Customer Support Specialist

About Us

At Pictory, we're on a mission to revolutionize content marketing. We've created an AI that transforms lengthy content like webinars, blogs, and white papers into a multitude of short social videos within minutes. With over 20,000 customers worldwide, our growth is unstoppable. That's why we're seeking a Customer Support Specialist to join our team and provide exceptional customer service.

Key Responsibilities

As a Customer Support Specialist, you will play a vital role in ensuring our customers have a seamless experience with Pictory. Your primary responsibilities include:

• Providing Outstanding Support: Efficiently triaging issues and resolving problems in a timely manner, delivering best-in-class customer experience.
• Collaboration: Working closely with our engineering, product, and internal teams to route, resolve, and follow up on various inquiries, including bugs, feature requests, service escalations, and sales inquiries.
• Training and Advising: Assisting customers in utilizing Pictory effectively for their specific needs, conducting product demos and trainings.
• Product Testing: Testing new features to ensure they meet our high-quality standards.

Location and Hours

This is a fully remote role; however, please note that you will be supporting our US-based customers, so the working hours are from 11 a.m. to 8 p.m. PST.

What we are looking for (qualifications and skills):

To excel in this role, you should have:

• Fluent English: An advanced level of both written and verbal English.
• SaaS Experience: At least two years of experience in a customer service role within a SaaS company.
• Technical Proficiency: Strong technical problem-solving and troubleshooting skills.
• Attention to Detail: Meticulousness and a keen eye for detail.
• Accountability: A solid sense of responsibility, ability to follow through on commitments, and work independently with minimal supervision.
• Interpersonal Skills: Excellent communication and interpersonal skills.
• Demonstration Skills: Comfortable conducting online product demos, training sessions, and webinars.
• Proactivity: A proactive attitude and willingness to take initiative.
• Visual Design: Experience in visual design, especially videos, would be a plus.

What We Offer

• Fully Remote: Enjoy the flexibility of working from anywhere.
• Competitive Compensation: We offer a competitive salary package.
• Great Management: Experience a supportive environment with no bureaucracy and micro-management.
• Exciting Culture: Join an entrepreneurial culture that thrives in a fast-paced environment.

Equal Opportunity Employer:

Pictory is an equal opportunity employer that values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

Ready to Join Us?

If you're enthusiastic about this opportunity and believe you can contribute to our mission, we'd love to hear from you! Please send your CV to [email protected].