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Customer Experience Associate

Chicago, IL

Over the past couple of months, 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.

Please do not hesitate to reach out with any questions!

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 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.

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 🍰

Our first ever holiday party (followed by karaoke, which was not pretty).
The team made sure we had a big presence at IdeaCon 2020!
Matt striking a pose with his beloved pup Bento 🍱
@NiftyNef sharing Screencastify tips in front of a packed house at TCEA 2020.
We may never know what Martin was up to in this photo.
Janelle outsourcing some dev work to her dog Maggie.
Packing and shipping hundreds of swag bags to educators around the country!
Our entry for an annual holiday door decoration competition.
We escaped with plenty of time to spare!
Cruising the Chicago river and cherishing the rare warm weather.

About the role

Screencastify is a powerful and versatile product for schools, and we want to ensure that all educators feel comfortable and empowered to use it! As our first Customer Experience Associate, you will work directly with our Success team to manage questions from students, teachers, and educational leaders from around the world to ensure everyone receives help and can achieve the best possible outcomes with Screencastify.

Why is this role special?

  1. You'll help educators improve outcomes and equity. Schools and districts around the world depend on Screencastify to digitize their curriculum and communication. The need for and benefit of video-based learning has never been more clear that it is now.
  2. You'll work with an extremely talented team. A team of less than 5 built a product used by millions of people. We've achieved more than teams 10x our size by solving problems that matter and putting product quality above all else.
  3. You'll tackle our most interesting and impactful problems. Our team is still small, and people wear many hats. You'd jump between support, product, marketing, and sales — improving communication and process along the way. 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:

  • Have a track record of high achievement in your current role providing written 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
  • [Bonus] Are a former classroom teacher and/or have prior edtech experience

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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