Product Specialist (Full-Time / Remote)

A wave of independent cinemas is emerging to engage the next generation of film fans with more creative, inclusive and premium experiences. We believe there's nothing like the communal joy and power of the cinematic experience to connect us and empower new voices, so we are committed to helping these theaters thrive!
Built with a focus on modern design and seamless functionality, Filmbot provides a customizable website and streamlined ticketing point-of-sale system for cinemas and film festivals to sell more tickets and engage their customers to return more frequently. Proudly supporting contemporary spaces and historical renovations spanning the country from New York to California to Alaska to Australia, we're approaching five million tickets sold through our platform to date and are continuing to grow.
Now we're seeking a Product Specialist to be a responsive resource of knowledge and guidance for our clients regarding any questions or support they seek about how to best use our platform. This team member will be mindful of the critical nature of our B2B software for the daily operations of our clients' businesses and be accountable for ensuring that time-sensitive resolutions are the top priority.
Responsibilities
• Respond to and resolve customer support tickets regarding a range of cinema and festival operations including scheduling showtimes and ticket sales, website help, reporting, box office setup, etc.
• Train cinema and festival staff on the full range of product functionality, from setup and onboarding to core features and new updates
• Help set up demo websites for prospective cinemas and festivals
• Manage overall online helpdesk documentation for clients, including reviewing, editing, and contributing new articles
• Track feature requests from clients and spot potential product improvements
• Keep clients updated on the latest fixes and new features, including notifying specific clients when their requests are implemented
• Ability to respond to critical customer support tickets during movie theater operating hours (including nights/weekends) on a rotating basis with other team members
Traits
• Constantly curious and committed to being as knowledgeable as possible about our platform, serving as the go-to expert for clients
• Highly skilled in the craft of composing clear and concise instructions with an authentic, friendly tone via email
• Comfortable leading Zoom onboarding and training sessions
• Possesses confidence and flexibility to interact with a range of client personalities and roles
• Genuinely cares about making customers feel happy and supported
• Organized with a thorough attention to detail
• Happy operating within a small team, rather than a large corporate environment
• Technical proficiency and ability to troubleshoot
• Reliable, accountable, and trustworthy
Qualifications
• 2-5 years of customer or technical support experience
• At least 2 years of experience with WordPress
• Familiarity with troubleshooting hardware and networking issues (or an interest in learning)
• Based in a North America timezone
• Worked remotely in the past and can operate with a professional desk setup for Zoom meetings with clients
• Fluency in English with a strong mastery of communication in writing and verbal form
• Bonus experience:
• Employment within cinema/festival operations
• Working knowledge of HTML and CSS and/or UX design
• Familiarity using support ticketing email software such as Zendesk
• Familiarity with small-business accounting
• Managing accounts and client relationships
Compensation
• You will be hired as a remote full-time employee (not self-employment) with an annual salary of $75,000
• $1,000/month individual health reimbursement arrangement for U.S. residents with ICHRA-eligible health insurance plans
We are seeking an employment start date as soon as possible, though have flexibility depending on the candidate.
In your cover letter, please answer the following question, which is required for consideration:
What is your favorite movie theater (past or present) and why?
We look forward to meeting you!

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