Customer Care Agent - Remote from anywhere

Role overview Serve as the frontline voice for a fast-growing AI video production platform used by serious creators and media teams. This fully remote role focuses on responding to user inquiries, moderating community channels, and keeping support workflows tight while representing the product's brand voice across every touchpoint.

Responsibilities - Respond to inbound creator questions through chat, email, and Discord, guiding users on account access, subscriptions, navigation, and first-run walkthroughs. - Monitor and moderate social and community spaces, including Facebook groups, Instagram DMs, Discord, Reddit, and Telegram. - Maintain accurate ticket records inside the support platform, applying tags, statuses, and notes while leveraging saved replies, automations, and knowledge base links. - Troubleshoot basic product questions and handle billing disputes, escalating more complex technical issues to engineering and product. - Track recurring user feedback, flag patterns, and help shape improved support policies and documentation. - Coordinate with the broader team via Slack, contributing to meetings that refine overall support strategy.

Requirements - Strong technical aptitude, with familiarity around AI tools and YouTube content creation workflows. - Prior professional support experience using Crisp, Zendesk, Stripe, Discord, and Slack. - Excellent written communication skills and the ability to maintain a positive, on-brand tone.

Benefits and work setup - Fully remote, available from anywhere. - Night-shift schedule of 12:00 AM – 8:00 AM CET to align with creator activity.