Customer Care Specialist 🇺🇸

PlayPlay is the video creation platform that enables marketing and communication teams to turn any message into a memorable video.

Since 2017, PlayPlay has been growing exponentially:

- 2500+ large and mid-sized companies across the globe (including two-thirds of the CAC40)

- 230+ employees in Paris, New York and Berlin;

- 65 M$ raised (series A and B);

- Member of the French Tech 120 and recently ranked #26 in the Top100 rising B2B Scale-up in Europe by Sifted!

PlayPlay is the company for you if you want to:

- Join a hyper-growth scale-up that allows you to invest in multiple projects and benefit from rapid evolution opportunities 

 - Work on a product loved by our customers (68+ NPS) and in constant improvement 

 - Learn from great colleagues in a positive work environment that thrives on ambition, drive, humility, transparency, and teamwork (our 4.6/5 rating on Glassdoor is proof of that!) 

 - Enjoy activities organized by the Happiness team (Music Quizzes, concerts, seminars, etc.) 

 - Work in a hybrid model remote/office and have additional four weeks of full-remote per year (overseas is allowed in any country with a time difference of 3 hours or less) We are backed by investors such as Insight Partners (HubSpot, Twitter), Balderton (Revolut, Aircall) and Point9 (Loom, Zendesk) who are helping us become the global leader in video creation. And to achieve this, we are looking for the best talent in the market!

Read more about “The 100 good reasons to join PlayPlay”: https://bit.ly/3O88yBO

As a Customer Care Specialist, you will join PlayPlay’s team based in New York and you will be supported by both our global Customer Success team from Paris and our local US team. Your goal will be to understand our users’ need and provide them with outstanding support. Additionally, you will inspire them through various content formats such as webinars and articles!

Are you passionate about video? Is helping people in your DNA? Then your place is among us!

You will benefit from the team's experience to become a video pro! In 2023, we handled 12,000 user requests, achieved a first response within 30 seconds, maintained an average response time of under 2 minutes and, for the third consecutive year, we maintained a satisfaction rate of over 98%. Additionally, we created 31 new FAQ articles, sent out 22 mailings, produced 15 video tutorials, conducted 4 webinars, and engaged in numerous other enjoyable and stimulating projects.

Don't hesitate any longer—apply now!

This role requires to be on-site 3 days a week in our NYC office.

Our address: 53-55 West 21st Street - New York, NY 10010

The salary for this position is about $50 000

YOUR MISSIONS 💪

Manage customer support

• • Take in charge all of our users’ requests on the CRM (ZenDesk)
  • Provide quick and customized operational solutions
  • Provide the best experience to our users and ensure quality customer support
  • Offer video expertise to users (advice, recommendations, etc.)

Optimize the support service offer

• • Detect the needs on knowledge shared content (new articles, new messages set up...)
  • Be a force of bringing forward optimization proposals on existing processes
  • Create inspirational and educational content for our users
  • Create video templates for our users
  • Create loyalty content for our users (video expertise, market expertise, articles on video trends...)

Work in collaboration with the teams

• • Detect the most common misunderstandings and make recommendations for improving the product
  • Detect new needs and qualify them with the user before passing them on to the Product team
  • Participate in workshops and projects to develop the platform

Develop your expertise and help expand the scope of the team

• • Test assignments and projects in different areas of expertise and choose the one that suits you best to develop
  • Increase your lead on specific topics over time

YOUR SKILLS 🎯 

• • You recently graduated, and have a first experience in customer support or assistance.
  • You have a real interest in the video industry
  • Knowledge of a customer management software is a plus!

 ABOUT YOU ❤️ 

• • Empathetic: You have the ability to understand and feel your clients' difficulties, providing personalized advice to assist them.
  • Solution-oriented: You can adapt to clients' requests and address their issues to help them.
  • Calm and patient: You recognize that some issues may take time to resolve and can communicate this effectively to reassure clients while putting yourself in their shoes.
  • Good communicator: You possess excellent interpersonal skills and strong oral and written communication abilities.
  • Creative: You can propose and implement impactful ideas to delight your clients!

$48,000 - $52,000 a year

OUR VALUES 

- Creative: We don’t do things the same way as others and we like that. It’s that madness that gives everyone the freedom to innovate and follow through with their ideas.

- User-first: Our customers are at the  of everything we do because a product is nothing without its users and it is with its users that a product grows.

- United: What motivates us is to succeed together. We are specialists in cross-team projects: it is by sharing our expertise and supporting each other that we achieve our goals.

- Ambitious: We are not afraid to move fast and take risks. If plan A doesn’t work, there are still all the letters in the alphabet. We learn from our experiences and adapt.

- Committed: We take ownership of our projects, with responsibility. We are demanding of others but above all, we give our best.

DIVERSITY & INCLUSION

At PlayPlay, we’re committed to fostering an environment where diversity and inclusion are at the heart of our values. Our goal is to attract and build a diverse, equal and inclusive team, where everyone feels welcome.

As an equal opportunities employer we make sure the application process and our workplace is for everyone.