Customer Success Rep
Location: Remote or Santa Monica, CA
All official emails come for @studiobinder.com (e.g. john@studiobinder.com).
If an email arrives from a slightly different domain (e.g. @studiobinder.net or @studio.binder, etc), it is likely a phisher. We will never request personal or banking information up front. Please do not reply to suspicious emails. Instead, report them in your email client as phishing. If you have questions, feel free to contact us.
Description
StudioBinder is looking for a Customer Success Specialist to join our team.
StudioBinder builds production management software used by filmmakers, agencies, brands, and creative teams to plan and collaborate on productions. Alongside our platform, we run one of the largest educational resources in the production industry. Our blog reaches 1M+ readers each month, and our YouTube channel has over 2M+ subscribers.
If you enjoy helping people solve problems, learning new software quickly, and improving the experience for thousands of creators using our platform, we’d love to hear from you. Visit our Careers page to learn about our work culture, benefits, and the typical work day.
What You’ll Do
As part of the customer success team, you’ll help users get the most out of StudioBinder.
Your work will include responding to live chat and email inquiries, helping customers troubleshoot issues, and guiding them through the platform’s features. You’ll also document bugs, identify patterns in user questions, and help improve the overall product experience.
In addition, you’ll contribute to our growing library of support resources by writing help articles, scripting support videos, and recording tutorials that make the platform easier to understand.
Much of the role involves translating user questions into clear solutions—and helping the team learn from customer feedback.
A Typical Day
A typical day might begin by reviewing new support emails; ranging from product questions and technical issues to sales inquiries. You respond directly where possible, escalate bugs to the engineering team, and route sales-related conversations to the appropriate teammate.
From there, you check live chat. You follow up on open conversations from the previous night, while helping users in real time as new messages come in. Throughout the day, you balance older threads with incoming questions, making sure live users get timely, clear answers and can keep moving with their work.
When issues surface, you take time to investigate. You investigate issues with the goal of reproducing the bug. You document clear steps, and create tickets in our bug tracking software, Github. During quieter moments, you improve the HelpDesk by updating help articles, refining explanations, and product screenshots visuals where needed. You may also work with developers to test upcoming releases and verify fixes before they go live.
Some days are fast-paced and reactive (usually Monday and Tuesday), while other days are more focused on documentation and testing. The goal is always the same: help users get what they need, quickly and confidently.
What We’re Looking For
You might be a great fit if you:
- Have 3+ years of experience in customer support, QA, or technical support
- Are patient, empathetic, and enjoy helping people solve problems
- Are comfortable learning and explaining new software quickly
- Have strong written communication skills
- Are organized and attentive to detail when documenting issues
- Collaborate well with product, engineering, and content teams
- Have an interest in filmmaking, storytelling, or creative tools
Experience creating help documentation, tutorials, or support videos is a strong plus.
How to Apply
If you're interested in the position, we'd love to hear from you.
Email us at hello@studiobinder.com — please include your resume and a short cover letter telling us about yourself and why you’re interested in the role.
In your cover letter, include one software product you think provides great customer support and why.
Please use the subject line: Customer Success Specialist Application — StudioBinder
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All official StudioBinder emails come from @studiobinder.com (e.g. john@studiobinder.com). If an email comes from a different domain (like @studiobinder.works or @studiobinder.net), it is likely a scam.
StudioBinder will never request personal or banking information. Please do not reply to suspicious emails—report them as phishing instead. If you have questions, feel free to contact us.
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StudioBinder is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or protected veteran status.
Reasonable Accommodation: StudioBinder provides reasonable accommodation so that qualified applicants with a disability may participate in the selection process. Please advise us of any accommodations you request in order to express interest in a position by e-mailing: hello@studiobinder.com Please state your request for assistance in your message. Only reasonable accommodation requests related to applying for a specific position within StudioBinder will be reviewed at the e-mail address supplied.
Thank you for considering a career with StudioBinder!
