Customer Support Executive

Job Title: Customer Support & Video Operations Specialist

Location: Majura Gate Surat  

Age : Upto 38

Shift Timing : 6pm-4am

Fluent English Proficiency Required

Key Responsibilities

Customer Support

• 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!