Posted 10 May 2023, 5:32 pm

Customer Support Specialist at Endcrawl

Endcrawl is looking for a new Customer Support Specialist to help thousands of filmmakers get their film and TV projects across the finish line.

The Job

You'll be responsible for providing world-class customer support to filmmakers who use Endcrawl.com to make their film and TV end credits.

You'll respond to customer email queries, customize end credits projects, and help create both public and internal documentation. You’ll become one of the world’s pre-eminent experts at driving our SaaS app.

During training, you'll be expected to be proactive, ask lots of questions, and be a quick learner. Once fully up to speed (2-3 months), you'll spend most of your time on front-line support. Your secondary duties will involve turning your front-line insights into public help articles and internal documentation.

As someone with the best window into day-to-day customer experience, you'll also be expected to synthesize your perspective into bug reports, feature requests, and other internal pitches.

You will not be providing support via phone, Zoom, text chat, Twitter, or other channels.

About Remote Work

Endcrawl is a remote company, and this is a remote job.

You'll be working in your home office while geographically separated from your co-workers. Before applying, please consider whether this suits your temperament and lifestyle. We have fun working together, but a small company cannot provide a rich social life. You’ll be employee number five, and our third Support Specialist. We think small-company remote work is glorious—but it's not for everyone.

Core Skills

To succeed at Endcrawl, you'll need two things above all else: you need to be a strong writer, and you need to be a strong reader.

  1. As a remote company, our culture is “text-first”. On the support team, you'll be expected to write clear and concise prose in customer emails, Slack, help articles, our internal knowledge base, and other corners.
  2. When you join Endcrawl, you're also joining a reading club. Besides our weekly all-hands video call, most internal and external communication is text-based.
  3. Beyond reading and writing, you should be a natural problem-solver and adept at translating technical problems into plain English. With customers, your bedside manner will be compassionate and solution-focused. You'll think beyond the obvious to get to the real heart of a question.
  4. We're not looking for post production gurus or folks with deep programming knowledge. But you should be a Power User type with solid baseline technical aptitude. We will train you on the basics of post production tech and expect you to become fluent in the types of challenges that our customers encounter.
  5. This job demands someone with excellent professional-remote skills. That means you're right at home in message boards and chat rooms. You’re somewhat terminally online. You're comfortable with asynchronous conversations. You understand the rhythms of communicating through different online channels. And you know how to establish a good rapport with your co-workers in an online setting.
  6. Finally, you want to work in customer support or a related tech field as a long-term career path. (A related field could be something like Product Manager or Technical/Product Writer.) This job is not a stepping stone to a career in film and television. We support filmmakers, but we are a software company.

Nice-to-haves

The following skills are not all hard requirements, but it will be useful to have a working knowledge of at least some of these:

  • Markdown
  • Spreadsheets
  • HTML
  • CSS
  • Adobe Photoshop
  • Notion
  • Helpscout
  • MacOS
  • Regular Expressions
  • An appreciation for good typography

The Company

We believe in building calm companies where good people can do good work together in good faith.

Endcrawl has been in business for 11 years. We’ve been remote-only from day one. That means there is no danger of being “called back to the office” because there is no office.

We work hard but don’t take it with us at the end of the day. And while we occasionally all rally during a busy week, we don't believe in crunch or endless overtime. Your Support Team colleagues at Endcrawl estimate that they put in about 15 hours of extra time per year.

We’re clear-eyed that as a small company, we can’t offer many promotion paths. The flip side is that we care about your personal career development, and you will make meaningful contributions to Endcrawl’s culture and product as long as you’re here. If that’s the kind of thing that gets you up in the morning, this job can be rewarding for a long time.

Pay and Benefits

This is a salaried position paying $50,000 per year.

We offer health insurance, including dental and vision.

We will provide you with a work laptop.

Work Hours

You will have a 35-hour work week, Monday through Friday.

During your first 3 months, you should be generally available 9am-9pm Eastern / 6am-6pm Pacific. You will NOT be working 12-hour days, but you will be shadowing and training with different co-workers in different U.S. time zones. So your 35-hour weekly schedule will vary during the initial training months.

Once training is complete, you will settle into a regular schedule. Your shift will be on the later side: approximately 11am-6pm Pacific; or 2-9pm Eastern.

We can hire anyone who is able to legally work in the United States. While your location isn't crucial, your daytime hours should line up with working hours. We don't want to foster night shift burnout.

Time Off

Endcrawl offers 15 days of Paid Time Off and observes 13 holidays per year (9 U.S. federal holidays, plus the week between Christmas and New Year).

How to Apply

Please send your resume and cover letter to jobs@endcrawl.com.

Please introduce yourself as a colleague. Remember how much we value writing and reading comprehension—you might want to start by re-reading this entire thing at least one more time. Tell us something about who you are, and keep it tight. Remember that we have to read a lot of these.

Hiring Timeline

We're accepting applications for this position through June 16, 2023. There's no prize for being first, so please take your time. We look forward to meeting you.



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Source: Remote Ok