Support Specialist

San Francisco or Remote
Customer Success – Customer Success
About Loom
Loom has helped over a million workers get their message across through instantly shareable videos. With Loom, you can capture your screen, record your front-facing camera, and narrate your video all at once — no switching apps or upload required.

We are building the world's leading workplace human communication platform. Our mission is to enhance workplace communication and bring back its humanity. Our target market is the ~1.2B knowledge workers in the world.

The Role
As a Support Specialist at Loom, you’ll be the hero in our front lines assisting hundreds of Loom customers every week. We are looking for support champions who are genuinely happy to help others. If this sounds like you, you came to the right place!

As a Loom's new Support Specialist, here's some of your responsibilities...

💖 Helping customers via email and social media to ensure they are successful with our product (our current Support Specialists send around 40-50 emails per day)
🛠 Troubleshooting and investigating support inquiries to quickly identify any issues
☎️ Jumping on ad-hoc calls with customers to provide help and product education, as necessary
📝 Actively collecting and documenting insights from customers to send to the Product team
🐦 Contributing to our social media presence by actively monitoring platforms where Loom customers are present and engaging with them through content creation
📚 Auditing and updating any current support resources as the product changes (Help Center, Saved Replies, etc.)
✍️ Creating new documentation such as FAQs, guides and knowledge-base articles for Loom customers and our team
🚀 Assisting with projects related to improving our support at scale processes

We want to hear from you if you...

    • Have previous experience delivering excellent support experiences with respect, empathy and understanding
    • Have great video presence and love engaging with customers through video
    • Are a self-starter who is capable of working independently
    • Genuinely enjoy solving problems and pride yourself in providing great customer support to everyone you speak with
    • Have the ability to work in a fast paced environment and handle a high volume of support conversations
    • Have excellent written and spoken English and likes to over-communicate (with both customers and team)
    • Are comfortable working remotely with a distributed team
    • Bonus: Previous experience with social media (monitoring & creating content)
    • Important note: We are looking for candidates in the Central or Eastern Time Zones (around GMT -5:00) to work a full time schedule that may span weekends and/or holidays as our customers need us

Perks at Loom

    • Work with a driven, welcoming team at a company that is changing how people communicate every single day
    • Competitive compensation and equity package
    • Medical, dental, and vision coverage (US-based)
    • Unlimited PTO
    • Yearly off-site retreats (this year we went to Costa Rica for a week!)
    • Remote weeks every-other-month. Work from the beach, mountains, home... The world is your oyster!
    • Learning & Development stipend
    • Healthy lunch catered every day + snacks and beer in-stock (SF office)
    • Healthcare stipend (non-US-based)
    • Home office & technology stipends (remote)
    • At least two all-expenses-paid trip to San Francisco every year (remote)
Loom is an equal opportunity employer.

We are actively seeking to create a diverse work environment because teams are stronger with different perspectives and experiences.

We value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Loom are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.