We are on a mission to empower designers and developers worldwide and save them weeks of work by freeing them from creating, collaborating, testing, and editing design assets. LottieFiles has proven that relevant design assets and motion graphics evoke emotion and humanize apps and platforms.
Lottie, a revolutionary format, can be best described as a movement, and LottieFiles is a company wrapped around it. By listening to the Lottie community, we’ve created a unique set of editing, workflow, and collaboration tools that seamlessly integrate with popular design software and developer environments such as Adobe After Effects, Figma, VS Code, and others.LottieFiles is building the biggest playfield in the design, creation, and motion space. We have assembled one of the largest communities in our industry with over a million raving fans from over 250,000+ companies (Google, TikTok, Disney, Uber, Airbnb, and Netflix etc) who use our platform and tools every day to enhance their workflow and ship incredibly engaging content.We are looking to build an incredible Customer Support team, a team that interacts with Individual Designers, Developer and Marketers and also our small, medium and large Enterprise customers.Responsibilities
- Customer Ticket Management:
- Manage customer inquiries, including troubleshooting, account management, and billing-related requests, ensuring all tickets are handled with high quality and meet KPI targets.
- Identify issues and escalate complex problems to the appropriate teams for timely resolution.
- Customer Success Collaboration & Process Improvement:
- Collaborate with cross-functional teams such as Product, Sales, and Marketing to drive customer success, streamline processes, and align on customer needs.
- Proactively manage churn by identifying at-risk accounts and developing strategies to improve retention and satisfaction.
- Identify opportunities to drive revenue through upsells, renewals, and product adoption initiatives.
- Knowledge Management & Self-Service Resource Creation:
- Develop and maintain help articles, a knowledge base, and other self-service resources to empower customers and enhance support efficiency.
- Community Management:
- Oversee and engage with community platforms, including Discord, forums, and feedback channels, fostering positive interactions and gathering customer insights.
- Continuous Process and Product Improvement:
- Identify and implement improvements in processes and products to enhance customer satisfaction, streamline operations, and optimize product performance.
Requirements
- At least 3 years of experience in Technical Support, Customer Success (Support), or Account management role (preferably in a SaaS/E-Commerce or Tech Product based company)
- Strong troubleshooting skills and experience managing ticket using platforms like Zendesk or equivalent tools.
- Experience handling subscription management, billing inquiries, escalations and refund handling process.
- Experience creating help articles, managing knowledge bases, and maintaining a Help Center.
- Excellent communication and interpersonal skills with the ability to convey technical information clearly.
- Knowledge of ITIL standards and best practices for incident and problem management.
- A proactive individual with experience in fast-paced environments or startups, who consistently seeks opportunities for improvement and thrives with minimal supervision.
- Someone who is passionate about community and understands the importance of user and product-led growth.
- Good command of English.
It would be good to have:
- Knowledge in Lottie animations, motion design, and Adobe tools (After Effects), and design tools such as Figma, Canva.
- Familiarity with integrating animations in web and mobile platforms, including troubleshooting performance issues.
- Background working with enterprise clients or managing motion design-related workflows.
- Strong understanding of SaaS products, including troubleshooting application issues.
- Certification in ITIL, Customer Support, managing enterprise customers or related disciplines is a plus.
Our global user base represents passionate, creative, and very talented individuals, and we are looking for employees who will thrive amidst such a vibrant community.The technology team and the founders of LottieFiles are deeply involved in supporting and engaging with customers daily and will assist the individual taking on this role.LottieFiles Perks
- Fully Remote Working Environment
- Flexible Work Hours
- A welcome gift and LottieFiles swagpack
- Unlimited Leave Days
- Medical Insurance
- Generous learning budget
- Gym membership
- Co-working space membership
