Customer Implementation Specialist

Boclips - Remote - Full time

About Us

Boclips is an education technology startup from London. Our platform makes it easy for courseware creators and instructional designers to enrich the digital learning experiences of students with up-to-the minute video that brings learning to life. All curated for global curricula. Enabled by our API, we deliver these enriched curated videos to the right student at the right time in their learning journey.

About this Role

This role is about exceptional delivery to our customers across North America. Our customers are digital-first learning platforms, education publishers and higher education institutions. Our offering includes services like 3rd party captioning, transcripts and video editing which is managed post-sale. This is where you come in!

You'll work closely with our Account Management team in the US to ensure our customers receive their orders including all the necessary edits and other bits and bobs in a timely fashion. Here's what you'll do in more detail:

  • Review incoming video requests and ensure requests have the licensing rights for the customer’s region/purposes
  • Fulfil incoming on-platform video requests by sending video files to customer in a timely manner
  • If/when requested, sends video files to our captioning/transcript vendor
  • Collaborate with video editing team to ensure the customer editing requests are fulfilled
  • Manage large-scale delivery of video requests and associated metadata for scope & sequences on spreadsheets
  • Review support tickets daily, communicate back to our customers and/or the account rep, and close within agreed upon timeframe
  • Fix any technical issues with videos in platform, or collaborate with engineering team to resolve escalated issues

About You

  • You have some experience supporting service delivery or operations in a digital setting, preferably video operations.
  • Your attention to detail is second to none, you have worked with data, files, spreadsheets.
  • You are reasonably technical, meaning you can dive into the backend of a video platform and understand the processes supporting it. You may be able to code a little, nice but not essential.
  • You are able to effectively manage your time, fulfill requests within communicated deadlines, and prioritize tasks based on urgency and value to the company.
  • You can set up your system of work and process mapping is right up your alley.
  • You like to figure out ways to improve things and make them more efficient.
  • You like to bring the right people into collaborate, you are open-minded, kind even when you disagree and have the drive to deliver an exceptional service to customers.

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Entry Level

Boclips

Our platform makes it easy for courseware creators and instructional designers to enrich the digital learning experiences of students with up-to-the minute video that brings learning to life.
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