🎨 Opus is the world's No.1 AI video agent for social media.

OpusClip is the No.1 AI-first video editing tool built for authenticity with no editing skills required. Just 1 click to turn long-form content into viral-ready short clips for social media.

Our mission is to effortlessly transform your content into authentic, high-quality videos. Within just 18 months of our launch, over 10 million creators and businesses have used OpusClip to enhance their social presence.

We have raised $50 million in total funding and are fortunate to have some of the most supportive investors, including SoftBank Vision Fund, DCM Ventures, Millennium New Horizons, Fellows Fund, AI Grant, Jason Lemkin (SaaStr), Samsung Next, GTMfund, Alumni Ventures, and many more.

Check out our latest coverage by Business Insider featuring our product and funding milestones, and our recognition as one of The Information's 50 Most Promising Startups in 2024.

Headquartered in Palo Alto, California, we are a team of 90+ passionate and experienced AI enthusiasts and video experts, driven by our core values:

⚡ Be a Champion Team

⚡ Prioritize Ruthlessly

⚡ Ship fast, Quality Follows

⚡ Obsess over customers

Who we are looking for

The key purpose of this role is to provide world-class customer support to our users by taking a "customer-obsessed" approach to resolve their queries, concerns, and issues by providing clear, accurate and relevant information in accordance with our Service Level Agreements (SLAs).

This is a full-time remote position (40 hours per week, with the availability to work Saturday and Sunday).

Responsibilities

• Accurately understand users' needs. Be responsible for tracking and recording product usage and user feedback. Analyze and identify user pain points. Communicate and cooperate closely with the product and R&D teams to promote product iterative optimization.

• Act as the first point of contact for customer inquiries and issues, providing high-quality support and ensuring customer satisfaction.

• Resolve various issues users encounter during product usage. Refine and provide the best user experience.

• Develop and maintain positive customer relations, handle customer complaints, and provide appropriate solutions and alternatives within the time limits as defined by SLAs.

• Organize user manuals, detailed use case scenarios, frequently asked questions, and other internal documents to achieve scalable service capabilities for customers.

• Continuously improve customer service processes and procedures to enhance efficiency and effectiveness.

• Meet or exceed performance goals and customer satisfaction targets.

Qualifications

• Excellent English reading and writing skills.

• Ability to work full time (40 hours/week), including weekends.

• Ability to attend some work meetings that may fall outside of normal working hours.

• Possess good communication skills and empathy, work proactively and conscientiously, be responsible, and enjoy helping others.

• Excellent troubleshooting skills to help determine if reported user issues need to be reported to the product/engineering team.

• Experience collaborating with product and engineering teams to resolve customer issues.

• Proven experience (3 years) in customer support or customer success roles, preferably within the software, SaaS, or video industry - including email and/or live chat.

• Experience with phone support is a plus. Experience providing end-user training and writing software documentation such as FAQs, feature announcements, website banners, etc.

• Associate's degree in Business, Marketing, Communication or a related field. Any Bachelor's degree is sufficient. Relevant certifications in customer success or equivalent experience are a plus.

• Familiarity with customer success platforms such as Intercom, ZenDesk, Salesforce, etc.

• Familiarity with Discord is a plus.

• Experience working remotely is a plus.