Customer Support Agent, Captions
EMEA/ APAC/ LATAM
$12.00 – $15.00 per hour
5 days a week in office (Union Square, NYC)
AI-powered creative studio
Be an early applicant
AI-powered creative studio
21-100 employees
Be an early applicant
$12.00 – $15.00 per hour
5 days a week in office (Union Square, NYC)
21-100 employees
Company mission
To empower our customers, regardless of background or experience, with the ability to bring their vision to life in seconds.
Role
Who you are
- This role is perfect for someone who thrives on solving problems and delivering excellent customer experiences
- Experience: 1+ years in customer support role; familiarity with video editing software is a plus
- Technical Skills: Proficiency with CRM tools such as Intercom, Zendesk, Salesforce Service Cloud
- Cross-Functional Collaboration: Ability to identify when to escalate issues and collaborate with Product and Engineering teams to drive resolutions and contribute to product improvements
- Product knowledge: Enthusiasm for Captions’ platform and a commitment to helping users maximize its potential
- Problem-Solving: A natural problem-solver who enjoys uncovering root causes and crafting effective solutions
What the job involves
- This role is only available for applicants physically located outside of the United Stated
- Captions is revolutionizing how creators and businesses generate and edit videos. We are seeking an experienced Customer Support Agent to trouble-shoot and respond to customer inquiries
- As a Customer Support Agent, you will be the frontline of customer interactions, providing timely and effective support via Intercom
- Reporting to the Head of Customer Support, you will troubleshoot technical issues, escalate when necessary, and collaborate with cross-functional teams to ensure resolution
- Respond to customer inquiries on Intercom with speed, accuracy and professionalism, providing a positive customer experience
- Diagnose and troubleshoot technical issues, escalating complex cases and collaborating with engineering and product teams for resolution
- Proactively identify pain points in the customer experience and share actionable feedback with internal teams to enhance processes and products
- Keep up-to-date with Captions' product developments by leveraging available resources to maintain expertise and deliver accurate, timely support
- Working Hours:
- We are looking for agents who can provide support in various timezones
- Please indicate what region you will work in:
- Europe, Middle East, Africa (EMEA)
- North America, Central America, South America (AMER)
- Asia and Pacific (APAC)
- Please indicate what timezone you are available to work in:
- UTC+0: Coordinated Universal Time (GMT/UTC)
- UTC+3: East Africa Time (EAT) / Moscow Time (MSK)
- UTC+5.5: Indian Standard Time (IST)
- UTC+8: China Standard Time (CST)
- UTC+10: Australian Eastern Standard Time (AEST)
- Please indicate which shift you are able to work:
- Weekday Early Morning (12 AM - 6 AM ET)
- Weekday Late Night (8 PM - 12 AM ET)
- Saturday Late Night (7PM - 2 AM ET)
Our take
As AI integration grows in creative fields, concerns arise about the future of professions like writing and design. However, Captions has transformed these anxieties into opportunities by harnessing AI technology to streamline the creative workflow.
By automating tasks in music, graphic design, and video production, Captions allows users to generate compelling content directly from their mobile devices. With a focus on meeting the rising demand for captivating digital content, its subscription-based model covers key processes like captioning, editing, dubbing, and soundtracking.
Captions' innovative approach has garnered attention, securing funding from tech giants like Sequoia Capital and Andreessen Horowitz. This investment will grow the company's machine learning team and invest further into in-house research efforts and technical infrastructure.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Jul 2024
$60m
SERIES C
Jun 2023
$25m
SERIES B
Total funding: $85m
Company benefits
- Comprehensive medical, dental, and vision plans
- Anything you need to do your best work
- We’ve done team off-sites to places like Paris, London, Park City, Los Angeles, and Nashville with more planned in the future
Company HQ
Civic Center, New York, NY
Leadership
Gaurav Misra
(CEO)Previously the Head of Design Engineering at Snap Inc, Senior Software Engineer at Localytics, Software Development Engineer at Microsoft, and Software Engineer at Lattice Engines.
Salary benchmarks
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