As a Customer Support Representative at Descript, you create phenomenal support experiences for multimedia content creators and influencers around the world. You'll work directly with Descript customers to help them get started, answer product questions, and track user feedback. Serving as a member of our small but growing team requires a dynamic skillset and we’re looking for someone who wants to share their passion for technology with a diverse and committed fanbase of customers.

The Opportunity

  • Deliver personalized and proactive support to end-users and enterprise clients.
  • Capture and record accurate and detailed client information using CRM tools.
  • Troubleshoot and escalate technical support incidents to next level support and engineering teams.
  • Provide regular updates to customers on the status of their requests.
  • Write and maintain help desk resources including client-facing and internal support articles.

Role Requirements

  • Available to work 8am to 5pm Eastern time (5am-2pm Pacific).
  • Must have an appropriate remote work environment (including high speed broadband internet connection) with the ability to initiate and receive screen share meetings with team members and occasionally customers.
  • Intermediate to Advanced experience using media editing software (Final Cut Pro, Logic Pro, Premiere, Audition, Pro Tools, etc.).
  • 2+ years experience providing customer support on a rapidly evolving software product.
  • Familiarity with Zendesk or comparable CRM platforms.
  • Familiarity with Stripe or other payment processing systems.

About You

  • You believe that every support interaction is an opportunity to brighten a customer's day.
  • You are a strong written and verbal communicator.
  • Ability to communicate technical information simply and effectively to customers of every skill level. 
  • You are able to read between the lines and ask clarifying questions.
  • You are a dedicated champion of the needs of your customers.
  • You are a highly motivated, self-directing individual who is always looking to improve yourself and your environment.
  • You thrive in collaborative environments, and are empowered to work cross-functionally to achieve a goal.

About Descript

Descript is building the next generation of tools for communicating with video and audio. We are a team of 70 (planning to double in 2022) — with a proven CEO and the backing of some of the world's greatest investors (Andreessen HorowitzRedpoint Ventures, Spark Capital). Descript HQ is in San Francisco, and our AI research team, Lyrebird, is based in Montreal.

Descript is the special company that's in possession of both product market fit and the raw materials (passionate user community, great product, large market) for growth, but is still early enough that each new employee has a measurable influence on the direction of the company.

As a small startup, Descript relies on employees who thrive in an environment where they are regularly called upon to translate high level goals into day-to-day priorities, and are regularly presented with technical and business challenges that extend beyond their comfort zone.

Benefits include a generous healthcare package, catered lunches, and unlimited vacation time. We currently have offices in San Francisco and Montreal, and are open to folks working remotely between PST and EST time zones. Whether you love WFH or can’t wait to get back to being in person, we're interested in offering an environment that works for you.

Descript is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We believe in actively building a team rich in diverse backgrounds, experiences, and opinions to better allow our employees, products, and community to thrive. 

Apply for this Job

* Required