Customer Support Specialist

The key purpose of this role is to provide world-class customer support to our users by taking a "customer-obsessed" approach to resolve their queries, concerns, and issues by providing clear, accurate and relevant information in accordance with our Service Level Agreements (SLAs).

This is a fully-remote, full-time position (40 hours per week, including weekends)

🎨About Opus Clip

Opus is the world's No.1 AI video clipping tool.

Backed by DCM, Fellows Fund, AI Grant and many other institutional investors, we are building a fully distributed global team and a universal product. As one of the world's fastest-growing AI startups, we have 2+ millions of users in just over 5 months after the launch.

• More information: https://www.linkedin.com/company/opusclip
• Try the product: https://www.opus.pro
  
  

📝Job Description

• Accurately understand users needs. Be responsible for tracking and recording product usage and user feedback. Analyze and identify user pain points. Closely communicate and cooperate with the product and R&D teams to promote product iterative optimization.
• Act as the first point of contact for customer inquiries and issues, providing high-quality support and ensuring customer satisfaction.
• Resolve various issues users encounter during product usage. Refine and provide the best user experience.
• Develop and maintain positive customer relations, handle customer complaints, and provide appropriate solutions and alternatives within the time limits as defined by SLAs.
• Organize user manuals, detailed use case scenarios, frequently asked questions, and other internal documents to achieve the scalable service capabilities for customers.
• Continuously improve customer service processes and procedures to enhance efficiency and effectiveness.
• Meet or exceed performance goals and customer satisfaction targets.
  
  

🔠Job Requirements And Qualifications

• Excellent English reading and writing skills.
• Ability to work full time (40 hours/week) including weekends.
• Ability to attend some work meetings that may fall outside of normal working hours.
• Possess good communication skills and empathy, work proactively and conscientiously, be responsible, and enjoy helping others.
• Excellent troubleshooting skills to help determine if reported user issues need to be reported to the product/engineering team.
• Experience collaborating with product and engineering teams to resolve customer issues.
• Proven experience (3 years) in customer support or customer success roles, preferably within the software, SaaS, or video industry - including email and/or live chat.
• Experience with phone support is a plus. Experience providing end-user training and writing software documentation such as FAQs, feature announcements, website banners, etc.
• Associate's degree in Business, Marketing, Communication or a related field. Any Bachelor's degree is sufficient. Relevant certifications in customer success or equivalent experience are a plus.
• Familiarity with customer success platforms such as Intercom, ZenDesk, Salesforce, etc.
• Familiarity with Discord is a plus.
• Experience working remotely is a plus.
  
  

🫱🏻‍🫲🏾 Collaboration Requirements

• This is a remote job that will require collaboration with teams based in Asia. This will involve recurring meetings in the evening, a couple of times a week.