Ameelio

Customer Support Specialist

Full-Time in United States - Remote OK

Ameelio has quickly established itself as the future of prison communication and virtual learning. We were recently chosen as one of Fast Company’s 2021 World-Changing Ideas.

As we prepare to scale, we're looking for a full-time hire to join our small and nimble team. As the Customer Support Specialist, you’d help ensure the best experience for a variety of different users across a suite of products on the nation’s first free prison communications platform.

What we're looking for:

  • At least 1 year of professional experience in a customer support role.
  • Someone who is excited to serve users by providing product information, troubleshooting, and resolving service issues.
    • You’ll work alongside our Program Directors to ensure the best experience for users on Connect, Ameelio’s video conferencing platform, and Letters, Ameelio’s free postcard app (with more products forthcoming).
  • Experience building customer support infrastructure on multiple mediums (phone trees, support lines, answer bots, etc.) and integrating with sales and technical support.
  • Ensuring a consistently high rating of Ameelio’s apps on the app stores, engaging with reviews, and attracting new users to platforms.
  • Preparing weekly reports by collecting and analyzing user information and feedback.
  • Ensuring the optimization of Ameelio’s platforms by a variety of different end-users.
  • A strong focus on documentation and timeliness in responding to core users’ requests.
  • An experienced and collaborative team player – we’re a small team, so the ability to be humble while working side-by-side with the Program Directors and our product teams is a must.
  • Nice-to-have: Experience working with Zendesk––or any other customer support platforms––startups, and an interest in contributing to customer success strategy as we scale.

Why You'll Love Us

  • A welcoming and collaborative environment with people who are. dedicating their lives to fighting the commercialization of incarceration
  • Experience working closely with users who rely on our products to stay in touch with their loved ones.
  • An environment for rapid experimentation and ownership.
  • Ownership of systems and features that deliver society-changing impact.
  • Contributing to the foundation and culture of a young and growing organization.
  • Experience working cross-functionally and exposure to a variety of business functions.
  • An incredibly high bar for the quality of your work.
  • Compensation: $35,000 - $60,000

About Ameelio

Ameelio is a nonprofit technology company that builds free technology to accelerate the creation of a more humane and rehabilitative justice system. We were recently chosen as one of Fast Company’s 2021 World Changing Ideas. Our tools will enable 27 million Americans to communicate with their incarcerated loved ones for free, organizations to scale their social services, and educators to empower incarcerated people through virtual learning. We are a technological bridge that reconnects incarcerated people with their families and vital resources — for free. Our tools will help improve post-release outcomes, lower recidivism rates, and help America safely reduce the size of its prison populations.

We’re backed by Schmidt Futures, Mozilla Foundation, the Robin Hood Foundation, Google.org, and Fast Forward accelerator. Our funders also include Eric Schmidt, the former Google CEO, Jack Dorsey, the CEO of Twitter and Square, and Vinod Khosla, co-founder of Sun Microsystems and the founder of Khosla Ventures. Our work has been covered by Forbes, TechCrunch, Fast Company, The Washington Post, Business Insider, and others.

Company History

Ameelio was an all-volunteer effort until late-2020. Since, we've built an A-team that brings together technical and criminal justice expertise, participated in Mozilla's Spring MVP Lab (won 1st place), Fast Forward Accelerator, Robin Hood BRL program, and Visible Connect's Accelerator. We’re backed by Schmidt Futures, Mozilla Foundation, the Robin Hood Foundation, Google.org, and Fast Forward accelerator. Our funders also include Eric Schmidt, the former Google CEO, Jack Dorsey, the CEO of Twitter and Square, and Vinod Khosla, co-founder of Sun Microsystems and the founder of Khosla Ventures.

External References:

Problem We're Solving

The $1.4 billion prison communications industry generates obscene profits by charging extortionate prices to the incarcerated and their loved ones. Families spend up to $500 a month to stay connected to their loved ones inside. A 15-minute phone call runs as steep as $25. Our work has never been more important. Because of COVID, prisons have shut down all in-person visitation. Low-income families have few options to communicate with loved ones.

Exclusive contracts leave prison telecommunications companies unchecked by competition: former FCC Commissioner Mignon Clyburn called the industry “the clearest, most glaring type of market failure I’ve ever seen as a regulator”.

Poverty and incarceration are viciously tied: over 50% of incarcerated people had no income eight years preceding their arrest. For-profit prison companies entrench this cycle. One in three families with incarcerated loved ones is forced into debt ( $13,000, on average) by the cost of maintaining contact.

This is a social and moral disaster.

The Solution

A suite of free prison communications and virtual learning tools that connect the incarcerated with their loved ones, service networks, and colleges, which will improve post-release outcomes.

Connect: Video Conferencing & Virtual Learning

Reconnecting the incarcerated with their loved ones and supporting the next generation of remote prison programming. We just launced the nation's first free-to-use prison video conferencing platform.

Letters for Families

App that bypasses the absurdly high cost of making phone calls to prison by converting texts,photos, games & news to snail mail. We currently have over 130,000 users in all 50 U.S. states, and in 42 countries.

Letters for Organization

Web app that enables criminal justice orgs, reentry groups, voting rights, and legal clinics to extend their services directly to the incarcerated using our letters infrastructure. Our users include: the Marshall project, Connecticut Bail Fund, Pen America & Defy Ventures.