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Customer Support Agent
| Company | Captions |
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| Location | New York, NY, USA |
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| Salary | $12 – $15 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior |
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Requirements
- 1+ years in customer support role; familiarity with video editing software is a plus.
- Proficiency with CRM tools such as Intercom, Zendesk, Salesforce Service Cloud.
- Ability to identify when to escalate issues and collaborate with Product and Engineering teams to drive resolutions and contribute to product improvements.
- Enthusiasm for Captions’ platform and a commitment to helping users maximize its potential.
- A natural problem-solver who enjoys uncovering root causes and crafting effective solutions.
Responsibilities
- 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.
Preferred Qualifications
- Familiarity with video editing software is a plus.
