Customer Experience Associate

Chicago, IL

Imagine a product that reached millions of users without a single salesperson. That same product has been adopted by tens of thousands of schools, with limitless growth potential ahead. That's the opportunity at Screencastify — a massive market, incredibly engaged customer/fan base, and the chance to get in on the ground floor of it all.

Hi, we're Screencastify 👋

More than 15 million people use Screencastify 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.

Life at Screencastify

Our small Chicago-based team includes a semi-pro volleyball player, champion debater, classically trained actor, elite runner, breakdancer, and avid baker 🍰

nef speaking tcea
@NiftyNef sharing Screencastify tips in front of a packed house at TCEA 2020.
holiday party team photo
Our first ever holiday party (followed by karaoke, which was not pretty).
matt and pup
Matt striking a pose with his beloved pup Bento 🍱
ideacon team photo
The team made sure we had a big presence at IdeaCon 2020!
martin in office
We may never know what Martin was up to in this photo.
janelle with dog
Janelle outsourcing some dev work to her dog Maggie.
escape room team photo
We escaped with plenty of time to spare!
boat team photo
Cruising the Chicago river and cherishing the rare warm weather.

About the role

The Customer Experience Associate 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 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. You'll 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
  • Report trends, bugs, and feedback to the product team
  • Answer incoming problems, questions, and concerns from customers via Zendesk
  • Maintain a high level of professionalism and establish a positive rapport with every use
  • Troubleshoot and problem-solve to turn frustrated users into happy satisfied customers
  • Stay updated on Screencastify product knowledge and informed of any feature changes
  • Make thousands of people really happy every month!


You're perfect for this role if you...

  • 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 and 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 1-2 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)


Benefits

  • Competitive compensation. We take a data-driven approach to our compensation strategy so all employees are paid competitively and equitably.
  • 401k plan. 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.
  • 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.
  • 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.
  • 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

We highly encourage you to apply for this position, even if you feel you do not meet all the requirements. You do not need to fit this exact mold.

At Screencastify, we foster an inclusive, supportive, fun and challenging team environment. We value having a team that is made up of a diverse set of backgrounds and respect the healthy expression of diverse opinions. We embrace experimentation and the examination of all kinds of ideas through reasoning and testing. Come join us as we continue to change the world through video.

Screencastify is an equal opportunity employer.

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