Hi, we're Banzai!
We’re out to solve the #1 business challenge for all B2B Marketers – proving Marketing ROI.
Through The Banzai Platform, we provide marketers the campaign insights they need to make better marketing decisions – and we do it all in one platform, so it’s super easy. We know marketing is hard enough – why make it harder?
Our mission is to help our customers accomplish their mission – through better marketing, sales, and customer success outcomes. Our vision is to increase the value of every customer interaction for every company in the world.
Ready to join us?
Reports to: Vidello Support Team Lead
Role Overview
The primary responsibility of this role is to provide frontline support to assist users of our software-as-a-service products. The specialist will be instrumental in helping customers navigate any challenges they encounter and ensuring they maximize the value they derive from our software.
Key Responsibilities
- Provide reactive technical and product support to address customer inquiries and resolve technical or product issues through email and live chat channels.
- Document support requests and maintain accurate records in the ticketing system.
- Act as a trusted Create Studio consultant, providing expert advice to both internal teams and external clients.
- Analyze client interactions to identify emerging trends and potential opportunities for service enhancement.
- Educate clients on recommended practices and techniques for editing in CreateStudio 4 and other Vidello products.
- Diagnose, document, and report platform bugs and other technical issues reported by clients.
- Escalate complex or unresolved issues to higher-level technical teams, when necessary.
- Contribute to the ongoing development and maintenance of Vidello's internal and external support knowledge base.
- Maintain the support team’s KPI’s and execute team initiatives on time.
Required Experience & Qualifications
- 2+ years of experience in a Customer Support role, preferably in SaaS
- Audio/Visual experience preferred
- Strong troubleshooting skills and technical aptitude
- Excellent written and verbal communication skills
- Familiarity with ticketing systems and remote support tools
- Ability to work independently and as part of a team in a fast-paced environment
- Motivated self-starter with a growth mindset
- Passionate about providing excellent customer experiences
- Ability to learn multiple products quickly
- Proactive, with exceptional follow-through
- People-oriented; quickly builds positive rapport
- Experience in client-facing support roles
- Embodiment of our company values (Learning, Serving Others, Game Changing and 10,000 Years), both internally and externally.
Benefits:
- 13 paid company holidays
- Remote-first company
- 2 paid mental health Banzai rest days per quarter
- Mission-driven team motivated by excellence
- Clear objectives, direction, and empowerment from executive leadership
Compensation:
- Job Type: Full-time
- Salary: $870 USD monthly
- Location: Remote - Philippines
Banzai is an equal opportunity employer that values diversity. We are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds and experiences to apply.
To apply, please submit your resume and cover letter outlining your qualifications and interest in the role to hr@banzai.io. We look forward to reviewing your application!