User Support Manager


Salary: $35,000 to $45,000/year


Opening: Immediate


Location: Los Angeles, CA





Company Description: We make JuiceCaster (www.juicecaster.com). JuiceCaster is an award winning mobile social broadcasting application. JuiceCaster lets you post pix and videos right from your camera phones to their online profiles on sites like Facebook and MySpace and directly to other mobile phone users as well. You can also watch, comment on and rate the latest videos right on your phone. Use JuiceCaster to stay in touch with current friends and make new ones.





We are Juice Wireless. We are a 3.5 year old start up based in Los Angeles, California. We take our work very seriously and have fun doing so. If you want to work super hard, be incredibly productive and have fun working with a small group of high energy people, this is the place for you.





Summary of Job Responsibilities:





User Support Manager will have three functions:





1. Conduct primary end-user email support


a. In this role, the person will write back entertaining, informative and timely responses to user questions about how to use and what to do with JuiceCaster


b. In this role, the person will also find, train and manage the eventual team of outsourced resources who will conduct primary end user support as we grow.


c. That is, first you will do support, then you will manage the people who do it


2. Maintain JuiceCaster automated help systems.


a. From a knowledge base to a ticket system to FAQ and other integrated channels, JuiceCaster offers a variety of integrated support systems.


b. The person in this job will build, lead, maintain and manage all those channels and methods to be (a) effective, (b) accurate and current, and (c) engaging.


3. Copywriting


a. User support is closely related to the copy the user actually sees on JuiceCaster in its various manifestations – on the phone, on the web, in email, etc. This person will write all the copy to give JuiceCaster a “voiceless voice” in its system to user communications


b. Part of this job is to ensure that all the supporting documents – e.g. User Guide, etc. are all well written in the same voice as the actual product itself.





In addition:


• You must have a unique voice and get a thrill out of connecting with thousands of people you don’t know, and getting them to “love” JuiceCaster


• You MUST have EXCELLENT writing skills – previous copywriting experience for web sites preferred


• You must use JuiceCaster yourself – do not apply without signing up first (its free)


• You must have at least a BS in a related field





That is basically the job. Its an opportunity to be engaged with the users while giving our entire community its voice. The growth potential for this job is two possible tracks. One is Director of User Support and the other is JuiceCaster Site Editor, which is more creatively inclined.





For the right candidate, Juice Wireless offers competitive salaries, health benefits and performance based incentives.





To apply, send resume, introduction letter and salary requirements. Candidates must create a profile and create content at www.juicecaster.com prior to interview. Subject line of email must read “User Support Manager.”