Bring your authenticity, empathy, and curiosity about our industry to help our client base of amazing creators use our product. Let's chat!
Frame.io is changing the future of how videos are made by helping over 1 million creative professionals seamlessly collaborate from all over the world.
We’re backed by Accel, SignalFire, FirstMark, Jared Leto, and a host of other amazing investors. Our market-leading product is used and loved by companies such as Turner, Disney, NASA, Snapchat, BBC, BuzzFeed, TED, Adobe, Udemy, and many more.
We’re in an exciting period of growth and are always seeking extremely talented and passionate individuals who share our vision for helping visual content creators produce their best work.
The Frame.io Support team is based in NYC while having representatives in Dublin, and Los Angeles. The team delivers solutions, troubleshoots issues, and provides an over-and-above positive experience for customers in 180+ countries. Support Representatives are responsible for working directly with our customers to help them start their first project, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our Product, Design, and Engineer teams.
If you think you're up for the challenge, be ready to join the conversation. In just a few weeks, we'll cram your brain so full of Frame.io knowledge, you may never have to consult our FAQs again. Not only will you be surrounded by some of the nicest folks in the company, you'll be in direct interaction with the amazing members of the extraordinary Frame.io community.
This is a full-time position working in Los Angeles. We’re looking into an office space for the future in the Hollywood area, so this position would be working remotely temporarily. Initial two week on boarding will be conducted at our NYC headquarters, remaining training will be done online. Primarily, the shift will be covering 12-9pm Pacific Time and will vary Sun-Thurs, Mon-Fri, Tues-Sat.
Most of our customer interactions happen through chat using Intercom. Some support is done via video and screen sharing, while we also host weekly webinars, conduct in-person training sessions, and maintain the external knowledge base as Frame.io continues to develop. On average, you will chat with 30-50 clients per day, troubleshooting issues or instructing best practices. While being a proactive support team, we identify what they're trying to do and offer the correct workflow solution and not just answer their immediate question.
Our clients use video editing softwares such as Adobe Premiere, After Effects, Final Cut Pro X and others. Experience using advanced video editing software is necessary for this role.
(iMovie, Windows Movie Maker nor mobile video editing apps count as an advanced video editing software)
Our Support Team provides a valuable feedback loop between our customers and the Engineering / Product Teams. As a team who works directly with our community, you’ll be collecting and sharing user suggestions, as well as pain points, directly with the rest of the company.
You send a “Good morning! 👋” message over Slack to the rest of the team, and catch up on what's been happening during the Dublin and New York workday in our team channel. Intercom is the next app you open, you check your queue and see that 14 customers replied to you overnight with complex details regarding their issues. You love this kind of technical work and look forward to the challenge.
You have such a strong attention to detail, you quickly recognize an AdBlock plugin is in a blurry screenshot that one of the customers sent. That issue is solved; they need to add Frame.io to the Safe list on AdBlock.
Another conversation requires looking into the proxy transcode information. But, you have no clue where to start so you reference the internal documentation for answers. You find the reference, but double check with your Manager if your response would be correct. She says it is, and you decide to create your own reference doc. You love writing up these guidelines so you know how to look up transcode metadata in the future.
A customer that’s on an older subscription is confused about their pricing and they’re very frustrated and confused because it doesn’t match the current pricing page. You completely empathize with them, and your response diffuses their anger, solves their confusion, and you deliver more context around the difference between the subscriptions.
The NYC team is signing off, which means your queue is about to increase but you’re ready for it because you closely follow your schedule. A customer presents a peculiar issue but the Engineer team is now offline, so you try to find if someone else has reported this. You search through the Bugs Board in Jira and couldn't find anything. You search Intercom conversations and Slack channels. You try to recreate the issue on your own account in all of the browsers, but can’t reproduce it so you create a new Bug ticket.
You’re about to sign off, but before you do, you want the Dublin team that’ll be online in an hour to be fully prepared. You write up the issues you saw, common questions and new bugs to watch - all in the shared Slack channel. You think about the tasks you want to accomplish tomorrow and build out your calendar accordingly.
Sounds like a fun day, right? If so, let's chat.
Our philosophy is simple. At Frame.io, we believe that working with people of different backgrounds and perspectives allows us to elevate each other and helps us build a better product for our users.
We’re proud to be an equal opportunity employer, and are committed to providing all employees with a work environment that celebrates individuality and remains free from any form of discrimination and harassment. We base our employment decisions on the needs of our business, job requirements, and applicants' qualifications. In other words, we only care that you’re the best person for the job.