About Workwarp & the Vision Behind Filmbot
At Workwarp, we are on a mission to redefine how independent cinemas and film festivals connect with audiences. Our flagship product, Filmbot, is a powerful, beautifully designed web platform that marries a customizable website builder with an intuitive ticket‑selling point‑of‑sale (POS) system. From historic art houses in New York to cutting‑edge boutique theaters in Sydney, Filmbot powers venues that crave a modern, inclusive, and premium cinematic experience.
Since our inception, we have helped our partners sell close to five million tickets, and the growth curve continues to rise. We are not just a software vendor; we are a community of film lovers, technologists, and creative problem‑solvers who believe that the communal joy of cinema can spark cultural change. If you thrive in an environment where technology meets storytelling, and you love turning complex tools into delightful user experiences, then you have found the right place.
Why This Role Is a Game‑Changer for Your Career
The Product Specialist position sits at the intersection of technology, customer success, and education. You will become the trusted advisor for a diverse set of clients—cinema owners, festival programmers, box office managers, and marketing teams—helping them unlock the full potential of Filmbot. This is a rare opportunity to:
- Deepen your expertise in SaaS product support for a niche, high‑impact industry.
- Lead live onboarding sessions and remote training workshops that directly influence ticket‑sale performance.
- Shape the product roadmap by gathering, analyzing, and championing feature requests.
- Collaborate with a small, agile team where every voice matters and ideas move quickly from concept to release.
Key Responsibilities & Daily Impact
Customer Support & Issue Resolution
- Promptly respond to incoming support tickets via Zendesk, email, or live chat, covering topics such as showtime scheduling, ticketing workflows, website content updates, reporting dashboards, and box‑office configuration.
- Diagnose and troubleshoot both software and basic hardware/networking problems, escalating to engineering when necessary while keeping the client informed throughout the process.
- Prioritize time‑sensitive tickets, especially during peak cinema operating hours (including evenings and weekends), on a rotating on‑call schedule with fellow specialists.
- Document every interaction in our CRM to ensure continuity, transparency, and data‑driven insights.
Training, Onboarding, & Knowledge Transfer
- Design and deliver engaging virtual onboarding sessions using Zoom, tailored to the technical proficiency and business goals of each client.
- Develop step‑by‑step training materials, video tutorials, and cheat‑sheet guides that simplify complex workflows into actionable steps.
- Conduct periodic refresher webinars highlighting new feature releases, best practices, and hidden gems that drive higher ticket conversion.
- Mentor client staff on how to capture and analyze sales data, enabling them to make informed programming decisions.
Demo & Pre‑Sales Enablement
- Collaborate with the sales team to build custom demo websites that showcase Filmbot’s flexibility for prospective cinemas and festivals.
- Translate client requirements into functional prototypes, demonstrating how specific features can solve real‑world operational challenges.
- Provide live product walkthroughs during sales calls, answering technical questions and illustrating value propositions.
Documentation & Knowledge Base Management
- Own the health and relevance of the online help‑center, regularly reviewing, editing, and expanding articles to reflect product updates.
- Implement a taxonomy that makes it easy for clients to locate answers quickly, reducing support volume and improving satisfaction scores.
- Gather feedback from support interactions to identify gaps in documentation and proactively fill them.
Product Feedback Loop & Feature Advocacy
- Capture feature requests from clients, categorize them by impact and frequency, and present insights to the product management team.
- Participate in sprint planning meetings, championing client‑centric enhancements and providing context on how changes will affect day‑to‑day operations.
- Notify clients individually when requested features are released, reinforcing the partnership and demonstrating responsiveness.
Essential Qualifications & Experience
- 2‑5 years of experience in customer support, technical support, or a related client‑facing role, preferably within a SaaS environment.
- Minimum of 2 years hands‑on experience managing WordPress sites, including theme customization, plugin integration, and content migration.
- Demonstrated ability to troubleshoot hardware, networking, or connectivity issues (or a strong willingness to acquire these skills).
- Fluent English communicator with excellent written and verbal articulation—able to craft clear, friendly, and concise instructions.
- Proven experience working remotely, equipped with a professional home office setup for video conferencing and screen sharing.
- Residence in a North American time zone to ensure overlap with client operating hours.
Preferred (But Not Required) Skills & Background
- Direct experience in cinema or film‑festival operations, giving you an insider’s view of industry pain points.
- Working knowledge of HTML, CSS, and basic UX design principles, enabling you to suggest quick front‑end tweaks.
- Familiarity with ticket‑sale platforms, box‑office hardware, or POS integrations.
- Experience with Zendesk or similar ticketing systems, improving your efficiency in handling high‑volume queries.
- Understanding of small‑business accounting practices, allowing you to speak the language of finance teams.
- Track record of managing client relationships, upselling, or cross‑selling within a B2B context.
Core Competencies & Personal Attributes
- Curiosity‑Driven Learning: You stay ahead of product updates, industry trends, and emerging technologies, positioning yourself as the go‑to expert.
- Clear Communication: Whether via email, chat, or video, you convey complex concepts in simple, friendly language that resonates with non‑technical users.
- Empathy & Customer‑Centric Mindset: You genuinely care about making clients feel supported, celebrated, and successful.
- Organizational Excellence: Meticulous documentation, task prioritization, and time management are second nature.
- Adaptability: You thrive in a small, fast‑moving team, embracing change and wearing multiple hats when needed.
- Technical Acumen: You are comfortable navigating dashboards, APIs, and troubleshooting logs while maintaining a user‑first perspective.
Career Growth, Learning & Development Opportunities
Workwarp believes that employee development fuels company innovation. As a Product Specialist, you will have access to:
- Continuous Training: Monthly workshops on advanced WordPress techniques, SaaS product lifecycle management, and customer experience design.
- Mentorship Programs: Direct guidance from senior product managers, engineering leads, and industry veterans.
- Conference Attendance: Budget for attending film‑industry events (e.g., Sundance, Tribeca) and tech conferences (e.g., SaaStr, Web Summit) to broaden your network.
- Career Pathways: Proven pathways to roles such as Senior Product Specialist, Customer Success Manager, Product Manager, or even Operations Lead.
- Skill‑Building Resources: Subscriptions to online learning platforms (Udemy, Coursera, Pluralsight) for upskilling in areas like UX design, data analytics, or cloud services.
Work Environment & Company Culture
Our culture is built on three pillars—Passion for Film, Collaborative Innovation, and People‑First Flexibility. Although we are a remote‑first organization, we foster connection through:
- Weekly virtual “Coffee Chats” where team members share personal wins, movie recommendations, and behind‑the‑scenes stories.
- Quarterly in‑person meet‑ups hosted at iconic theaters across the United States (travel expenses covered).
- A transparent communication style—open Slack channels, regular all‑hands meetings, and a shared product roadmap visible to everyone.
- Flexible working hours that honor work‑life balance, with the understanding that occasional evening or weekend coverage is part of the role.
- Inclusive policies that celebrate diverse perspectives, ensuring every voice feels valued and heard.
Compensation, Benefits & Perks
- Base Salary: $75,000 USD per annum, paid bi‑weekly.
- Health & Wellness: $1,000 per month Individual Health Reimbursement Arrangement (ICHRA) for eligible U.S. health plans.
- Retirement: Company‑matched 401(k) contributions up to 4% of salary.
- Paid Time Off: Generous PTO policy including vacation, sick days, and mental‑health days.
- Professional Development: Annual education stipend for courses, certifications, or conference attendance.
- Home Office Stipend: One‑time $500 allowance for ergonomic equipment, monitors, or desk accessories.
- Entertainment Perk: Free tickets to partner cinemas and festivals (subject to availability) for you and a guest.
- Community Giving: Company‑matched donations to film‑related charities and local arts organizations.
How to Apply – Your Next Step
We are eager to meet candidates who share our love for cinema and possess the technical curiosity to make our clients shine. To be considered, please submit a cover letter that answers the following prompt:
What is your favorite movie theater (past or present) and why?
Your response will help us understand your passion for film and how you connect with the experiences we strive to enhance.
We aim to start the onboarding process as soon as possible, though we can accommodate a reasonable start date if needed. If you are excited about shaping the future of independent cinema and enjoy turning technical challenges into delightful solutions, apply today and join a team that is as enthusiastic about movies as you are.
Ready to Make a Difference? Apply Now!
Click the link below to submit your application, resume, and cover letter. We look forward to watching your career unfold with Workwarp.
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