Customer Care Agent

VidRush is an AI-native video production platform that replaces an entire video team with coordinated AI agents.
Creators turn a simple idea into a fully produced, long-form video—research, script, voiceover, visuals, motion graphics, and rendering—in under an hour. No timelines. No editing headaches. Just intent → finished video.
We’re building a new way to create video that feels more like writing than editing, and we’re already seeing strong traction from serious creators and media teams.
If you’re excited about AI, creator tools, and building category-defining products from first principles, you’ll fit right in.
About the role
You will be the primary point of contact for our creator community, handling inquiries, troubleshooting issues, and maintaining our brand voice across all support channels.
Working Hours
- 12:00 AM – 8:00 AM CET
Key Responsibilities
- Direct Support: Handle inbound customer inquiries and provide clear, timely assistance via Crisp, email, and Discord. Assist users with website/application navigation, password resets, subscription management, and walk-throughs for first-time users.
- Community Management: Monitor and moderate social media and community channels, including Facebook groups, Instagram messages, Discord, Reddit, and Telegram.
- Ticket Management: Maintain accurate records of customer interactions within Crisp by applying appropriate tags, notes, and statuses. Leverage Crisp features like saved replies, automations, and knowledge base links to ensure consistent support.
- Escalation & Collaboration: Troubleshoot basic product questions and handle Stripe billing disputes. Track, categorize, and escalate complex technical issues to internal engineering and product teams.
- Process Improvement: Monitor customer feedback to identify recurring trends. Record internal notes and assist in developing and implementing improved customer support policies.
- Internal Comms: Collaborate with the team via Slack for project management and actively contribute to team meetings to enhance overall support strategies.
Requirements
- Strong technical aptitude, ideally with an understanding of AI tools and YouTube content creation workflows.
- Prior experience utilizing Crisp, Zendesk, Stripe, Discord, and Slack in a professional support environment.
- Excellent written communication skills with the ability to maintain a positive, professional brand tone.

Employment type
FullTime

Work arrangement
Yes