREAT first impression!)
• 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
• Have 2-5 years of experience in a customer-facing role and the ability to collaborate with software engineers, product managers, and marketing team members to enhance customer services
• [Bonus] Are a former classroom teacher and/or have prior edtech experience
• [Bonus] Have experience providing support for a Saas company
• [Bonus] Have worked with a remote team (especially as we are all wading these post-pandemic waters together)

Over the past year, the world has developed a new perspective on the power of video-based learning. We have seen an exponential increase in our products' usage and engagement, and our already-sky-high ambitions are now even higher. To achieve those ambitions, we need extraordinarily talented people like you. So we've accelerated our hiring plans across all departments.

While we'd love to meet you in person (and look forward to doing so one day soon!), we are prepared to conduct our entire interviewing and onboarding processes remotely. However, since our team is based in Chicago, we still feel it's important for candidates to be presently located in Chicago. At this time, we will not be considering any candidates outside of the Greater Chicago Area.

Benefits

Competitive compensation. We take a data-driven approach to our compensation strategy so all employees are paid competitively and equitably.

401k plan + match. We want to invest in present you and future you, which is why we offer a generous 401k match with our 401k plan.

Minimum vacation policy. We recognize the importance of taking personal time off, and require our employees to take at least 15 vacation days per year. You’re also encouraged to take additional paid time off, as needed.

Flexible work policy. Gone are the days of being in an office from 9-5, Monday through Friday. We recognize there are better ways to measure productivity than counting the number of hours you’re in the office and that sometimes the office isn’t the best place to be productive.

Parental leave. Generous paid time off for parents to bond with the newest addition to their family!

Medical, dental, and vision insurance. We cover 100% of employee medical premiums and 50% of employee dental & vision premiums. Plus, all employees receive a free One Medical membership.

Professional development. Each department has a professional development budget and employees are encouraged to take workshops, attend webinars, join associations, and anything else that could help grow their careers. Did we also mention employees get free access to Udemy for Business?

Divvy bike membership. If you’re in Chicago, take advantage of an annual Divvy membership -- on us.