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Support Agent

1 day, 13 hours ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
CRM JSON Postman REST API
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Descript

Descript

Descript: All-in-one video & podcast editing with AI technology for effortless content creation.

Internet Software & Services
51-250
Founded 2017
$100M raised
View All Jobs 24

Description

  • Deliver fast, friendly, and accurate support to Descript users through live chat, email, and occasional video conferencing.
  • Guide users through product workflows, explain feature behavior, and help troubleshoot technical issues.
  • Capture and record accurate and detailed information using CRM tools.
  • Flag trends, bugs, and documentation gaps to contribute to team knowledge and product feedback.
  • Verify and maintain internal documentation, macros, and chatbot behavior to keep support materials current.
  • Communicate with users through social channels such as Reddit and Discord as needed.
  • Assist customers with screen-share troubleshooting and workflow assistance over video calls.

Requirements

  • 1–2+ years of experience in customer support, technical support, or a related role on a rapidly evolving software product.
  • Demonstrated comfort reading and working with REST APIs, including reading API reference docs, interpreting JSON responses, and identifying malformed requests.
  • Familiarity with tools like Postman, curl, or comparable API testing utilities.
  • Hands-on experience using multimedia editing software such as Final Cut Pro, Logic Pro, Premiere, Audition, or Pro Tools, or similar tools.
  • Familiarity with Zendesk or comparable CRM platforms.
  • Familiarity with Stripe or other payment processing systems.
  • Ability to commit to a working schedule of 8a–5p PT, Tuesday–Saturday, with hours or days subject to change.
  • Ability to work from an appropriate remote environment with stable, high-speed broadband internet and screen-share capability.
  • Strong written and verbal communication skills for translating technical concepts to users with varying skill levels.
  • Comfort with ambiguity and determining a resolution path independently.
  • Interest in helping shape what support looks like in an AI-influenced product environment.

Benefits

  • Base salary range of $62,000–$95,000.
  • Generous healthcare package.
  • 401(k) matching program.
  • Catered lunches.
  • Flexible vacation time.
  • Remote and hybrid work options.
  • Opportunities for in-person collaboration throughout the year for remote employees.

Interested in this position?

Apply directly on the company website

Apply Now

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