Customer Support & Video Operations Specialist

Job Title: Customer Support & Video Operations Specialist Location: Majura Gate Surat Age : Upto 38 Shift Timing : 6pm-4am Fluent English Proficiency Required Key Responsibilities • Respond to customer email queries in a timely, professional manner. • Handle live chat support queries and resolve issues efficiently. • Escalate complex customer issues to the appropriate team and follow up to ensure resolution. • Monitor Trustpilot and other review platforms for new reviews and flag them accordingly. • Identify and action trial abuse cases by sending appropriate communications. Subscription & Account Management • Process subscription cancellations and respond to customers accordingly. • Apply coupons and issue refunds where applicable. • Manage and coordinate multiple customer account requests simultaneously. Video Editing & Creation • Edit and create videos on behalf of clients using the Autoreel platform.(Only if they need assistance) • Reproduce client-reported issues within the platform through video replication to assist in troubleshooting. • Stay up to date with new platform features by creating and editing test videos regularly. Requirements • Prior experience in a customer support role (email and live chat). • Comfortable with video editing tools experience with SaaS video platforms is a plus. • Excellent written English communication skills. • Strong attention to detail and ability to manage multiple tasks simultaneously. • Ability to troubleshoot and problem-solve customer issues independently. • Reliable, self-motivated, and able to work remotely with minimal supervision. • Familiarity with subscription-based software products and billing processes is advantageous. Nice to Have • Experience with tools like Intercom, Freshdesk, or similar customer support platforms. • Knowledge of Trustpilot or other online review platforms. • Experience working in a fast-paced startup or SaaS environment. What We Offer • Opportunity to grow within a fast-scaling SaaS company. • Supportive and collaborative team culture. • Hands-on experience with an innovative AI-powered video platform. Kindly fill this form. https://forms.gle/9vhqfMhGCpYENNRA8 We will connect with you soon. Contact : 8200635061 (DM on Whatsapp) We can’t wait to hear from you!