VidRush

Customer Support

• Serve as the primary point of contact for the creator community
• Handle inbound customer inquiries via Crisp, email, and Discord
• Assist users with website/application navigation, password resets, subscription management, and first-time-user walkthroughs
• Monitor and moderate Facebook groups, Instagram messages, Discord, Reddit, and Telegram
• Maintain accurate customer interaction records in Crisp using tags, notes, statuses, saved replies, automations, and knowledge base links
• Troubleshoot basic product questions and handle Stripe billing disputes
• Track, categorize, and escalate complex technical issues to engineering and product teams
• Monitor customer feedback and identify recurring trends
• Record internal notes and assist with improving customer support policies
• Collaborate via Slack and contribute to team meetings to improve support strategies

Customer Care Agent