Customer Support Agent (EMEA/ APAC/ LATAM)

Captions is the leading video AI company, building the future of video creation. Over 10 million creators and businesses have used Captions to create videos for social media, marketing, sales, and more. We're on a mission to serve the next billion.

We are a rapidly growing team of ambitious, experienced, and devoted engineers, researchers, designers, marketers, and operators based in NYC. You'll join an early team and have an outsized impact on the product and the company's culture.

We’re very fortunate to have some the best investors and entrepreneurs backing us, including Index Ventures (Series C lead), Kleiner Perkins (Series B lead), Sequoia Capital (Series A and Seed co-lead), Andreessen Horowitz (Series A and Seed co-lead), Uncommon Projects, Kevin Systrom, Mike Krieger, Lenny Rachitsky, Antoine Martin, Julie Zhuo, Ben Rubin, Jaren Glover, SVAngel, 20VC, Ludlow Ventures, Chapter One, and more.

Check out our latest financing milestone and some other coverage:

The Information: 50 Most Promising Startups

Fast Company: Next Big Things in Tech

The New York Times: When A.I. Bridged a Language Gap, They Fell in Love

Business Insider: 34 most promising AI startups

Time: The Best Inventions of 2024

• Please note that all of our roles will require you to be in-person at our NYC HQ (located in Union Square)
  
  

We do not work with third-party recruiting agencies, please do not contact us**

About The Role & Team

*This role is only available for applicants physically located outside of the United States*

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. This role is perfect for someone who thrives on solving problems and delivering excellent customer experiences.

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

• 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.
  
  

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)
  
  

Benefits:

• Comprehensive medical, dental, and vision plans
• 401K with employer match
• Commuter Benefits
• Catered lunch multiple days per week
• Dinner stipend every night if you're working late and want a bite!
• Doordash DashPass subscription
• Health & Wellness Perks (Talkspace, Kindbody, One Medical subscription, HealthAdvocate, Teladoc)
• Multiple team offsites per year with team events every month
• Generous PTO policy and flexible WFH days
  
  

Captions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please note benefits apply to full time employees only.