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 on the hunt for 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. With these three cities combined, we're working towards covering support 24/7. The team delivers solutions, troubleshoots issues and provides an over-and-above positive experience for users in 180+ countries. Support Representatives are responsible for working directly with our Frame.io customers to help them get started, 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 development teams.
If you think you're up for the challenge, be ready to join the conversation. In just a few weeks, you’ll accumulate so much knowledge about Frame.io, 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 the New York City headquarters. On average, you will chat with 30-50 clients per day through Intercom, helping troubleshoot issues or instructing best practices. While being a proactive support team, we identify what they're trying to do and offer the correct solution rather than just listening to their question and only offering that answer.
You are flexible with your hours and able to cover earlier/later shifts. You’re also flexible with working Tuesday-Saturday or Sunday-Thursday.
With training, you'll understand the workflow processes people are trying to solve and how to educate users towards Frame.io's solution to save them time and increase productivity.
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.
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 member suggestions, as well as pain points, directly with the rest of the company.
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.