[Remote] Customer Experience & Product Communications Specialist

Note: The job is a remote job and is open to candidates in USA. SetHero helps film crews stay organized through beautifully designed tools used by thousands of productions worldwide. They are seeking an ambitious individual to support users and maintain engaging product communications, acting as a vital bridge between their product team and film crews. Responsibilities • Respond to support tickets with accuracy and care • Resolve billing and account questions • Support user onboarding and training initiatives • Track common issues and share actionable insights with the product team • Recreate our help documentation to be up-to-date and helpful • When new production updates are released, you'll write changelog posts and product announcements • Craft and schedule product update emails in our CRM • Keep help documentation sharp, current, and helpful with every release • Produce short product walkthroughs and screen-recorded tutorials • Coordinate and oversee blog content with writers and designers (in WordPress) • Manage the creation and delivery of email newsletters Skills • Excellent written and verbal communication skills • Detail-oriented, organized, and very thorough • Familiar with SetHero and how it works • Enjoys learning new software and easily becoming an advanced 'pro-user' of software • A generalist who is good across a variety of skills, from communication, tech support, making videos, creating basic graphic design, and website updates • Experience in on-set film production (or at the least, a strong understanding of set-life workflows) • Comfortable on camera (basic webcam + lighting setup required) • Tech-savvy and confident using tools like Intercom, Loom, Figma, Airtable, WordPress, Adobe Premiere Pro, Screen Studio, Kite, and AI tools like ChatGPT or Claude • Organized, proactive, and self-directed Benefits • Direct impact on product direction through user insights you surface • Still working in the film industry, but with the upsides of a tech job • Flexible schedule that respects your time (5-10 hours/week) • Fully remote work from anywhere • Creative freedom in how you communicate with users and create content • Close collaboration with our small, focused team Company Overview • SetHero specializes in the development of film and TV production management software. It was founded in 2016, and is headquartered in Kalamazoo, Michigan, USA, with a workforce of 2-10 employees. Its website is Apply tot his job